WillBet Casino - Player reports stolen winnings from account.

Hello, this casino simply stole a €1,057 bonus from my account! I was still playing, but I was offline for a short time, and when I reopened my account, all the money was gone! Please help me!

Hello,

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

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

• Have you contacted casino support and asked for assistance?
• Have you learned why your bonus and your balance were removed?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

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Dear Christoph90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello, i sent you two E-Mails a few days ago, please check your Inbox!

Thanks for providing the necessary information via email. I apologize for overlooking the emails you sent earlier.

• Do I understand correctly that the bonus that was activated on your account was accidentally canceled, according to the casino?
• It wasn't a deliberate decision from the casino, yet you weren't provided with any conclusions of their investigation so far?

Please let me know.

Thanks for your patience.

I reviewed the evidence you shared and also the explanation provided to me by the casino representative outside of this thread.

According to the casino, you redeemed comp points, but due to a system error the value of the bonus you received was 1057€ instead of 8€

This explanation was provided to you by support. Do you wish to dispute the casino's decision to award you only 8€ and continue the complaint?

Please let me know.

Dear Christoph90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru