FatFruit Casino - 当該プレイヤーは出金が遅れていると考えています。

I received a no-deposit bonus of €20 at FatFruit Casino. The bonus description did not mention any withdrawal limit.

I fulfilled all the wagering requirements correctly (wagered €700, maximum bet €5) and won €1,000 with the bonus. When I requested a withdrawal, the support team informed me that I could only withdraw €50 — citing the general terms and conditions.

However, the €50 limit was not visible in the bonus offer itself and was only mentioned later in hidden sections of the general T&Cs.

I find this misleading and unfair, as I accepted the bonus under different assumptions. The support team refused to resolve the case in a fair manner.

I therefore kindly request a review of this case and hope for a fair resolution. I have attached the chat history with the support team.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, I have checked the bonus terms & conditions, and this is what I found:

1.8. The maximum withdrawal limit from a no deposit bonus including free spins is €50. The maximum withdrawal limit from no deposit free spins is €50. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is €50. If the bonus offered is more than €50 then the maximum cash-out will be equal to the bonus amount offered. To request a withdrawal, you must fully verify your account and make a minimum deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

While it would certainly be more transparent and fair if this important condition was clearly shown at the time of bonus activation, it is considered sufficient for such a limit to be stated within the general bonus terms.

Unfortunately, because this rule was officially published and accessible at the time of your gameplay, there is not much more I can do to support your complaint, the presence of the rule in the terms and conditions means the casino acted within its stated rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.