The player from Germany faced repeated issues with withdrawing her winnings due to claims of unusual activity, which led to the confiscation of her winnings totaling €1,000 and €2,868. Despite her efforts to explain the situation and provide documentation, the casino continued to refer her to email communication. The Complaints Team informed her that evidence from the casino indicated that comp points had been irregularly granted due to a system error, which justified the casino's actions in returning balances to a previous state. The issue was stated to be resolved, and the complaint was closed.
WillBet Casino - Player's winnings have been confiscated.
Closed
Our verdict
Other
Amount: €3,910
WillBet Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Hello, I've made a deposit. With the money you deposit, you earn loyalty points when you play games.
I once withdrew EUR 2862.60 from a bonus that I had released.
You wrote to me that due to unusual activity, the payout was canceled and the money was completely deleted.
Today the same thing happened again.
I won €1,076.64. I withdrew €1,000 and received a response stating that there was unusual activity, and the money was deleted.
Then I converted points again. I was good at winning and releasing the bonus in the middle of the free spins where I
I won €2868 and the bonus was deleted.
How do I get my money now? I explained the situation in the chat, but they always referred to the email.
I also took screenshots of all of them.
I also have chat history.
I've uploaded a few, but I have a lot more.
Max number reached while uploading
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6 months ago
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.
- Could you please advise how long you have been a player at the casino?
- Have you made any previous successful payouts of your winnings?
- Is your player's account verified?
- Are you able to log in, deposit, and play?
- Do I understand correctly that you redeemed loyalty points, won, but the winnings were confiscated upon requesting a payout? Which games did you play to clear these bonuses?
- Have you contacted the casino each time your winnings were confiscated? Have you received any coherent responses to your inquiries? Share your chat transcripts with me to my email at tomas@casino.guru
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
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationI have been there since 26.08.25
No, I didn't, because you simply deleted my money from my account. You also told me this via email.
No, even though I uploaded all the documents, they still haven't verified it. I asked a few people, and they said it's still being reviewed.
Yes, I can sign up. Deposit and play.
Yes, that's right. I redeemed the loyalty points and played.
I have ;
Big Bass Amazon
Big Bass Reel Repeat
Big Bass Boxing Bonus Round
Big Bass Xmas Xtreme
Big Bass Vegas Double Down Deluxe
Big Bass Day at the Races
Played.
Yes, I have.
I have described this to you.
That I unlocked the bonus through my loyalty points and they always came with the response of unusual activities.
When I first unlocked a bonus, I was paid out €2,000.
The other bonuses I mentioned were, as I wrote, deleted due to alleged unusual activity.
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6 months ago
TranslationI have already replied to you and sent everything by email.
Do you have any news for me please?
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5 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear WillBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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5 months ago
TranslationYes, of course. Because I did everything right. But when the casino noticed I was on a lucky streak and winning, and I was cashing out my winnings, they started attacking me with their unusual activities just to keep me from paying out my winnings.
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5 months ago
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.
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5 months ago
Dear Loulou477,
evidence from the casino that confirms that comp points you had received were irregular and their size was large due to the internal system error. Unfortunately, we believe that technical errors give the casino the full right to return balances to state previous to the bug. Therefore, we do not consider you eligible for the disputed amount. Please, let me know if you have any questions or would like me to explain more!
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5 months ago
TranslationI want to see this evidence.
Whoever claims that, I'd like to see the evidence.
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5 months ago
Well, I cannot share the evidence itself but I can tell you what was in it. Firstly, the casino had explained what had happened - there was a miscalculation when comp points were granted, this why why you received more than you should have. Then, I had requested the evidence from the casino and they provided me screenshot of internal communication that confirmed what they had said.
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5 months ago
TranslationThen you've had this problem for weeks. I've deposited several times and received points.
And every time I play, my bonus money is suddenly deleted from the system.
This happened about 5 times.
If you have such problems, deactivate the points area.
And they don't let the player deposit and lose, and then take away the points. Even all my points should at least be credited back, which they don't do either.
So fraud.
🤬🤬🤬🤬🤬🤬
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5 months ago
I was notified that the problem is now fixed. At this stage I do not see any need to hold this complaint opened further.
Loulou477, I am sorry I could not be more of help. Please, do not hesitate to contact us in the future, if you will ever have any other problems with any other casinos!
