Hello, casino confiscated my winning, reason is bonus violation. As I learned from their support: "Your winnings are removed due to bonus violation. You claimed Monday reload and used your funds for the game that is not under the category popular which goes against bonus Terms and Conditions." I would like to explain that even I claimed the bonus, the winnings were gained with real money, and I never played with bonus. So there was no bonus violation from my side in real. Please help me to solve this case and get my money back.

Dear irianmariaelena,

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

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

• Could you please provide a more detailed timeline of events?
• When did you make the deposit in the casino when did you claim a bonus?
• Have you completed the wagering requirement of the bonus before requesting a withdrawal?
• Do I understand correctly you accepted this bonus when depositing?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear irianmariaelena,

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 Tomas,

Please find information below:

• March 2, 2025 I made a deposit and at the same day I claimed a withdrawal.
• I got my winning on my real money, and played Eye of Horus slot. I did not played with the bonus money, so I canceled bonus and played Eye of Horus Rise of Egypt again WITHOUT any bonus.
• As A result my winning was confiscated, but I newer played with bonus money
• I forwarded email that they sent regarding bonus violation.

Please, take a note that deposit amount that they promised to refund is still not paid.

thanks for your reply and explanation.

Please note that if you cancel your bonus before completing the wagering requirements we accept the situation where your winnings are removed.

This situation is specified in the terms and conditions here:

9.7. Players can cancel non-sticky bonuses from their account, which will also cancel any related winnings. For sticky bonuses, please contact customer support

Even though the reason for the confiscation of your winnings appears to be different, your winnings would be confiscated anyway due to the cancelation of the bonus.

Please let me know if there are any circumstances I haven't considered, otherwise your complaint will be closed.

Dear Tomas

The casino has separate balances - real and bonus. My winnings were not related to the bonus, as they were on the real money balance. And when the bonus was canceled, only the initial bonus balance was taken away. The winnings were canceled later due to the use of prohibited games - which I do not agree with.

Thank you very much, irianmariaelena, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([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.

Dear irianmariaelena,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear Player,

We sincerely apologize for the inconvenience you've experienced. We understand how frustrating this situation may have been for you.

Upon reviewing your account, we found two issues:

You were able to claim the Monday reload bonus twice on the same day. The system should not have allowed this, but due to a technical issue, you were able to claim it twice. We are currently investigating how this happened to prevent any similar issues in the future.

As part of our process, we communicate that if you claim a bonus, you can only wager both your real money and bonus money in the "Popular" category. This information should have been included in the email you received when claiming your bonus.

To resolve this, we have decided to remove your bonus winnings and issue a full refund of your deposit without applying any administrative fees.

Once again, we apologize for the experience you’ve had. We truly value your patronage and hope you will continue enjoying your time with us at Nummus, where we believe good luck is always around the corner!

Thank you for your understanding.

Best regards,

Dear irianmariaelena,

can you please confirm the casino statement?

Hello,

The first confiscation was in January, due to bonus violation rules. Casino explained to me that I wagered the bonus winnings in a game that is not in the "Popular" category.

Here is the explanation: "This bonus is only valid for casino games in the "Popular" category and cannot be used in the sportsbook or live casino. (Please note that if you claim this bonus, your real money cannot be wagered on Sports or Live Casino either.) As a result, we regret to inform you that all winnings derived from this bonus must be removed. That said, your remaining balance remains available, and you are free to continue playing or withdraw your funds."

I agreed at that time, did not start a complaint, even taking into account the fact that bonus funds were available to use in the game, which was against the bonus rules.

This time, I clearly won by using only real funds; no bonus funds were used.

From the previous message in this conversation:

As part of our process, we communicate that if you claim a bonus, you can only wager both your real money and bonus money in the "Popular" category. This information should have been included in the email you received when claiming your bonus.

I wasn't informed via email that I received a bonus.

In the first instance, when you confiscated my winnings with the bonus in January (which I agreed to, as I mentioned earlier), you did not mention this: "both your real money and bonus money in the 'Popular'" category".

To resolve this, we have decided to remove your bonus winnings and issue a full refund of your deposit without applying any administrative fees.

The withdrawal has been pending since March 3, even these funds have not been processed yet.

I'm really not satisfied, this looks like they have new rules for each case. Let me know if any additional information/clarification is required.

Dear Nummus Casino team,

Could you kindly confirm the player's statement that they played the excluded category using real money and not bonus funds? Additionally, could you please provide me with the player's game history? You can forward it to my email address: [email protected].

Thank you in advance.

Dear Player,

Thank you for your message and for clarifying your concerns. We sincerely apologize once again for the inconvenience and frustration this has caused.

To clarify, the Monday Reload bonus you claimed is a targeted promotion that we send via email to eligible players. The terms and conditions, including the specific game restrictions, are clearly outlined both in the email and on our website. Additionally, our system is designed to restrict access to this bonus unless a player has received the email directly.

We understand that managing multiple bonuses can sometimes cause confusion, which is why we aim to make the terms as clear as possible.

In your case, we previously allowed a bonus violation to pass and provided a refund as a gesture of goodwill. However, in this most recent instance, after reviewing your play history, we again found a breach of the bonus terms—specifically the rule that both real and bonus funds must be wagered within the "Popular" category when a bonus is active. This is why your winnings were removed.

You have confirmed agreement to the refund process, and we want to assure you that your refund is being processed accordingly.

Additionally, I have requested a full game activity log and will share it with the Casino Guru team as soon as it is available, likely by Tuesday morning.

We appreciate your understanding and thank you for bringing these matters to our attention.

Best regards,

Hello

Joseph, I’ve forwarded a few emails to you.

One is from January 28, which is when my winnings were first confiscated (which I agreed to).

And a few more with examples of the Monday Reload bonus targeting promotion.

In accordance with the messages from Nummus casino in this thread, there should be information that both real and bonus funds must be used in the Popular category, but, unfortunately, even after the first confiscation, they didn’t mention real funds in their emails. Only bonus funds.

The note "Please note that if you claim this bonus, your real money cannot be wagered on Sports or Live Casino either." doesn’t respond to the information that Nummus casino provides.

Dear Nummus Casino Team,

I have received the promotional emails forwarded by the player, but I couldn't find any mention of excluded game types in relation to the bonus. If certain games are indeed excluded from wagering the bonus, ideally the system should prevent players from launching or playing them. This helps avoid situations where players unknowingly breach the terms and potentially lose their winnings. Many casinos also implement at least a warning pop-up for such cases.

That said, if the player had previously encountered this issue and was clearly informed that the bonus cannot be wagered on that game category, such context could be considered a valid factor in the current evaluation.

However, the player claims they were not informed that the restriction also applies to real money play. Can you confirm whether this is accurate? From what I understand, the bonus was wagered in compliance with the stated conditions, but real money was used on an excluded game category. I would appreciate any additional context or clarification you can provide to better understand the situation.

Dear Casino Guru Team,

Just a quick note to let you know that we’ve sent additional evidence to your email for your review.

Thank you for your continued support.

Dear Nummus Casino Team,

Thank you for your email. I have responded and am currently awaiting your reply.

Dear Casino Guru Team,

Just a quick note to let you know that we’ve sent additional evidence to your email for your review.

Thank you for your continued support.

Dear Nummus Casino team,

I have responded to it, thank you for your cooperation.

Dear irianmariaelena,

Just to keep you updated — communication with the casino team is still ongoing, but I expect to get back to you very soon with the final outcome. Thank you very much for your patience.

Dear CasinoGuru Team,

We have responded to your email.

To keep irianmariaelena informed, we’ve provided his game history to the team for review.

Best regards,

Dear irianmariaelena,

I'm very sorry about the situation. Based on the game history, it appears that you have spent most of your time playing the Eye of Horus game. Unfortunately, this particular game is not included in the "Popular" category, which is exclusive for wagering purposes.

While we strongly recommend that the casino implement better safeguards — such as restricting access to excluded games or at least showing a pop-up warning when such a game is launched — I must confirm that, in this case, the responsibility still lies on the player. You were already clearly informed about this condition in the past in connection with a previous bonus, which makes this situation more complex.

Had there been no prior communication about this restriction, my opinion might have been different. I completely understand that you may have forgotten about this detail during gameplay — it's a very human mistake — but given the circumstances, I’m afraid I cannot assist further or approve a refund.

Is there anything else I can help you?

Jozef, as you see from this thread and information from Nummus casino, once they confiscated my funds and informed me that I had breached the rules. I admit that.

This confiscation happened 3 months ago, if you check the history and start date of this thread. They totally changed the design of the website as well as the games in the Popular category. Were they able to change it at that time? Well, the answer is too obvious.

You were already clearly informed about this condition in the past in connection with a previous bonus, which makes this situation more complex.

Have you seen it in the emails I’ve shared with you?

However, I see that you take the Nummus casino position in this case.

Also, as stated in the message from Nummus casino in this thread: "You have confirmed agreement to the refund process, and we want to assure you that your refund is being processed accordingly."

My withdrawal transaction is still in the "Pending" status from March 3, nothing has changed.

Will, at least, that transaction be processed?

Thanks.

Dear Nummus Casino Team,

Could you please clarify when the transaction will be processed?

Thank you in advance for your response.

Hi,

Just a quick update—we’ve requested the player to provide their wallet address so we can proceed with the withdrawal.

Best regards,

Dear irianmariaelena,

can you please confirm?

Hi,

Yes, I can confirm that I responded and provided the request details to the casino.

Dear irianmariaelena,

Could you please confirm that you have received the amount?