Nitrobet Casino - Бонус гравця конфісковано.

Hello dear Casino Guru Team,

On December 29, 2025, I deposited €1000 at Nitrobet Casino for an 80% casino bonus up to €1000 and received €800 in bonus money.

I received this bonus from my VIP manager.

Bonus and real money are separate in this casino.

I was unable to make a profit with my real money.

After that, I activated the €800 bonus and was able to achieve a larger profit.

When I had wagered 53% of the bonus amount, I had a bonus balance of €6940. Then I logged out and went to sleep. The next day, I wanted to continue wagering the bonus and was shocked to discover that my bonus had been canceled by the casino.

I received an email from the casino with the following explanation:

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Dear Michael ******,

Following a review of your recent activities, we have determined that the bonus was used in a manner that does not comply with the intended turnover mechanisms as outlined in our bonus terms and conditions.

Since the wagering requirements for the bonus had not yet been met, the bonus was cancelled in accordance with section 9 of the bonus terms and conditions. As a result, the entire bonus balance and any winnings derived from it were removed.

Please note that this decision is based on how the bonus was used prior to completing the wagering requirements, and that no conversion to real money occurred as there was no real money balance in the account.

Best regards,

NitroBetCasino Support Service

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I used the bonus to play Limbo XY (BGaming) and Classic Fruits (1x2 Gaming). Both games were permitted according to the bonus terms and conditions.

The casino claims that

"...that the bonus was used in a manner that does not comply with the intended turnover mechanisms according to our bonus terms and conditions."

However, without specifying or giving details of exactly what I am supposed to have violated, the casino's claim is incomprehensible to me.

That is why I decided to write this complaint. I sincerely hope that you can help me clarify the matter.

kind regards,

Michael

Hallo liebes Casino Guru Team,

ich habe am 29.12.2025 im Nitrobet-Casino 1000€ für einen 80% Casino Bonus bis zu 1000€ eingezahlt und 800€ Bonusgeld erhalten.

Diesen Bonus habe ich von meinem VIP Manager erhalten.

Bonus und Echtgeld sind in diesem Casino voneinander getrennt.

Mit meinem Echtgeld konnte ich keinen Gewinn erzielen.

Danach habe ich den 800€ Bonus aktiviert und konnte einen größeren Gewinn erzielen.

Als der Wager zu 53% umgesetzt war hatte ich ein Bonusguthaben von 6940€. Dann habe ich mich ausgeloggt und bin schlafen gegangen. Am nächsten Tag wollte ich den Bonus weiter umsetzen und musste mit erschrecken feststellen, dass mein Bonus vom Casino storniert wurde.

Ich habe eine Email vom Casino mit folgender Begründung erhalten:

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Sehr geehrte(r) Michael ******, 

Nach einer Überprüfung Ihrer jüngsten Aktivitäten haben wir festgestellt, dass der Bonus in einer Weise genutzt wurde, die nicht den vorgesehenen Umsatzmechanismen gemäß unseren Bonusbedingungen entspricht.

Da die Umsatzanforderungen für den Bonus noch nicht erfüllt waren, wurde der Bonus gemäß Abschnitt 9 der Bonusbedingungen storniert. Infolgedessen wurden das gesamte Bonusguthaben sowie alle daraus resultierenden Gewinne entfernt.

Bitte beachten Sie, dass diese Entscheidung auf der Art und Weise basiert, wie der Bonus vor Abschluss der Umsatzanforderungen genutzt wurde, und dass keine Umwandlung in echtes Guthaben stattgefunden hat, da sich kein Echtgeldsaldo auf dem Konto befand.

Liebe Grüße,

NitroBetCasino Support Service

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Mit dem Bonus habe ich Limbo XY (BGaming) und Classic Fruits (1x2 Gaming) gespielt. Beide Spiele waren laut Bonusbedingungen erlaubt zu spielen.

Das Casino stellt die Behauptung auf,

"...dass der Bonus in einer Weise genutzt wurde, die nicht den vorgesehenen Umsatzmechanismen gemäß unseren Bonusbedingungen entspricht."

Ohne jedoch konkret zu werden oder Details zu nennen gegen was genau ich verstoßen haben soll, ist die Behauptung des Casinos aus meiner Sicht nicht nachvollziehbar.

Deshalb habe ich mich dazu entschlossen, diese Beschwerde zu schreiben. Ich hoffe sehr, dass sie mir helfen können, den Fall aufzuklären.

lieben Gruß,

Michael

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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.

Hello,

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

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

• Is your account verified and still accessible to you?
• Were there any specific bonus terms attached to the bonus you activated and played to your knowledge?
• Have you inquired more about the supposed non-compliance with the bonus rules from support? Have you received any response?
• Could you please share with me your communication with the casino when trying to learn more information? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

Regarding the questions:

Is your account verified and do you still have access to it?

Yes, I still have access.

To your knowledge, were there any specific bonus conditions associated with the bonus you activated and played?

No, the general bonus terms and conditions apply.

Did you contact support regarding the alleged non-compliance with the bonus rules? Did you receive a response?

After receiving the email and the bonus cancellation, I received no further information from support. I emailed Nitrobet support today asking for details as to why my bonus was cancelled.

Could you please send me your communication with the casino when you tried to obtain further information? Please send any emails or chat logs to my email address at [email protected] Or post screenshots here.

I sent you an email about this.

Best wishes and a happy new year 2026,

Michael

Hallo Tomas,

zu den Fragen:

Ist Ihr Konto verifiziert und haben Sie weiterhin Zugriff darauf?

Ja, Zugriff habe ich noch.

Gab es Ihres Wissens nach bestimmte Bonusbedingungen im Zusammenhang mit dem Bonus, den Sie aktiviert und gespielt haben?

nein, es gelten die allgemeinen Bonusbedingungen.

Haben Sie sich bezüglich der angeblichen Nichteinhaltung der Bonusregeln beim Support erkundigt? Haben Sie eine Antwort erhalten?

Nach erhalt der Email und Stornierung des Bonus habe ich vom Support keine weiteren Informationen erhalten. Ich habe diesbezüglich heute eine Email an den Support von Nitrobet geschrieben und nach Details gefragt, warum mein Bonus storniert wurde.

Könnten Sie mir bitte Ihre Kommunikation mit dem Casino zukommen lassen, als Sie versucht haben, weitere Informationen zu erhalten? Senden Sie mir bitte E-Mails oder Chatprotokolle an meine E-Mail-Adresse unter [email protected] Oder posten Sie hier Screenshots.

Ich habe Ihnen eine Email dazu gesendet.

Lieben Gruß und einen guten Rutsch in das neue Jahr 2026,

Michael

Dear Popy71,

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, Peter ([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,

Tomas

Hello there,

Thank you Popy71 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nitrobet Casino for their help in resolving this complaint. We would like to know what the issue is with the bonus and what we can do to help the player receive their winnings.

Thank you!

Dear CasinoGuru team,

Thank you for allowing us to provide further clarification on this case.

After a comprehensive internal review, we confirm that the player’s bonus and related balance were rightfully confiscated due to deliberate and clearly identifiable promotional abuse, in full compliance with our published Bonus T&C, accepted prior to participation.

Player History and Risk Management Review

It is important to stress that Nitrobet consistently adopts a fair, balanced, and player-friendly approach, even in situations involving potentially abusive gameplay patterns. In mid-November, our Risk Management Team formally flagged the player’s gameplay behavior, identifying a recurring strategy commonly associated with promotional abuse in crash-style games.

The internal assessment at that time concluded the following:

• The player was using crash games with extremely low risk settings in combination with large deposits and large deposit bonuses, aiming to generate disproportionately high balances.
• Such gameplay is commonly used to store value while playing with bonus funds, before attempting to claim that value later through wagering-contributing games.
• While this type of play can theoretically result in either wins or losses, the gameplay pattern was already consistent with known promotional abuse strategies.

Despite this internal warning, the Risk Management Team explicitly noted that confiscating balances at that stage would have been inappropriate, as the behavior was still considered borderline.

Good Faith Measures Taken by the Casino

Following this review, Nitrobet made a conscious and documented decision to act in good faith.

• The player was personally contacted by our team via phone call, email, and WhatsApp.
• These communications indicated cooperative behavior and an apparent intention to continue playing fairly.
• Based on this interaction, we chose to give the player the benefit of the doubt, allowing withdrawals to be processed and gameplay to continue without restrictions.

In addition, prior to the current incident, the casino took further discretionary measures in good faith toward the player. As a goodwill gesture, and purely in the context of customer service, the player was temporarily granted enhanced VIP privileges following a significant win earlier in November. This action was unrelated to bonus eligibility, wagering conditions, or risk assessment, and was taken solely to ensure a smooth withdrawal experience at that time. These actions clearly demonstrate that Nitrobet did not act prematurely, arbitrarily, or aggressively, but instead exercised restraint, flexibility, and fairness over an extended period.

Why This Case Is Different

In the present instance, however, the player’s behavior escalated beyond any reasonable ambiguity.

The gameplay followed a clear, structured, and intentional pattern, specifically:

• Bonus wagering was conducted on a game that does not contribute to wagering requirements, effectively storing value while playing with bonus funds.
• Immediately after obtaining a favorable outcome, the player switched to a game that does contribute to wagering, attempting to claim that previously stored value.
• This behavior corresponds directly to promotional abuse as defined in our Bonus T&C, and does not constitute casual betting and playing.

At the time of intervention, the balance was still entirely bonus-related and had not been legitimately converted into real money.

Relevant Bonus Terms & Conditions

The player’s actions constitute a direct breach of the following sections of our Bonus T&C:

Section 13

Our Promotions and Bonuses are designed for entertainment purposes only. If the Bonus or deposited amount is not used for casual betting and playing, such actions may be considered violations of the Terms, and the casino may withhold any winnings resulting from the Bonus and/or exclude the player from further promotions.

Section 14 – Promotional Abuse

Any attempt at promotional abuse is strictly forbidden and may result in voiding promotions, confiscation of winnings derived from them, and exclusion from future promotions.

Section 14.1

Storing value in games while playing with bonus funds, which value is to be claimed later when there is no active bonus, is strictly prohibited.

Section 15

The casino reserves the right to exclude a player from receiving any Bonus or Promotion at any time, based on its absolute discretion.

Conclusion

• The casino acted with patience, proportionality, and good faith, even after early internal warnings.
• The confiscation was executed before any valid conversion of bonus funds into real money.
• Given the player’s history and the clarity of the strategy applied, this case represents intentional promotional abuse, as defined in the accepted Bonus T&C.

For these reasons, Nitrobet maintains that the complaint is unfounded, and that the action taken was fully justified and contractually supported.

Kind regards

Nitrobet

Thank you for the clarification Nitrobet Casino representative.

Dear Popy71, can you confirm you have been contacted by the casino about your gameplay, and after agreeing to play according to the rules, you have reverted to your original strategy? Thank you in advance for your response!

Hello Peter,

Here is the answer to the question:

No, I cannot confirm that!

The casino did n't contact me after my first win to inform me that I had violated a bonus rule. That wouldn't make sense, since I won my first prize at the casino with real money.

At that time, I was also in close contact with my personal VIP manager at Nitrobet. He even congratulated me on my first win and expedited my withdrawal from the casino. This allowed me to withdraw the remainder of my total winnings within just two days. For this purpose alone, my VIP status was even temporarily elevated for a few days.

Shortly after the payouts, my VIP manager immediately sent me new bonus offers via Telegram. And in all these Telegram messages, I was never informed that I was violating any bonus rules. It was always only about bonus offers that my VIP manager presented to me.

Furthermore, I reviewed the games listed in the bonus terms and conditions that are prohibited. I did not play these games. Additionally, the casino blocks games that cannot be played with bonus funds.

Kind regards,

Michael

Hallo Peter,

hier die Antwort auf die Frage:

Nein, das kann ich nicht bestätigen!

Das Casino hat mich nicht kontaktiert, um mir nach meinem ersten Gewinn mitzuteilen, dass ich gegen eine Bonusregel verstoßen habe. Wäre auch nicht logisch, da ich meinen ersten Gewinn in dem Casino mit Echtgeld erzielt hatte.

Zu dieser Zeit stand ich außerdem in engem Kontakt mit meinem persönlichen VIP-Manager von Nitrobet. Dieser hat mir sogar zu meinem ersten Gewinn gratuliert und für mich die Auszahlung beim Casino beschleunigt. So war ich dann in der Lage den Rest von meinem gesamten Gewinn innerhalb von nur 2 Tagen auszahlen zu lassen. Nur für diesen Zweck wurde nur für mich sogar ein paar Tage lang mein VIP-Status angehoben.

Kurz nach den Auszahlungen wurden mir dann per Telegramm von meinem VIP-Manager sofort neue Bonusangebote gemacht. Und in all diesen Nachrichten über Telegramm wurde mir auch nicht mittgeteilt, dass ich gegen eine Bonusregel verstoße. Es ging immer nur um Bonusangebote, die mir mein VIP-Manager angeboten hat.

Außerdem habe ich mir die Spiele in den Bonusbedingungen angesehen, die verboten sind. Diese Spiele habe ich nicht gespielt. Darüber hinaus werden in dem Casino die Spiele, die mit Bonusgelder nicht gespielt werden dürfen, blockiert.

Lieben Gruß,

Michael

Thank you for the update Popy71.

Dear Nitrobet Casino representative, could you please provide evidence of the internal warning that you state was issued to the player? You may forward any relevant documentation or information to my email address at [email protected].

In the absence of such evidence, I would recommend proceeding with the goodwill gesture you mentioned earlier and paying out the player’s winnings and prohibiting the player from receiving any future promotions within your establishment.

If the player was not informed in the manner you described, confiscating the winnings creates a situation in which the player bears all the risk while the casino avoids any consequences. Had the player lost the funds, it is unlikely they would have been reimbursed on the basis that a strategy was used; however, when the player won, the winnings were confiscated. This results in an inherently imbalanced outcome where the player cannot reasonably benefit regardless of the result.

I hope we can reach a fair and mutually acceptable compromise in this matter. Thank you in advance for your reconsideration!

Dear Peter,

Thank you for your message and for the opportunity to clarify this point, as we believe there may be a misunderstanding regarding the terminology used.

We would like to clarify that the reference to an "internal warning" relates strictly to an internal risk assessment performed by our Risk Management Team, and not to a formal warning, notification, or disciplinary action issued to the player.

At no point did we state that the player was formally warned or instructed to modify their behavior.

The communications conducted with the player via phone call, email, and WhatsApp were not intended as compliance warnings or enforcement notices. Their sole purpose was to assess the legitimacy of the player, evaluate good faith, and exclude potential scam or fraudulent behavior.

These interactions were part of a customer due-diligence process, carried out precisely because the casino chose to act cautiously and fairly rather than prematurely.

It is important to note that our Bonus Terms & Conditions do not require a prior warning or notification to the player before enforcing a breach, particularly in cases of promotional abuse explicitly defined under the Terms.

In this case, the action taken was based on objective gameplay behavior that falls directly under Section 14.1 of our Bonus T&C, which strictly prohibits storing value in games while playing with bonus funds in order to claim that value later.

Furthermore, at the time of intervention, the balance in question was still entirely bonus-related and had not been legitimately converted into real money. The confiscation therefore concerned bonus-derived value subject to the applicable Terms, not withdrawable funds.

Regarding the perceived imbalance of risk, we respectfully disagree that the player bore all the risk. The gameplay strategy applied significantly reduced variance by design and does not constitute casual betting and playing, as required under Section 13 of our Bonus Terms.

Lastly, we would like to reiterate that Nitrobet acted in good faith over an extended period, allowing withdrawals and continued play even when the behavior was considered borderline. Enforcement occurred only once the behavior escalated into a clear and unambiguous breach of the Bonus Terms.

For these reasons, while we appreciate your suggestion, we do not believe that a goodwill payout is appropriate in this case.

Available for further clarification.

Kind regards,

Nitrobet Casino Management