Asino Casino - プレイヤーの賞金は没収されました。

I registered and played at Asino Casino with an active bonus. I was fully aware of the bonus terms and made sure not to exceed the maximum allowed bet of €5 during the wagering period. I successfully completed the full wagering requirement of €14,000 and started betting higher amounts only after the bonus was completed.

Despite this, the casino accused me of breaching the bonus terms due to one single accidental spin of €10 (Game ID: 71841339 – Money Jar 2), which occurred after the bonus was already fulfilled. As a result, they confiscated all my winnings and left only the original deposit on my balance.

To make things worse:

My game history was removed from my account, so I couldn’t verify the situation myself.

The casino only provided the gameplay data later as an external file via email, which raises serious concerns about data manipulation or transparency.

After completing the bonus, I won around €1,000, which I later lost again by continuing to play – not knowing that my previous balance would be forfeited.

I believe the casino’s actions are unfair, disproportionate, and possibly in violation of fair gaming practices. I kindly ask for help in recovering my rightful winnings or at least a fair and independent review of the situation.

Thank you in advance for your support.

Hello Taii,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Asino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly did you finish the wagering requirement?
• When was the last time you spoke to the casino and what was it about?
• Can you request the betting history from the casino to forward it to you?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Taii,

We appreciate your feedback and have thoroughly investigated the situation. We'd like to provide a comprehensive explanation to clear up any misunderstandings.

First of all, we would like to emphasize that our casino is fully licensed and operates strictly in accordance with the established Terms & Conditions, which you agreed to upon registration. These rules are in place to ensure fair and secure gameplay for all users.

According to our system data, on 2025-03-19 at 11:30:22 UTC, you received the bonus WP - First Deposit - DE - 100%. On the same day, at 14:44:36 UTC, while the bonus was still active, you placed a €10 bet in the game Money Jar 2, thereby exceeding the maximum allowed bet with an active bonus. Please note that the wagering for this bonus was completed only on 2025-03-20 at 03:28:53 UTC.

As a result, your winnings were confiscated in accordance with Section 1.5 of our BONUS TERMS & CONDITIONS:

"While you have active bonus, maximum bet for all game types is 5 EUR / 5 USD / 7.5 CAD / 8 AUD / 8.5 NZD / 50 NOK / 500.00 INR (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, ASINO reserves the right to confiscate the winnings."

If you have any further questions, we’ll be happy to assist you.

Best regards,

Asino Casino

Dear Taii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.