I’m sharing this as a warning for other players.
I had a huge win (8,000x my stake) on Zeus vs Hades 250 from Pragmatic Slots. When I tried to withdraw my winnings, the casino told me the win had to be sent to the game provider for verification.
I was told this would be resolved within 24 hours, but more than 24 hours have passed and there is still no resolution.
After those 24 hours, they are still delaying the case, telling me to wait, that it will be resolved soon, and that I should stay calm.
At the moment, this does not feel safe or reliable — especially if you win a significant amount. Based on my experience, you may face delays/problems when trying to withdraw bigger winnings.
I hope they resolve my case quickly, but until then, I think players should be careful.
Hey, we informed you that you kept flagging the system for manual review from doing many (14) small withdrawals in a row, which have all been sent to you, and to just request a single large withdrawal for the full amount so it doesn't trigger manual reviews again to process.
If you would please just request a single large withdrawal it will proceess immediately with no issue.
Please let us know if you have need help with anything else, Epic win btw!
Hello, it appears you represent the casino on the forum. That's great! May I ask you to fulfill a few steps so the players can recognize you as such?
https://casino.guru/forum/bonuses-and-promotions/rules-for-casino-representatives-adding-promotions 👈
"2) Your forum account needs to be manually synched with casino brands that you represent. You need to send us names of these brands and your forum username (or e-mail address) to community(at)casino.guru (community@casino.guru). Then we'll be able to synch your forum account with all the casino brands. You also need to contact us from an official casino address or from an e-mail address of a company that is responsible for marketing agenda in given casino brands."
Thank you very much in advance.
Hello, I perfectly get what you are saying. Based on my experiences, though, especially huge wins are sent to game providers for checking. In any case, I wish you fair solutions and quick payouts. Keep us posted, please.
Hey, we received an invite just now for this account to be synced and registered. Just made the other one quickly to respond to the player, If we need to do anything else let us know.
Hello, I see the account was fully synced. Thank you for your response and for supporting players on the forum.
I am posting this in the public review/discussion section because the formal complaint process is too slow for a time-sensitive case like this. My bonus expires in less than a week, so waiting several weeks for a standard complaint response is not a realistic option.
I have already contacted the casino directly and explained this situation in detail, but they have not properly addressed it or offered any real solution. That is why I am raising it here publicly and asking for urgent attention.
The situation is very simple. I fully used and lost all four welcome bonuses. After the 4th bonus was lost, only $0.10 remained on the account. I reasonably assumed the bonus would either end automatically or become irrelevant at that point. Instead, it stayed active in the background because of those 10 cents.
After that, I made a 5th deposit with no bonus and lost it. Then I made a 6th deposit, also with no bonus, deposited $100, and won $1,359 from my own real-money play. Only when I tried to withdraw did I find out that the old 4th bonus was still considered active, and now the whole balance is apparently tied to that old bonus.
This creates an obviously unfair result: if I cancel the old bonus, I lose the entire balance, including winnings that were generated later from deposits made without any bonus at all. In other words, my real-money winnings are being trapped by a nearly finished old bonus that had only $0.10 left and provided no actual advantage in the play that produced these winnings.
That is not a fair or reasonable application of bonus rules. If a player makes new deposits without claiming a bonus, those funds and any winnings from them should not be absorbed into an old bonus balance indefinitely just because $0.10 was left behind.
I am asking for this case to be reviewed urgently and for the casino to separate the later real-money deposits and winnings from the old 4th bonus. These winnings were not made from bonus funds, and treating them as bonus winnings is unjustified.
Please react to the message i have written above. Thank you!
I reviewed LuckyAnon’s Terms of Service carefully, and as far as I can see, this is the only relevant rules document available on the site. There does not appear to be any separate Bonus Terms section with additional bonus rules.
That makes this point especially important: I could not find any clear rule stating that a player must manually cancel an old bonus before making a new deposit without a bonus.
I also could not find any clear rule stating that if a small amount remains from an old bonus, then all future real-money deposits and all winnings from those later deposits automatically become tied to that old bonus balance.
From the Terms of Service I reviewed:
Section 9.3 says that the casino may offer bonuses and that such bonuses may have their own terms and conditions. However, in practice, I could not find any separate Bonus Terms section on the site. So based on the available rules, there is no clearly published rule explaining that a player must manually cancel an old bonus before making a later non-bonus deposit.
There is also no clearly published rule explaining that if, for example, only $0.10 remains from an old bonus, then all later deposits made without any bonus and all winnings from those deposits will automatically be treated as bonus-related funds.
This is important because Section 7.8 separately refers to deposits and says that deposits are subject to a 1x playthrough requirement before withdrawal. That suggests that real-money deposits are treated as their own category, not automatically absorbed into an old bonus balance unless that consequence is clearly and explicitly stated.
Section 9.5 also says that the casino reserves the right to cancel bonuses that are not claimed within the applicable period or within 60 days, and may cancel bonuses at its sole discretion. This suggests that the casino has the ability to manage bonus status itself, rather than leaving players exposed to severe hidden consequences without a clear warning.
What is missing from the published Terms of Service is any transparent explanation of the exact consequence I am now facing: that cancelling an old bonus with only $0.10 left would allegedly cause the loss of later winnings that were generated from my own separate deposits made without any bonus.
So based on the rules currently published on the site, I do not see:
any explicit requirement that a player must always manually cancel an active bonus before making a later deposit,
any explicit rule that future non-bonus deposits become part of an old bonus balance just because a small amount remains there,
any clear warning that later real-money winnings can be confiscated if an old bonus is cancelled afterwards.
Because of that, this outcome looks non-transparent and unfair. The winnings in question were generated from my later real-money deposits, not from bonus funds, and I do not believe the published Terms of Service clearly justify treating them as bonus winnings.
Since there appears to be no separate Bonus Terms page at all, I believe the casino cannot reasonably rely on unpublished or unclear bonus rules after the fact. If such an important restriction exists, it should be clearly stated in the publicly available rules.
I win 1576 usd
they refused withdrawal
don’t believe what they say and don’t lost ur money here
take care
big big scam 
Hello, I believe the message is directed to the casino representative, which makes sense and therefore I would give the person a chance to respond.
Honestly, I have no magical insights because I don't work in any casino. If an official representative replies, it feels weird for me, as an outsider, to step in.
You already submitted your complaint request, and it will be reviewed soon.
I win 1576 usd
they refused withdrawal
don’t believe what they say and don’t lost ur money here
take care
big big scam
Hello, I believe the question is—did you postpone the bonus features on games?
Many casinos do not allow this behavior; however, players are still kind of used to seeing this from many streamers. 🙁 Still. the terms and conditions matter the most.
Well, you may address the casino representative directly in this thread, if you like. I guess it is a good start.
No i meant you! The problem is that it is very time sensative question, but compaint resolution process takes months ( with all respect you have very ineffective complaint resolution process, taking into number of employees you have). That is why i wanted you to pay attention to that question.
my complaint is not even accepted ( but you can make AI accept complaint if it meets certain criteria)
Good day to you.
I believe an explanation of the true point of the forum is in place.
First of all, we do not respond to such demands because they are outside our line of work, so I'm sorry but I can't help you with your kind, time-sensitive request.
Secondly, the complaint process is where situations are resolved, and we do not aim to evaluate players' issues solely through AI. We do that in collaboration.
I know your case is urgent, but please wait for the Complaint Team to contact you. This is how things work here.
In my opinion, you are not very accustomed to the process; hence, please read this guide to avoid future misunderstanding:
Complaint Resolution Information and Instructions 👈
How We Resolve Casino Complaints and Why 👈
We can talk later if you want.
To be honest Radka i think i am accustomed better than half of your employees. And of course i have read more T&C of casinos than your casino reviewers. I am visiting your website for a lot year. I even know which casinos with fake slots you promote ( i think you know them too). Promoting i mean deliberately not lowering their rating with all proofs of fake slots.
Hope we can talk later, because i have written a lot of stuff that can be changed and improved at casino guru to Matej if i am not mistaken, but nobody replied to me
Well, I hear what you are saying, but on the other hand, you come here with unrealistic expectations, demanding something that is clearly unavailable on the forum as well as described in the guides; however, you are more accustomed than half of the Casino Guru members. Ok, this is your opinion.
I, in anycase, explained the situation clearly to you. And as far as I can add, nothing else you mentioned plays a role in the current complaint process.
That will be all from my side. If you wish to continue your discussion on this forum, please modify your approach.
Radka i have never demanded anything from you! I just wanted to pay your attention. If it was rude and inapropriate i am sorry for that.
You said me modify my approach, but you are not even interested about casinos with fake slots, which has extremely high rating on your website. Is it because it normal practice for you and know abouot that, or because you do not care?
I guess everyone here can form an opinion.
If you have proof that any casino is using unofficial or manipulated games, please provide it to the Data Team, and they will decide what can be investigated. Matěj, on the other hand, is mostly involved in offshore licensing activities and attends international conferences, so we do not share his email address for such matters. I understand that you feel you've done everything you can and that nothing has happened. However, I believe we did not recommend the action you took, so the outcome was not as you expected. Please accept it.
Maybe you would appreciate that just recently our review included Gamecheck seals and findings. You will see the results once Gamecheck has checked those games. We adopted this collaboration because we lack the tools to investigate casino games.
Sure i will provide. But when a lot of players in reviews of casino and in forum says that exact casino has fake games ( and even explain how the got that it is fake) isn't it your Data team duty to check it?
please provide you Data team contacts!
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