CasinOK Casino - Die Gewinne des Spielers wurden eingezogen.

Good day,

I received 250 free spins as part of a promotion and won approximately €12-18 from them.

After the free spins ended, I continued playing normally and then placed sports bets. At no point was an active bonus visible, there were no displayed wagering requirements, and no restrictions on betting or submitting a withdrawal request.

With these funds I made further profits through sports betting and reached a balance of approximately €300, which I have requested to be paid out.

After submitting a withdrawal request, the casino manually deducted €300 from my account, stating that it was entirely free spin winnings and that a withdrawal limit of €100 applied.

My position is:

Only about €12–18 comes directly from the free spins.

There was no active bonus stored in the system.

Sports betting was fully possible, which is usually not allowed with bonus money.

The balance was treated as real money until the withdrawal request was submitted; only after that was a manual correction made.

Even according to the casino's own rules, I did not receive the allowed €100 from the free spins, as the payout was made from my deposit.

I consider the deduction of €300 to be unlawful and opaque and demand the repayment of this amount.

I can gladly provide you with further evidence, including screenshots.

Guten Tag,

Ich habe 250 Freispiele im Rahmen einer Promotion erhalten und daraus ca. 12–18 € gewonnen.

Nach dem Ende der Freispiele habe ich normal weitergespielt und anschließend Sportwetten platziert. Es war zu keinem Zeitpunkt ein aktiver Bonus sichtbar, es gab keine angezeigten Umsatzbedingungen und keine Einschränkungen beim Wetten oder beim Stellen eines Auszahlungsantrags.

Mit diesen Geldern habe ich durch Sportwetten weitere Gewinne erzielt und ein Guthaben von ca. 300 € erreicht, das ich zur Auszahlung beantragt habe.

Nach dem Auszahlungsantrag wurden mir 300 € manuell vom Casino abgezogen mit der Begründung, es handle sich vollständig um Freispiele-Gewinne und es gelte ein Auszahlungslimit von 100 €.

Meine Position ist:

Direkt aus den Freispielen stammen lediglich ca. 12–18 €.

Es war kein aktiver Bonus im System hinterlegt.

Sportwetten waren vollständig möglich, was mit Bonusgeld üblicherweise nicht erlaubt ist.

Das Guthaben wurde bis zum Auszahlungsantrag als Echtgeld behandelt, erst danach erfolgte eine manuelle Korrektur.

Selbst nach den eigenen Regeln des Casinos habe ich die erlaubten 100 € aus den Freispielen nicht erhalten, da die Auszahlung aus meiner Einzahlung erfolgte.

Ich halte den Abzug der 300 € für unrechtmäßig und intransparent und fordere die Rückzahlung dieses Betrags.

gerne habe ich noch weitere Beweise Screenshots für sie bereit.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinOK Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot or a link to the promotion and its specific bonus rules?
• Could you please share with me the communication with the casino regarding the justification for withholding winnings from you?
• Were the free spins a bonus that required you to make a real money deposit?
• Share screenshots here or send the information to my email at [email protected]

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

So, I sent the email.

All evidence, including my correspondence with support, is attached.

so ich habe die Mail rausgeschickt.

Im Anhang stehen alle Beweise inklusive meinem Schriftverkehr mit dem Support

Hello Freemen123,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Freemen123,

• Did the bonus require you to complete wagering requirements?
• Did you complete verification of your identity in the casino?

Please let me know.

I sent them the screenshot of the bonus via email.

I won almost 18 euros from the free spins, which were immediately declared as real money.

Then I had a win that increased my account to €100. Afterwards, I reached €300 through sports betting (see PDF) email.

As required by the casino, I made a deposit and verified my identity before the withdrawal.

Ich habe ihnen den Screenshot des Bonuses per email geschickt.

Aus den Freispielen habe ich knapp 18euro gewonnen gehabt , welche direkt als echtgeld deklariert wurden.

darauf hin gab es einen Gewinn der mein Konto auf 100€ aufgestockt hat . Anschließend bin ich mit Sportwetten auf 300 Euro gekommen(siehe pdf) email .

Ich habe wie vom Casino gefordert vor der Auszahlung eine Einzahlung getätigt und mich verifiziert.

Dear Freemen123,

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, Matej ([email protected]). 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,

Tomas

Hello Freemen123,

I am sorry for the delayed answer, I was participating at the conference.

It is sad to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?