Good day, I want to send a complaint to https://casinok.com/...I played at this casino and got a no deposit bonus, I verified my account with documents and made a deposit of $20 after making the deposit I requested a withdrawal of $100 because that is the maximum amount that can be withdrawn from the free bonus. After withdrawing the money, I continued playing with the deposit that I made for verification. I had about $10 left. I continued and had a win of $500 when I requested a withdrawal they refused and took the money away, the reason is because it is bonus money, I wrote nicely that it was the deposit that I made. When I made the deposit I refused the bonus, so it was a pure deposit without a bonus. And now they have taken my money away, I will send you all the pictures I have and the communication with them and the manager.

Dear Estevan, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Casinok Casino. I have checked the terms, and this is what I found: 

8.3 No deposit Free Spins and Free Bets

All free spins and free bets awarded without a deposit are subject to a 35x wagering requirement before any winnings can be withdrawn.

The maximum withdrawal from no deposit bonus winnings is €100 / $100 (or local currency equivalent).

If you win money from Free Spins, you need to make a minimum deposit of $20 and wagered one time before you can withdraw.Until you make this deposit, your withdrawal request will be declined.

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Can you please specify what exact no-deposit bonus you received? Were there any confirmation emails about the awarded bonus containing any specific terms?
• Have you wagered your deposit of $20 one time before requesting the first withdrawal of $100 (winnings from the no deposit bonus)?
• Have you received any communication from the casino regarding their decision to refuse your withdrawal?
• Do you have access to your game/betting history in your casino account? If yes, can you please forward it to me at [email protected]?

I would like to emphasize that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

I'm looking forward to your reply.

Best regards, 

Natalia

Good day, yes I made a deposit and completed the wagering, and I had a balance of $110, I requested a withdrawal of $100, which is the maximum, and I paid it successfully into my account only after the withdrawal from the account, I continued playing with the money that was left in my account from the deposit. And when I had a win, I requested a withdrawal and they took my money away. They told me that I should have withdrawn all the money and only then deposited again and bet, and that is not written in their rules.

1) I received a no deposit bonus of 50 free spins on the game book of witches, I did not receive any email about the rule

2) I made a deposit of $20 and played more than 1x wagering and I had $110 left in my account. I sent a payment of $100 and I withdrew it successfully, so I had $10 left and with the $10 that was left from my deposit I had a profit of $500 which was later denied to me.

I have pictures of the history of the ogre, of course I'll find them now.

Ovo su mi danas odgovorili menqdzeri.

Dear Djordje,

Thank you for your email!

We understand your concerns and frustrations, and we appreciate you taking the time to share your perspective. Our intention is always to act fairly, transparently, and in accordance with our terms and conditions, and we are here to clarify the situation in detail.

We would like to inform you that as stated in our bonus terms, the maximum withdrawal limit for winnings generated from free spins is 100 USD. This policy is in place to ensure consistency and fairness across all users. I’ve attached a screenshot of the relevant section from our terms and conditions for your reference, which is available on our website.

In your specific case, once the maximum withdrawal amount of €100 was reached, the remaining balance—considered excessive winnings under the bonus rules—was removed accordingly. These terms are clearly outlined and agreed to at the time of claiming the bonus.

As for the remaining funds on your account: after review, we can confirm that they were used through regular gameplay, and no further balance remains available for withdrawal at this time.

While we are confident in the fairness and legality of our process, we are always open to resolving matters amicably and professionally. If you have a specific proposal for resolution, please feel free to outline it, and we will review it in good faith.

Thank you again for reaching out. We look forward to your response.

Have a nice day!

Dear Estevan, thank you for your reply. Could you please also specify what your balance was when you finished wagering of the free spins (35x) before depositing €20?

Do you have your real money balance and bonus money balance separated in your casino account?

Before paying the deposit I completed the wagering 100% and had 100e in my account, exactly the amount of the maximum withdrawal. After that I made a deposit of 20€ and spun it 1x and then requested a 100$ withdrawal and I had about 10$ left in my account. I played with that 10$ only after a successful withdrawal. I continued to play with Ogre after 2 days and had a profit of 500e

Thank you very much for your reply, Estevan. Could you please forward all the relevant communication between you and the casino that you haven't yet shared to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Do you have any new information?

Thank you very much, Estevan, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello Estevan,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

I would like to invite Casinok to join the conversation.

Dear Casinok,

While I understand that there is a maximum withdrawal from no deposit bonus winnings of €100 / $100 (or local currency equivalent). This is quite a common rule, however, where in your T&Cs is it stated that the players MUST withdraw the winnings and deposit them again so that this rule is not applicable for any further winnigs anymore? Furthermore, the player made a real money deposit and wagered it 1x as per your rules to be able to withdraw the winnigs from the previous no deposit bonus. Where in your T&Cs is it stated that even after fulfilling the wagering, the real money funds are still considered bonus funds? If this really is the case, why was the player not informed that, should they continue to play with the remaining $10, any additional winnigs will be confiscated? Perhaps via a pop-up message or similar?

I'm looking forward to your clarification.

Should there be any additional factors contributing to the situation that cannot be shared publicly, please share them with me directly at [email protected]

I wrote to them to contact the casino guru chat, the casino manager replied that my money was taken away correctly. When I asked how it was possible when I first withdrew $100 and after the payment I continued to play, they didn't want to give an answer and avoided letting me write it in the rules, they immediately changed the subject and said that the money was taken away correctly, can we report this, guys, considering that they have their license?

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.

Dear Estevan,

Thank you for reaching out and for playing at Casinok.com.

We’d like to clarify the terms of our no deposit free spins promotion and how they applied to your situation:

Free Spins Winnings: You received free spins and successfully completed the 35x wagering requirement on your winnings, which amounted to $115.

Minimum Deposit Requirement: As per the promotion’s terms, in order to withdraw winnings from free spins, a minimum deposit of $20 is required, with a 1x wagering on that deposit.

Wagering Outcome: You made a deposit of $20 and began wagering. Unfortunately, the full deposit amount was lost during gameplay, meaning the 1x deposit wagering condition was not successfully completed.

Withdrawal Processing: Despite the deposit being lost, we still allowed you to proceed with a withdrawal of your free spins winnings only. According to our terms, the maximum withdrawal from free spins is capped at $100 + deposit amount. Since your deposit was lost during wagering and not available to be added to the cashout, your withdrawal was limited to the $100 cap from the free spins.

We understand this may be disappointing, but we applied the terms and conditions as stated on our promotions page. We always aim to be fair and transparent, and we’re happy to discuss this further if you have any more questions or concerns.

Have a nice day !

Dear Casinok,

Thank you for the clarification, this sheds a different light on the situation.

Dear Estevan,

As per the casino team's response: "the full deposit amount was lost during gameplay, meaning the 1x deposit wagering condition was not successfully completed." Thus, you have not fulfilled the wagering conditions to be eligible for more than the $100 + deposit amount that you received.

It appears that the actions taken by the casino team were justified and in accordance with the terms and conditions that you accepted upon registering your account.

Please inform me if this explanation has clarified the situation or if you require assistance with any other matters.

Dear Estevan,

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.

Okay, they're right.

Dear Estevan,

Can I consider your case clarified/resolved and proceed to close it, or do you require assistance with anything else?

Dear Estevan,

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.

Dear Estevan,

Although the matter seems to have been clarified/resolved, we have not received confirmation from your side regarding whether the case can be marked as resolved or if you require further assistance. Due to your lack of response, we unfortunately must proceed with the closure of this complaint.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll try our best to help.

Best regards,

Michal

Casino Guru