Hercules Casino - プレイヤーの賞金は没収されました。

I would like to file a complaint regarding confiscated winnings at Hercules Casino.

I deposited 226.85 EUR and received a deposit bonus of 283.56 EUR. According to the bonus information in my account, the bonus had no wagering requirement (x0).

On 15.03.2026 I submitted a withdrawal request at 00:32:58.

According to the system records in my bonus history, the bonus was automatically cancelled at 00:32:59 due to the withdrawal request.

This means the bonus was no longer active and the funds were no longer bonus-linked.

Later the casino cancelled my withdrawals (total 1,955.30 EUR) claiming that I violated the maximum bet rule of 3 EUR while playing with bonus-linked funds.

However, the bet of 5 EUR referenced by the casino occurred around 01:15, approximately 40 minutes after the withdrawal request and after the system had already cancelled the bonus automatically.

At the moment of that bet the bonus was no longer active according to the system.

Therefore I believe the casino incorrectly applied the bonus maximum bet rule to funds that were no longer connected to an active bonus.

I have screenshots showing:

- the withdrawal request time

- the automatic bonus cancellation time

- the gameplay history showing the 5 EUR bet after the bonus was cancelled.

I kindly ask Casino Guru to review the timeline and the casino's application of the bonus rules in this case.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When you submitted your withdrawal request, did you see any pop-up notifications or warnings informing you that the bonus terms would continue to apply until the withdrawal request was processed?
• How many bets exceeding the maximum allowed limit of €3 did you place after submitting your withdrawal request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

I replied to your email.

Thank you,

Dear Veronika,

Thank you for taking over my complaint.

I would like to clarify an important update regarding my account.

My account has been closed by the casino, and this action was taken without my request or consent.

As a result, I no longer have access to my account, which prevents me from reviewing transaction details, managing my balance, or taking any further action directly through the platform.

This raises additional concerns, as the account closure happened during an ongoing dispute regarding deposits and transactions.

I kindly ask that this factor is taken into consideration when assessing the case.

Kind regards,

Alise

Hello vienalga,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear vienalga;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear vienalga,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this: 9. When playing with a bonus, funds are first taken from the real money balance, and after that from the bonus money balance. Maximum withdrawal from bonuses is 5 times ( 5x ) the received bonus amount if not stated otherwise. Any balance above this amount will be forfeited when the finance department approves your withdrawal request. Bonus restrictions (maximum betting limit of 3€, forbidden games) apply until the withdrawal request has been processed. Bonus terms and conditions still apply even if the player cancels withdrawal with bonus and plays further on.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is karla.m@casino.guru. If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards, Karla

Dear vienalga,

After a further evaluation of your case, we have decided to reopen the complaint and review all available evidence once again.

We would like to give this case another opportunity to be assessed thoroughly and aim to reach a fair conclusion for both parties.

If you have any additional evidence that could support your case, please feel free to send it to my email at karla.m@casino.guru. This may include game history, bonus details, or any further communication with the casino.

Thank you for your cooperation. I will keep you updated on any developments.

Karla

Dear Karla,

Thank you for reopening the complaint.

I would like to clarify the key point of my case. I fully understand and accept maximum bet rules when they are clearly enforced — for example, if a player receives a warning or is technically prevented from placing a higher bet.

In such cases, the responsibility is clearly on the player.

However, in my situation, no such restriction or warning was present. After submitting the withdrawal request and effectively canceling the bonus, I continued playing with my own balance. The system allowed me to place a €5 bet without any indication that this would violate any rule.

I would also like to highlight that I used the 3rd Welcome Bonus, and as shown on the bonus page, there is no clear or visible information about any ongoing bonus conditions after a withdrawal request.

The only place where such critical limitations appear is within the detailed Terms & Conditions, which are not clearly presented or enforced during gameplay.

This creates a clear "trap" situation. Experienced players, including myself, are used to standard industry practice where once a bonus is canceled (e.g. by requesting a withdrawal), the remaining balance becomes real money and can be used freely without restrictions.

If the bonus was indeed still considered active, there should have been a technical restriction or at least a clear warning preventing bets above the allowed limit.

Without such enforcement or visibility, it is not reasonable to penalize the player for actions that the system itself allowed.

Without this, it is not reasonable to expect the player to comply with a rule that is neither enforced nor visible in real time.

Applying a full confiscation of winnings in such circumstances appears disproportionate and unfair, especially given the lack of system-level enforcement — which is also addressed in your Fair Gambling Codex.

Additionally, I have already provided all available evidence with crucial key points and screenshots via email.

As my account is now closed, I no longer have access to my FULL gaming history.

Therefore, I kindly ask you to request the full game history and relevant data directly from the casino.

Kind regards,

Alise

Dear vienalga,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, samuel.s@casino.guru . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear vienalga,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Hercules Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Hercules Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

I would like to clarify a point that may be misinterpreted by Hercules casino regarding my account status.

They will state account was closed due to potential chargebacks.

Any inquiry regarding refund of deposits made in relation to StupidCasino was directed to the payment processor only after the casino had refused to return my deposits, despite my self-exclusion status.

Itis important to note that this was not a formal chargeback, but rather a request for clarification and assistance from the payment provider after the casino declined to resolve the matter.

Following this, all of casino accounts were closed at the platform level and labeled accordingly. However, this action is related solely to the StupidCasino case and occurred after the events in question.

This is entirely unrelated to the current complaint regarding Hercules Casino, where the confiscation of winnings happened prior to any such actions.

For this reason, I kindly ask that the present case be evaluated independently, based on its own facts and circumstances.

Hello vienalga,

thank you for confirming the email address.

I have already shared this information with the casino via email so they can proceed with their investigation. We will now wait for their response.

If the casino provides an update directly in this complaint thread, we will continue here. In case they respond outside of the thread (either to me or to you), please let me know as soon as possible, and I will do the same from my side.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello vienalga,

thank you for your patience while I was reviewing this case.

The casino did not respond directly in the complaint thread, however they provided me with a detailed explanation and supporting evidence via email, as the data involved is considered sensitive.

Based on the information and evidence I received, it was confirmed that the maximum allowed bet of €3 per spin was exceeded while a bonus was active. According to the casino’s bonus terms, this is a violation of the rules, and in such cases the winnings may be confiscated.

I was also informed that the account was later closed at the platform level due to chargeback/fraud-related concerns. While I understand your explanation, this action is handled by the operator and is separate from the bonus-related issue.

After reviewing all the provided information and evidence, I consider the casino’s actions to be justified.

For this reason, I will now close this complaint as rejected.

Thank you for your cooperation.