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Confiscation of real balance earnings following misleading support information and compliance with terms.

Description of the events:

Hello, I am filing this formal complaint against EgoGames for the unjustified cancellation of my withdrawals and the confiscation of 383 EUR.

I wish to present my case based on the transparency and good faith with which I acted:

Prior consultation and good faith: While playing a free spins bonus, I reached a balance of 50 EUR. I stopped to consult with technical support about the maximum withdrawal limit (Max Cashout).

Misleading information from support: The Ria agent explicitly confirmed to me in writing that the limit for this bonus was €100 and instructed me to make a deposit to link my payment method. (Screenshot of the chat attached).

Following instructions: Under that promise, I played until I reached 100 EUR, stopped, and made a deposit of 10 EUR via ByBit Pay (02:08:16). I immediately requested the withdrawal of the 100 EUR bonus (02:14:17).

Winnings with Real Money: With my deposit already processed and the requested bonus withdrawal, I continued playing with the remaining balance because it required me to wager my deposit at least three times before I could withdraw it. I made a profit of +€358 (but only withdrew that amount).

Additional features in the game "Hottest 666"

Arbitrary confiscation: The Finance Department canceled both withdrawals, now claiming the limit was only €25. This is unacceptable, as the €358 was generated from the actual balance after the initial deposit was made.

Lack of support: When trying to clarify the contradiction between what Ria said and the financial decision, agent Anthony abruptly closed the chat and ignored my evidence.

Claims:

I demand the return of my legitimate winnings from my real money balance (358 EUR) plus the 75 EUR that the casino left in my account as an "exception". The total amount claimed is 433 EUR.

I request CasinoGuru's intervention, as the casino induced my deposit through false information and subsequently confiscated funds that were no longer legally subject to the no deposit bonus rules.

Confiscación de ganancias de saldo real tras información engañosa del soporte y cumplimiento de términos.

Descripción de los hechos:

Hola, presento esta reclamación formal contra EgoGames por la cancelación injustificada de mis retiros y la confiscación de 383 EUR.

Deseo exponer mi caso basado en la transparencia y la buena fe con la que actué:

Consulta previa y buena fe: Mientras jugaba un bono de giros gratis, alcancé un saldo de 50 EUR. Me detuve para consultar con el soporte técnico el límite máximo de retiro (Max Cashout).

Información engañosa del soporte: La agente Ria me confirmó explícitamente por escrito que el límite de este bono era de 100 EUR y me instruyó a realizar un depósito para vincular mi método de pago. (Adjunto captura del chat).

Cumplimiento de instrucciones: Bajo esa promesa, jugué hasta alcanzar los 100 EUR, me detuve y realicé un depósito de 10 EUR vía ByBit Pay (02:08:16). Inmediatamente solicité el retiro de los 100 EUR del bono (02:14:17).

Ganancias con Saldo Real: Con mi depósito ya procesado y el retiro del bono solicitado, continué jugando con el saldo restante debido a que me solicitaba jugar con mi deposito al menos 3 veces mas de poder retirarlos . Logré una ganancia de +358 EUR (pero solo retire esa cantidad).

adicionales en el juego "Hottest 666"

Confiscación arbitraria: El Departamento Financiero canceló ambos retiros, alegando ahora que el límite era de solo 25 EUR. Esto es inaceptable, ya que los 358 EUR se generaron con saldo real después de haber cumplido con el depósito de vinculación.

Falta de soporte: Al intentar aclarar la contradicción entre lo que dijo Ria y la decisión financiera, el agente Anthony me cerró el chat de forma abrupta e ignoró mis pruebas.

Pretensiones:

Exijo el reintegro de mis ganancias legítimas de saldo real (358 EUR) más los 75 EUR que el casino dejó en mi cuenta como "excepción". El total reclamado es de 433 EUR.

Solicito a CasinoGuru su intervención, ya que el casino indujo mi depósito mediante información falsa y posteriormente confiscó fondos que legalmente ya no estaban sujetos a las reglas del bono sin depósito.

Important notice:

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Stay safe.

Dear Engelgmr,

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

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

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Petra

Dear Petra, thank you very much for your follow-up. To complement my previous message and provide you with greater technical clarity, I am detailing the following:

Support information and T&Cs: At no point was I informed that the bonus terms would continue to apply after the deposit. On the contrary, I contacted support (Ria) when I had €50 to act in good faith. She confirmed a €100 limit and instructed me to deposit to link my payment method. I acted on that official casino premise, which they are now violating.

Nature of the bonus (Wager 0): As I mentioned, the bonus was Wager 0 (no wagering requirements). This is crucial, because with no outstanding requirements, the balance technically becomes real money upon reaching the limit. Upon reaching €100, the bonus "contract" was supposed to end there after my qualifying deposit.

Balance split and origin: After depositing my €10, the system allowed me to split the funds: I requested a withdrawal of the €100 (released bonus) and continued playing with my €10 deposit (real money balance). Since my deposit was my own money, any winnings derived from it (the additional €358) should not be subject to no-deposit bonus limits, as the origin of the wagered funds changed to "real money."

Accuracy measure: I requested two separate withdrawals precisely to avoid any "sticky bonus" confusion or commingling of funds. The fact that the casino allowed these separate requests confirms that, at the time, the system recognized the funds as independent.

I am attaching again the screenshots of the balance panel and the transaction history where the exact chronology can be seen: Deposit -> Bonus Withdrawal -> Real Balance Profits -> Real Profits Withdrawal.

I'll be happy to answer any further questions. Thank you for your help.

Estimada Petra, muchas gracias por el seguimiento. Complementando mi mensaje anterior y para darte mayor claridad técnica, detallo lo siguiente:

Información del soporte y T&C: En ningún momento se me informó que los términos del bono seguirían aplicando tras el depósito. Al contrario, contacté al soporte (Ria) cuando tenía 50€ para actuar de buena fe. Ella me confirmó un límite de 100 EUR y me instruyó a depositar para vincular mi método de pago. Actué bajo esa premisa oficial del casino, la cual ahora están incumpliendo.

Naturaleza del bono (Wager 0): Como mencioné, el bono era de Wager 0 (sin requisitos de apuesta). Esto es fundamental, ya que al no haber requisitos pendientes, el saldo se convierte técnicamente en real al alcanzar el límite. Al llegar a los 100 EUR, el "contrato" del bono debía finalizar ahí tras mi depósito de vinculación.

División y origen del saldo: Tras depositar mis 10 EUR, el sistema me permitió separar los fondos: solicité el retiro de los 100 EUR (bono liberado) y seguí jugando con mis 10 EUR de depósito (saldo real). Al ser mi depósito dinero propio, cualquier ganancia derivada de este (los 358 EUR adicionales) no debería estar sujeta a límites de bonos sin depósito, ya que el origen del fondo apostado cambió a "dinero real".

Medida de precisión: Solicité dos retiros por separado precisamente para evitar cualquier confusión de "sticky bonus" o mezcla de fondos. El hecho de que el casino permitiera estas solicitudes por separado confirma que, en su momento, el sistema reconoció los fondos como independientes.

Adjunto nuevamente las capturas del panel de saldo y del historial de transacciones donde se observa la cronología exacta: Depósito -> Retiro de Bono -> Ganancias con Saldo Real -> Retiro de Ganancias Reales.

Quedo atento a cualquier otra duda. Gracias por tu ayuda

Hello Engelgmr,

Thank you for your reply and for providing the previous details.

• Have you ever made a successful withdrawal at this casino?
• Could you please share a link or a screenshot of the bonus you used?
• Additionally, do you have any further communication or evidence from the support chat aside from the attached screenshot?

You can send all relevant documents to: petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Hello Petra, I hope you are well.

I successfully withdrew the €75 that the casino allowed me as an "exception," quoting the words in their email.

I've attached screenshots of the email I received with the offer. Sorry if I'm sending it in 3 parts, but I only have my mobile phone at the moment.

In this case, it was the only successful contact I had with the chat; after that, they only indicated that it was the decision of their finance department and there was no other answer/solution.

Buenas Petra, deseo te encuentres bien.

Realice el retiro de manera exitosa de los 75€ que el casino me dejó como "excepción" citando las palabras de su correo.

Adjunto las capturas del correo electrónico que recibí con la oferta, disculpa si lo envío en 3 partes pero solo cuento con mi móvil en este momento.

En este caso es el único contacto que tuve de forma exitosa con el chat posterior a ello solo me indicaban que era la decisión de su departamento financiero y no había otra respuesta/solución.

Hi Petra.

I'm sorry to bother you again with my request, but I believe this would support my case regarding decisions that administrators can deliberately make without relying on any terms or conditions that the user can consult/understand in order to apply for the benefits.

Today I received an email, just like the first one I received, offering 30 free spins with no wagering requirement. Wanting to give them a second chance and a vote of confidence, I went back to the live chat to claim the promotion. However, as in my case, it seems an administrator, without any solid grounds, can deny it, using vague excuses like "my activity on the platform." In general, I think a user who hasn't received effective answers and has had a negative experience wouldn't return to the same establishment, "hoping for a better experience (and don't take this the wrong way, but that's the expression) miraculously." At least, that's not the case for me. Fortunately, there are betting sites that are completely transparent and offer quality service. I've attached screenshots of the chat I had with the agent to support my story and, above all, to show that an administrator has the final say, bypassing their own rules or adding new ones without official backing.

Thank you for your attention and I wish you an excellent week and a nice end to the month.

Your servant, Ángel, awaits your response.

Hola Petra.

Lamento incordiar nuevamente con mi solicitud, pero creo que esto apoyaría mi caso sobre las decisiones que los administradores pueden tomar de manera deliberada sin respaldarse en algún término o condición que el usuario pueda consultar/ tener por entendido para aplicar a los beneficios.

El día de hoy recibí un correo electrónico, justo como el primero que recibí 30 giros gratis, sin requisito de apuesta, con la finalidad de otorgarle una segunda oportunidad y un voto de confianza me dirigí nuevamente al chat en vivo para hacer valida la promoción, pero como en mi caso presentado parece que un administrador, sin fundamentos sólidos en lo que se puedan basar puede denegarlo, utilizando recursos vagos como "mi actividad en la plataforma" en general creo que un usuario al cual no han dado respuestas efectivas y ha tenido una experiencia negativa, no regresaría nuevamente al mismo establecimiento, "esperando una mejor experiencia (y no me lo tomes a mal pero la expresión sería) de manera milagrosa" o al menos no en mi caso, afortunadamente hay casas de apuestas que son completamente transparentes, las cuales también ofrecen un servicio de calidad. Adjunto las capturas sobre el chat que tuve con el agente, para respaldar mi anécdota y sobre todo evidenciar que un administrador tiene la decisión final saltando sus reglas o agregando nuevas sin respaldo oficial.

Por tu atención gracias y te deseo una excelente semana y bonito fin de mes.

Tu servidor Ángel, queda a la espera de tu respuesta.

Dear Engelgmr,

Thank you for your reply and for providing the previous details.

• Could you please provide your game and bonus history, if possible?
• Additionally, if you have any further evidence that may support your case, we kindly ask you to share it with us. You can either send the documents to petra.h@casino.guru or upload screenshots directly to the complaint thread.

Thank you again for your cooperation.

Dear Engelgmr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru