What Happened
A player from Italy deposited €120 at CoinCasino and took a 50% bonus. They say they played with their own money first, asked to withdraw the €120 plus winnings, and three hours later saw the request declined and the cash balance gone, leaving only a locked bonus balance. The casino told the player the play broke bonus rules.
How It Developed
- 2026-09-12Complaint opened asking for the €120 deposit back.
- 2026-09-15The player sent the mediator more details and evidence privately.
- 2026-09-16The mediator rejected the complaint: the casino had identified rounds above the maximum bet allowed under the bonus, cash and bonus funds were both bound by those rules once the bonus was active, and the €120 had already been wagered rather than taken from an idle balance.
Rejected
The mediator found bets above the bonus maximum and said a deposit that has been played through cannot be treated as confiscated.
What Has (and Hasn't) Helped
Nothing here helped the player, and the ruling was quick. Once you accept a bonus, your cash balance is usually under the same bet limits. Read the maximum bet before the first spin, or decline the bonus.