Casino Orca - Spelarens uttag avvisades.

I just deposited €100 today and played 9 bells, then took €30 with bonuses, i.e. ORCA40 (which was 40 free spins). The winnings from that were around €27. I then played 9 coins love under the €3 bonus conditions. When I had around €100 I hadn't seen any bonus money and asked in the chat about the bonus. I was then told I had to wager the €30 once, which I had already done, and I went back to 9 bells and played my slots. Also over the €3. When I had €340 I made a withdrawal and everything was canceled and I would have violated the conditions, even though I had informed myself again in the chat beforehand. I am not aware of any wrongdoing. Everything is gone, my last deposit of €30 was refunded to my balance. Can you help me?

Kind regards

Ich hatte heute erst 100€ eingezahlt und 9 bells gespielt, dann 30 Euro mit Boni also ORCA40 genommen ( waren 40 Freispiele) der Gewinn daraus lag bei ca.27 Euro, darauf hin habe ich 9 coins love gespielt unter den 3 € Bonusbedingung. Als ich bei 100€ ca war hatte ich nix gesehen von Bonusgeld und im Chat nachgefragt, wegen dem Bonus, darauf hin hatte man mir gesagt ich muss einmal die 30 Euro umsetzen, ist bereits gewesen und bin wieder bei 9 bells rein und habe meine slots gespielt. Über die 3€ auch. Bei 340€ bin in die Auszahlung und mir wurde alles gestrichen und ich hätte gegen die Auflagen verstoßen, obwohl ich mich vorher im Chat nochmal informiert habe. Bin mir keiner Schuld bewusst. Alles ist weg meine letzte Einzahlung von 30€ wurde wieder auf mein Guthaben zurück gesetzt. Können Sie mir weiter helfen?

Mfg

Dear Ausnein,

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

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

• Could you please share the communication from the casino detailing the allegations against you?
• Was the 30€ bonus unrelated to your 100€ deposit?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

The €100 I initially deposited and lost at 9 Bells had nothing to do with the bonus I received with the new €30 deposit. The bonus was ORCA40 (€30 deposit + 40 free spins).

I am sending you the emails from the casino and the screenshots of the chat history, including those I specifically asked about, so as not to make any mistakes.

Kind regards

Exit

Die 100€ die ich als erstes eingezahlt hatte und verspielt hatte bei 9 bells hatten nichts mit dem Bonus zu tun, den ich mit der neuen Einzahlung von 30€ getätigt hatte. Der Bonus war ORCA40 ( 30€ Einzahlung + 40 Freispiele)

Die Emails vom Casino schicke ich Ihnen per Email und die Screenshots vom Chatverlauf auch wo ich extra diesbezüglich nachgefragt hatte um keine Fehler zu machen.

Mfg

Ausnein

Thanks for your email.

• Were you able to check the progress of the wagering requirement with the casino support or directly in your player's profile?
• Do I understand correctly that you thought you wagered the entire bonus, and only then did you start playing bets above 3€?
• How did you make sure the wagering of the bonus was complete?

Hello Tomas,

I couldn't check the player progress myself, so I contacted Casino Orca's chat and asked (see screenshots I sent you via email).

On to your next question.

Yes, that's what I thought, and according to the chat, there were no more conditions attached to it, and after the confirmation from the chat, I started playing with the €3.

And the third question:

The chat had told me that I was playing with real money and that there were no longer any conditions attached. Furthermore, at the top of the deposit bar there was no longer any mention of a bonus, just real money and the amount was around €100, which is why, as I said, I started playing with over €3.

Hallo Tomas,

Ich konnte nicht selber den Spielerfortschritt prüfen, deshalb hatte ich mich an den Chat von Casino Orca gewendet und nachgefragt ( siehe Screenshots die ich Ihnen per Email geschickt hatte).

Zu Ihrer nächsten Frage.

Ja das habe ich gedacht und laut dem Chat war ich auch an keine Bedingung mehr geknüpft, und hatte nach der Bestätigung vom Chat angefangen über die 3€ auch zu spielen.

Und die dritte Frage:

Der Chat hatte mir gesagt das ich mit echtgeld spiele und nicht mehr an Bedingung geknüpft bin und des Weiteren oben in der leiste bei Einzahlung stand auch nix mehr von Bonus sondern nur Echtgeld und der Betrag lag bei ca. 100€ deshalb hatte ich wie schon gesagt angefangen auch über 3€ zu spielen.

Thank you very much, Ausnein, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Ausnein,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Orca to the conversation to participate in the resolution of this complaint.

Hello Peter,

Thank you and I'm looking forward to it.

Hallo Peter,

Ich danke Ihnen und bin mal gespannt.

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 Peter, I have some important information for you. I received an email from Casino Orca. It states that the casino will operate solely under the name Casino Orca until June 10, 2025, and will have a new name starting June 11, 2025. However, the actual operator will remain the same. I'm sending you this email.

Based on this email, I don't believe that the casino will comment on my complaint or, better said, has any interest in resolving it.

Kind regards

Hallo Peter ich habe eine wichtige Info für Sie, denn ich habe eine Email von casino Orca bekommen. Da steht drin das, dass Casino bis zum 10.06.25 nur noch unter dem nahmen Casino Orca läuft und ab dem 11.06.25 einen neuen Namen hat aber der eigentliche Betreiber bleibt der gleich ich schicke Ihnen mal diese Email.

An Hand dieser Email glaube ich nicht das sich das Casino zu meiner Beschwerde äußern wird oder besser gesagt ein Interesse daran hat es zu lösen mit.

Mfg

Hi there,

We apologize for late answer.

After security check we have decided to allow player to withdraw maximum withdrawal amount of 150 Eur which is 5 times deposit amount matched with bonus according to Bonus T&C.

Balance is set accordingly and we invite player to request withdrawal any time.

CasinoOrca Team

Thank you Casino Orca team for the update.

Dear Ausnein,

Can we consider the issue to be resolved?

Hello Peter and Casino Orca,

I agree and the problem is solved.

Thank you for your help.

Best regards

Exit

Hallo Peter und Casino Orca,

Ich bin damit einverstanden und somit ist das Problem gelöst.

Ich danke Ihnen für Ihre Hilfe.

Liebe Grüße

Ausnein

Thank you, Ausnein, for confirmation. We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter