BitcoinVIP Casino - Player’s withdrawal is restricted and delayed.

Dear Support Team,

I am writing to formally dispute the limitation placed on my recent withdrawal request related to the "Daily Pit Stop" tournament held on August 2nd, 2025.

According to the official tournament terms and conditions, I received a €65 bonus based on my position on the leaderboard.

These terms clearly state that the bonus is subject to a 35x wagering requirement, and there is no mention of a maximum win or withdrawal limit. Although there is nothing mentioned that that rule also is applyed after wagering.

I completed the wagering requirements successfully and generated €800 in total winnings. However, they applied clause 2.4.1 – which concerns support or goodwill bonuses – and restricted my withdrawal to €65. This clause does not apply to my case, as my bonus was not a goodwill bonus but a clearly advertised tournament prize earned through performance. In the tournament rules is although nothing mentioned about a maximum win. They argument that the maximum

Additionally, I was previously informed via live chat that no maximum win limit applies to such tournament winnings. This conflicting information raises serious concerns about transparency and fairness.

As of today, I have not yet received the 240€ which was left on my account after orignialy requesing a 800€ withdraw which has been canceled. They told that I did provide a wrong Iban and should send another one. I already think that has been already the correct one. Since that thay I heard nothing. I have been waiting for more than a week for these funds. The remaining funds has been withheld without valid justification under the published tournament rules.

I kindly ask them

Immediately process the approved €800 withdrawal in total and/or withdraw my withdraw request of 240€ for which I wait since over one week and withdraw the restly amount of 560€ with a second withdraw.

Provide a clear written explanation referencing any valid rule that justifies withholding this amount.

My ongoing conversation is only about that they informed the responsible department about my request and they are waiting for a reply. A previous livechat conversation on 09.08.2025 said that I will only recieve the 240€ because that rule still aplies. Thats reason enough for a complaint already about the missing funds neitherless the pending withdraw.

My account is fully verified and was registered since 10.03.2025 deposits over 800 euro have been done in total.

I hope to resolve this matte fast and in a fair, and professional way.

Best regards,

Jonas Strobl

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found under the rule 2.4.1:

2.4.1. From time to time, support agents might consider awarding an instant match bonus, deposit bonus spins, free spins, free bonus money or free cash as an act of goodwill on a case by case scenario. In such cases and independently on the type or amount of bonus given, the maximum win resulting from that bonus cannot exceed Four times (x4) the value of the original released bonus amount.

Did you have to make a deposit in order to enter the "Daily Pit Stop" tournament, or was participation possible without a special deposit?

Have you participated in this tournament before?

Has the casino capped your winnings at €260, as mentioned in the Bonus Terms, which state a maximum limit of four times the value of the original bonus?

Can you check in your account what IBAN you provided to the casino when requesting your €240 withdrawal?

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

Best regards

Veronika

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Vielen Dank für die Einreichung dieser Beschwerde. Es tut mir leid, von dem Problem zu hören, das Sie haben. Ich habe die Bonusbedingungen überprüft und Folgendes unter Regel 2.4.1 gefunden:

2.4.1. Von Zeit zu Zeit können Support-Mitarbeiter im Einzelfall als Zeichen des guten Willens einen Sofortbonus, Einzahlungsbonus-Spins, Freispiele, kostenloses Bonusgeld oder kostenloses Bargeld gewähren. In solchen Fällen und unabhängig von der Art oder Höhe des gewährten Bonus darf der maximale Gewinn aus diesem Bonus das Vierfache (x4) des ursprünglich freigegebenen Bonusbetrags nicht überschreiten.

Musste für die Teilnahme am „Daily Pit Stop"-Turnier eine Einzahlung getätigt werden oder war die Teilnahme auch ohne spezielle Einzahlung möglich?

Haben Sie schon einmal an diesem Turnier teilgenommen?

Hat das Casino Ihren Gewinn auf 260 € begrenzt, wie in den Bonusbedingungen erwähnt, in denen ein Höchstlimit vom vierfachen Wert des ursprünglichen Bonus angegeben ist?

Können Sie in Ihrem Konto überprüfen, welche IBAN Sie dem Casino bei der Anforderung Ihrer 240 €-Auszahlung angegeben haben?

Ich hoffe, wir können Ihnen so schnell wie möglich bei der Lösung dieses Problems helfen. Vielen Dank im Voraus für Ihre Antwort.

Beste grüße

Hallo, Ja für die Teilnahme an dem Turnier musste eine Einzahlung getätigt werden um spielen zu können.

Ich habe bereits mehrfach an diesem Turnier teilgenommen. Jedoch kam es vorher noch nie zu einer Auszahlung.

Das Casino hat nach meiner Auszahlung von 800 Euro den Bonus reduziert und auf 240 Euro gekürzt. Ebenfalls fällt mir nun auf, dass es nach dieser Logik 260 Euro wären. Ich habe mittlerweile 240 Euro auf mein Bankkonto ausgezahlt bekommen. Der restliche betrag von 540 Euro ist noch ungeklärt

Vielen Dank

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gambler33,

I'm Michal, and I have taken over your complaint. I have reviewed your case, but please confirm a few things for me so that I have a better understanding of the situation.

Why have you inserted as the disputed amount of €800 when, if I understand it correctly, as per the rule 2.4.1, the maximum winnings from this bonus may not exceed four times (x4) the originally released bonus amount.

You confirmed that you received a bonus of €65, so 65 x4 (the maximum winnings from this bonus may not exceed four times (x4) the originally released bonus amount) = 260.

You have now confirmed that you received €240. It is not €260, and I'm interested to know why you have received "just" €240 and not €260. Anyway, I'm not sure why you believe the casino should pay you €560.

I'm looking forward to your clarification.

Hello,

I have recieved 240 Euro now. So with the rules of the casino mentioned still 20 euro would be missing.

Although there is nothing mentined in the terms of service that a Torunament win is caped 4x wining amount from tournament. In the tournament rules there is no maximum win mentiond. In the general bonus terms the tournament win is also not mentioned. There is just mentioned:

2.4.1. From time to time, support agents might consider awarding an instant match bonus, deposit bonus spins, free spins, free bonus money or free cash as an act of goodwill on a case by case scenario. In such cases and independently on the type or amount of bonus given, the maximum win resulting from that bonus cannot exceed Four times (x4) the value of the original released bonus amount.

The tournament win isnt a good will bonus in my interpetation as I needed to play with real money to recieve it.

Hello Gambler33,

Thank you for clarifying your "dispute reason". Do you have the original "Daily Pit Stop" tournament rules stored by any chance? If so, please forward them to me at michal.k@casino.guru.

I've just checked the current live tournament (https://woom.bet/en/tournaments/TM570) and I could quite easily find this:

- If you finish between 1-10 on the leaderboard you are guaranteed a prize. The prizes will be awarded as following:

1: €100 Bonus,

2: €75 Bonus,

3: €65 Bonus,

4: €60 Bonus,

5: €50 Bonus,

6: €45 Bonus,

7: €40 Bonus,

8: €35 Bonus,

9: €20 Bonus,

10: €10 Bonus

- Bonus money prizes are paid out with 35 times wagering requirement.

I'm not saying that it was the same for the "Daily Pit Stop" tournament, but you previously mentioned: "According to the official tournament terms and conditions, I received a €65 bonus based on my position on the leaderboard." So was it not bonus money? Was it not an instant bonus that you received from the tournament?

This being said, I can agree with you that it would be much better if the tournament rules and/or winnings from the tournament bonus funds would be more clearer and specific in either the tournament rules or the bonus terms and conditions.

I will contact the casino to shed more light on this and to see if I can help somehow.

We would like to invite Woom.bet Casino to join the conversation.

Dear Woom.bet Casino,

I would like to request clarification on why the tournament rules do not provide more specific details regarding the maximum winnings associated with the bonus derived from the tournament. It is generally expected that all significant rules are communicated clearly. Furthermore, I would appreciate your explanation regarding the player's win of €240, as this does not align with the expected amount based on rule 2.4.1, which states that the maximum winnings from this bonus should not exceed four times (x4) the originally issued bonus amount, if it was applied correctly in this instance.

I look forward to your clarification.

If there are any factors influencing this situation that cannot be disclosed publicly, I kindly ask that you send them directly to me at michal.k@casino.guru.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gambler33,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Moreover, I was not able to access the casino's webpage for a few days, which might suggest the casino has closed in the meantime. I have received this error message when I tried to access https://woom.bet/ from various browsers and various IP addresses.

Despite our earlier findings indicating that the casino seemed to possess a license from the Tobique Gaming Commission (TGC), I am unable to verify the validity of the license due to the inaccessibility of the casino's webpage; therefore, I cannot recommend whether there is any option for how you can pursue your case further.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru