Koru Casino - Гравець вважає, що виплату відкладено

I registered on November 10, 2025, and played with a bonus. After successfully fulfilling the wagering requirements, I had €2000 that would have been credited to my account. I have not violated any rules.

ich habe mich am 10.11,2025 neu angemlden und mit einen bonus gespielt nach erfolgreichen umsetzen hatte ich 2000 euro die mir geschrichen würden ich habe gegen nix verstößen

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ringo1488,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The issue is that my payout would simply be confiscated.

es geht darum das meine auszahlung einfach konfesziert würde

Dear *****,

​

9.1. The company has a strict anti-fraud policy. If a player is suspected of engaging in fraudulent activity, including but not limited to:

Participation in any kind of agreement with other players;

Development and use of strategies aimed at unfair profits;

fraudulent activities against other online casinos or payment providers;

Chargebacks of credit card transactions or rejection of some payments made;

other types of fraud.

If a customer or group of customers is suspected of abusing a promotion, Korucasino reserves the right to declare the bonus and all winnings invalid.

This decision is at the sole discretion of the company, and the player will not be informed or notified of the reasons for such measures. The company also reserves the right to inform the regulatory authorities of any such fraudulent activity by the player.

Misuse of a doctorate means:

1. Placing the maximum allowed stakes in high variance games to increase the bankroll;

2. Reducing the stake after a large win and switching to a low-variance game;

3. Deposits only with bonus promotions without real cash deposits;

4. Customer bonus to deposit ratio (deposits : bonuses) of more than 50%;

5. Delaying game rounds in any game, including free spins and bonus features, to a later time when no wagering requirements apply;

6. Leaving large bets on the table, for example in blackjack, and returning to the game after completing the bonus wagering requirements;

7. Playing with bonus money to build up in-game value, losing the bonus funds, and then cashing out the built-up value during real money play;

8. Use of strategies that exploit a software bug or failure.

​

If you have any questions or doubts, please do not hesitate to contact us by email or via live chat.

​

Best regards,

Koru Casino Support

Lieber *****,

​

​9.1. Das Unternehmen hat eine strenge Anti-Betrugs-Politik. Wenn der Spieler verdächtigt wird, betrügerische Handlungen vorzunehmen, einschließlich, aber nicht beschränkt auf:

Teilnahme an jeglicher Art von Absprache mit anderen Spielern;

Entwicklung und Nutzung von Strategien, die auf unlautere Gewinne abzielen;

betrügerische Handlungen gegenüber anderen Online-Casinos oder Zahlungsanbietern;

Rückbuchungen von Kreditkartentransaktionen oder Ablehnung einiger geleisteter Zahlungen;

andere Arten von Betrug.

Wenn ein Kunde oder eine Kundengruppe verdächtigt wird, eine Promotion zu missbrauchen, behält sich Korucasino das Recht vor, den Bonus und alle Gewinne für ungültig zu erklären.

Diese Entscheidung liegt im alleinigen Ermessen des Unternehmens, und der Spieler wird nicht über die Gründe für solche Maßnahmen informiert oder benachrichtigt. Das Unternehmen behält sich außerdem das Recht vor, die Aufsichtsbehörden über solche betrügerischen Handlungen des Spielers zu informieren.

Missbrauch einer Promotion bedeutet:

1. Setzen der maximal erlaubten Einsätze bei Spielen mit hoher Varianz, um das Guthaben zu erhöhen;

2. Reduzierung des Einsatzes nach einem großen Gewinn und Wechsel zu einem Spiel mit niedriger Varianz;

3. Einzahlungen nur mit Bonusaktionen ohne echte Bareinzahlungen;

4. Verhältnis von Kundenbonus zu Einzahlungen (Einzahlungen : Boni) von mehr als 50 %;

5. Verzögerung von Spielrunden in jedem Spiel, einschließlich Freispiele und Bonusfunktionen, auf einen späteren Zeitpunkt, an dem keine Wettanforderungen mehr bestehen;

6. Hinterlassen großer Einsätze auf dem Tisch, zum Beispiel beim Blackjack, und Rückkehr zum Spiel nach Abschluss der Bonus-Wettanforderungen;

7. Spielen mit Bonusgeld, um einen In-Game-Wert aufzubauen, die Bonusmittel zu verlieren und dann den aufgebauten Wert während des Echtgeldspiels auszuzahlen;

8. Nutzung von Strategien, die einen Softwarefehler oder -ausfall ausnutzen.

​

Wenn Sie Fragen oder Zweifel haben, zögern Sie bitte nicht, uns per E-Mail oder über den Live-Chat zu kontaktieren.

​

Mit freundlichen Grüßen,

Koru Casino Support

I played normally and I don't have a duplicate account.

ich habe ganz normal gespielt habe auch kein doppel konto

I haven't broken any rules. I didn't play through Maxbet, I deposited my money, and I didn't request a chargeback. I also played other games and changed my stake, but everything was done in a way that didn't violate any rules. I deposited four times into the casino. If the casino didn't want me playing with the bonus, they could have blocked it. They didn't give me the bonus and then refuse to refund my money. I hope we can find a solution. If necessary, I'll have to involve the licensing authority.

Ich habe gegen keine Regeln verstoßen. Ich habe nicht über maxbet gespielt ich habe auch mein Geld eingezahlt habe auch keine rückbuchung gemacht. Ich habe auch andere Spiele gespielt auch mal den Einsatz geändert aber alles so das nicht die Regel gebrochen haben. Ich habe in den Casino 4x eingezahlt. Wenn das Casino nicht wollte das ich mit Bonus spiele hätten sie es ja sperren können. Und nicht den Bonus mir gegeben um dann mir mein Geld zu verweigern. Ich hoffe wir finden. Eine Lösung. Zur Not muss ich die Lizenz Behörde mit einschalten.

Dear Ringo1488,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

My money would be withheld.

Mein Geld würde einbehalten

Dear Ringo1488, thank you for the information. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share a screenshot of your current account balance?
• If possible, could you please share your bet history for the duration of the bonus wagering?
• Could you please share 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.

I didn't get that where I wrote with the casino

Habe das nicht wo ich mit den Casino Geschrieben habe

Only what I posted above

Nur das was ich oben gepostet habe

Dear Ringo1488,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello Ringo1488, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Koru Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details about the bonus violation and how does it apply to this player's withdrawal request? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello,

Thank you for addressing this case. We would like to clarify that the player’s winnings were confiscated in accordance with our Terms & Conditions, which state:

"If a customer or group of customers is suspected of abusing a promotion, korucasino reserves the right to void the bonus and any winnings."

All supporting evidence and a detailed explanation have been provided directly to Matej for their assessment. Should any additional clarification be required, we remain available.

You gave me the bonus, didn't you?

Ihr habt mir doch den Bonus gegeben

Because you gave me a bonus on the three previous deposits. I guess that was okay since I lost anyway. You shouldn't have given the bonus at all, because you can't offer a bonus if you're just going to keep the winnings. I'm not the only player this happens to.

Weil die 3 Einzahlungen davor habt ihr mir auch Bonus gegeben. Da ist es wohl ok gewesen weil ich ja da eh verloren habe. Ihr hättet auch gleich denn Bonus nicht geben müssen weil ihr könnt Bonus nicht anbieten wenn ihr die gewinnen eh einbehält. Ich bin ja nicht der einzige Spieler wo das so abläuft

I have reviewed the evidence provided by the casino representative and found it inconclusive. Unless more evidence is presented, I will ask the casino to return the winnings in full. I will post an update once I hear back.

I already said I didn't do anything wrong. Except I increased my stake once or twice, but never over €5. If the casino doesn't want me playing with a bonus, they should exclude me from it. They shouldn't give me the bonus and then withhold any winnings. Because I'm not the only one. And the website doesn't say that you're not allowed to use the bonus if you've already received one from another site. Because the casino already knows that, so they should just block you from bonuses altogether.

Hatte ja gesagt habe nix gemacht. Außer mal Einsatz hochgestellt aber nie über 5 Euro und wenn das Casino nicht will das ich mit Bonus spiele müssen sie mich vom Bonus ausschließen. Und nicht erst den Bonus geben um dann bei einen möglichen Gewinn das Geld einbehalten. Weil ich bin nicht der einzige. Und auf der Seite steht auch nicht das es nicht erlaubt ist den Bonus zu nutzen wenn Mann schon bei einer andern Seite ein Bonus bekommen hat. Weil das Casino Weis das ja vorher schon da muss man gleich ein für Bonus sperren

So far, I have not received anything from the casino representative, that would suggest otherwise. Once I hear back, I will post an update here.

Dear Ringo1488, just a quick update as it may seems like nothing is happening: I am in talks with the casino representative, and our affiliate team is also looking into this situation. We are disputing the T&C's used against you, and mediating a reasonable outcome. So far, I have not seen evidence that would make me think you are not entitled to your winnings, so I am leading the mediation in that direction. As before, once I hear back I will update you in this thread.

Thanks

Danke

Hello,

We have responded to Matej’s latest message by email and are continuing the discussion to clarify all aspects of this case.

Hello, what's the current status?

Hallo wie ist den jetzt der Stand?

Dear Ringo1488, I have reiterated our stance on this situation and am waiting for the casino's final response. I requested either a proof of the T&C being breached, or restoring the balance to your player account. However casino seems to be quite adamant in their decision, so I have a feeling no matter which way the response goes, this case will be closed shortly.

If I don't receive a positive response, I can then contact the licensing authority.

Falls es nicht zu einer positiven Rückmeldung kommt kann ich dann die Lizenz Behörde einschalten

Hi,

Thank you to all parties involved for taking the time to review and discuss this case. We appreciate the thoughtful consideration that has been given to the concerns raised.

We understand and respect the position expressed by Casino Guru regarding this matter. At the same time, we would like to clarify our own perspective. All actions taken with respect to the player’s account were conducted strictly in accordance with our Terms and Conditions, and we do not see any basis for returning funds to the player in this particular situation. Our decision remains consistent with the rules under which we operate.

Given the exchange of views and the available information, we believe the case may be closed as unresolved, as we remain confident in the correctness of our actions.

Thank you again for your time and cooperation.

Then I will forward this to the licensing authority, and your rating will continue to decrease.

Dann werde ich das an die Lizenz Behörde weitergeleiten und euere Bewertung geht auch immer weiter runter

Since I am unsure if the Koru Casino representative responding in this thread is the same person as I am in e-mail communication with, I will wait for their written response as well. For the last time I have asked to be provided with evidence of the player breaking any Terms & Conditions, as so far I have seen none. If no evidence is provided and the casino doubles down on their current stance, I will close the complaint as unresolved, which will take the casino below 8 points of safety rating. I will not prolong the timer anymore, as it seems we have reached an impasse and keeping it open for longer is counter-productive.

Can you help me get the licensing authority involved? Because what the casino is doing isn't legal.

Können sie mir helfen das wir die Lizenz Behörde mit ins Boot holen? Weil das was das dass Casino macht geht nicht

Dear Ringo1488,

I have received an e-mail from the casino representative, confirming that the casino is not going to change their mind regarding this case. I’m afraid there is not much that can be achieved without cooperation from their side. Since they failed to provide evidence supporting their usage of Terms & Conditions against you, I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

Since Anjouan licensor is not too keen on complaints (I still recommend sending them a message, though), I think you may have more luck with Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the TGC logo, usually placed somewhere at the bottom of the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej