Resetting a winning balance to real money

Greetings,

An incident recently occurred at a casino called CASINA. I activated a second-deposit bonus and made the deposit, but I noticed that the bonus balance did not appear in the "Promotions" section. I contacted their support chat and asked them to credit it; they added it to my account, alongside my real-money balance. However, I played using only my real-money balance—the bonus funds remained completely untouched.

Once I had won 2500 EUR using my real-money balance, I attempted to make a withdrawal. I was told that I needed to cancel the bonus in order to withdraw; I did so and then submitted my withdrawal request.

A few days later, I logged in and discovered that my winnings had been manually deducted by the casino staff.

I request that this violation be addressed and resolved.

screenshot of a conversation with support

Thanks for sharing the conversation with support. This makes the dispute much clearer.

The casino's position seems to be that once you cancelled the active bonus, the €2,555.40 in winnings was voided under their bonus terms and only your deposit was returned.

Your position, however, is that those winnings were generated from your real-money balance and that you never actually played with the bonus funds. You also say the bonus was originally credited incorrectly to your main balance by support.

That distinction is very important.

If the €2,555.40 was genuinely won from real funds rather than bonus funds, then I think this deserves a proper review rather than simply applying a general "bonus cancellation voids winnings" rule.

I would recommend submitting a complaint with us and including these screenshots, the bonus terms that applied at the time, and any evidence showing how the real-money and bonus balances were displayed before and during play.

The key question for the Complaints Team will be whether those winnings were actually connected to the bonus or whether the casino incorrectly treated real-money winnings as bonus winnings when the bonus was cancelled.