W Casino - Выигрыш игрока был аннулирован.

Hello casino guru,

I played at Wcasino Casino on January 22nd, 2022 and won 2165 euros. On this day I made a payment of 2000,- and uploaded my documents. After that I had to wait three weeks for the verification to be completed. During this time I have written many times with the chat. Every time I was told that everything is fine, all documents are ok and the money will be paid out. When my account was finally verified, the money in the account was canceled and suddenly only 100 euros deposit and 100 bonus were visible. Since then I have been writing daily with the chat what happened and why the money is gone. The answer is always the same, they don't know and need to check and I get an email with a message. Unfortunately, I continue to be put off and get no message. What can I do to finally get an answer.

Greetings Christian

Hallo Casino Guru,

ich habe am 22.1.2022 im Wcasino Casino gespielt und 2165 Euro gewonnen. An diesem Tag habe ich eine Auszahlung über 2000,- veranlasst und meine Unterlagen hochgeladen. Danach musste ich drei Wochen warten bis die Verifizierung abgeschlossen war. In dieser Zeit habe ich viele male mit dem Chat geschrieben. Jedes mal wurde mir gesagt es ist alles in Ordnung, alle Unterlagen ok und das Geld wird ausgezahlt. Als dann endlich mein Konto fertig verifiziert war, wurde das Geld im Konto storniert und es war plötzlich nur noch 100 Euro Einzahlung und 100 Bonus zu sehen. Seither schreibe ich täglich mit dem Chat, was passiert ist und warum das Geld weg ist. Die Antwort ist immer die gleiche, sie wissen es nicht und müssen das prüfen und ich bekomme eine Email mit einer Nachricht. Leider werde ich immer weiter vertröstet und bekomme keine Nachricht. Was kann ich machen, dass ich endlich eine Antwort erhalte.

Grüße Christian

Hello Christian,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with W Casino.

Please allow me to ask you a few more question before we would move forward.

Did you accumulate your winnings with bonus money too or was it only real money? Did the casino explain why did they void your balance? Are you aware that you have breached the bonus terms if you played with bonus money?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello Nick,

Yes, I played with a bonus and fulfilled the bonus conditions. I just read above that my winnings have expired. This is the first information I get. Unfortunately, I have not received any reason why the winnings are invalid.

Regards

Hallo Nick,

ja ich habe mit Bonus gespielt und die Bonusbedingungen erfüllt. Weiter oben habe ich soeben gelesen dass meine Gewinne ungültig geworden sind. Das ist die erste Information die ich erhalte. Leider habe ich auch keine Begründung erhalten warum die Gewinne ungültig sind.

Grüße

Hello Christian,

Is it possible that the bonus had a expiration date? Do you know exactly which bonus did you use and are you able to access it's information and forward it here in link or screenshots?

Hello Christian,

Thank you for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Christian,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite W Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

thank you for the support.

Kind regards

Christian

Hallo Peter,

ich danke Ihnen für die Unterstützung.

mfg

Christian

We would like to ask W 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

OK

Thanks Peter

OK

Danke Peter

Dear Guru team, the withdrawal was canceled since the player made prohibited bets with an active deposit bonus. He made bets for €4.50, and the maximum is €4, the bonus was placed in his gaming account again.

Bellow, you'll find an extract of our T&C where you can find this rule:

Dear W Casino,

Thank you for your reply.

Dear Christian,

If you repeatedly broke the maximum bet rule, I'm afraid there is not much I can do for you. The rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Hi Peter,

I almost feel like they changed that to be right.

I have the minimum bet from the Guru site and it has always worked.

I find that really odd.

Kind regards

Christian

Hallo Peter,

ich habe fast das Gefühl, dass die das geändert haben um im Recht zu sein.

Ich habe den Mindesteinsatz aus der Guru Seite und das hat immer gepasst.

Ich finde das wirklich eigenartig.

MfG

Christian

Hi Christian,

You should be able to view your game history directly in your account. If you wish, I can request the full game history from the casino but I'm not sure if it will change anything, let me know.

Hi Peter,

it's true that I played with €4.50.

But in my opinion the stake was €5 at that point and now suddenly €4.

On their page from the guru, the €5 stake was also stated.

I definitely feel cheated.

Thank you for your help.

Kind regards

Christian

Hallo Peter,

es ist schon richtig, dass ich mit 4,50€ gespielt habe.

Aber meiner Meinung nach war der Spieleinsatz zu diesem Zeitpunkt 5€ und jetzt plötzlich 4€.

Auf ihrer Seite vom Guru wurden auch die 5€ Spieleinsatz angegeben.

Ich komme wir eindeutig Betrogen vor.

Danke für deine Hilfe.

MfG

Christian

Hi Christian,

I've just noticed that the €4 max bet is only in general terms, in the specific bonus terms for the bonus you played with it says €5 max bet (see screenshot).

Dear W Casino,

Since the max bet for this specific bonus is €5, the player didn't break any rules and therefore should get paid.

Hi Peter,

many thanks for the help.

Kind regards

Christian

Hallo Peter,

vielen dank für die Hilfe.

MfG

Christian

We would like to ask W 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

I just gave a nudge to the casino representative by Skype so we can give them a few more days and hopefully we can get the issue resolved.

Hi Peter,

Thanks for your help.

Regards

Christian

Hallo Peter,

danke für die Hilfe.

Grüße

Christian

Thank you W Casino team for your reply and help.

Dear Christian,

Can we consider the issue resolved?

Hi Peter,

Yes, I am very happy about this success. I hope the payout works now.

Many thanks for the support.

Regards

Christian

Hallo Peter,

ja ich freue mich sehr über diesen Erfolg. Ich hoffe die Auszahlung klappt jetzt auch noch.

Vielen Dank für die Unterstützung.

Grüße

Christian

Hi Christian,

I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Let me know in case the money doesn't arrive (peter.m@casino.guru). Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter