WinBeast Casino - Player's winnings have been confiscated.

I received a VIP Free Spins bonus from WinBeast and completed all wagering requirements attached to the promotion. After the wagering was completed, my balance became withdrawable and I continued playing. During this gameplay, my balance increased to €7,050.

I then submitted withdrawal requests, initially for €5,000 and later for €1,000. Only after these withdrawal requests were made did WinBeast remove €7,050 from my balance, stating that the winnings exceeded the maximum cashout limit for the VIP Free Spins bonus.

I dispute this decision for several reasons.

First, I had already completed the wagering requirements before continuing to play. In my view, once the wagering was completed, I was playing with an available balance and not with an active bonus.

Second, the VIP Manager informed me that the maximum cashout for these VIP bonuses was €500, which contradicts WinBeast's later claim that the maximum cashout was only €100.

Third, WinBeast relies on a clause stating that all winnings remain subject to the maximum cashout rule until a withdrawal is processed. I dispute whether this clause is fair and enforceable in my circumstances, particularly after the wagering requirements had already been fulfilled.

I contacted WinBeast several times and requested that they reconsider their decision. However, they have consistently referred only to their Bonus Terms and Conditions without addressing my concerns regarding the completion of the wagering requirements or the contradictory information provided by the VIP Manager,

I am therefore asking Casino Guru to review this case and determine whether the confiscation of €7,050 was fair and consistent with accepted casino practices.

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 does that, do not share any information.

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

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Was I informed that the bonus terms would continue to apply after completing the wagering requirements?

No. At no point was I informed that the maximum cashout limit would still apply after the wagering requirements had been completed. Throughout the promotion, I understood that once the wagering requirement was fully completed, the bonus would be converted into withdrawable cash.

Was my balance divided into a real money balance and a bonus balance?

No. After I completed the wagering requirements, my balance was no longer displayed as bonus funds. The bonus appeared to have been converted.

Did the balance appear as withdrawable/real money after the wagering requirement was completed?

Yes. After completing the wagering requirements, my balance appeared to be normal withdrawable funds. There was no indication that the winnings were still subject to a 100 maximum cashout limit. I continued playing under the reasonable belief that the funds were real cash.

I would also like to add that the casino only informed me about the €500 maximum cashout after they had already removed €7,050 from my balance. The deduction came first, and only afterwards did they send emails referring to the bonus terms. Had this restriction been made clear before or immediately after the wagering was completed, I would have acted differently.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

hello,

I just send you an email with the communication between Winbeast en Me.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. I would appreciate it if you could confirm the amount you had left after the casino capped your winnings. Additionally, could you please forward the communication in which your VIP manager informed you of the €500 maximum cash-out? Did this take place after your winnings had already been capped? Thank you in advance for your reply.

Thank you for your response.

Before the winnings were capped, my balance was €7,150. Winbeast removed €7,050 from my balance, leaving me with only €100.

Regarding the €500 maximum cash-out: this information was communicated to me by my VIP manager only after the €7,050 had already been removed from my balance.

So, to clarify the timeline:

My balance was approximately €7,150.

Winbeast removed €7,050 and left €100 in my account.

Only afterwards did my VIP manager inform me that the maximum cash-out was €500.

I will also provide the communication with my VIP manager in which the €500 maximum cash-out was mentioned via e-mail.

I believe this distinction is important, because at the time my winnings were capped and €7,050 was removed, I had not yet been informed by my VIP manager about this €500 maximum cash-out.

Thank you for your response. I have reviewed the casino's bonus terms, and this is what I have found:

The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR, 100 USD, 0,0010 BTC, 0.43 0,027, 1 LTC, 100 USDT. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

Unfortunately, after reviewing the case, we have to reject the complaint.

The promotional terms clearly stated that the maximum winnings payable from the promotion were €100, and specifically explained that the maximum winnings rule would continue to apply to the balance until the relevant withdrawal was processed. Therefore, completing the wagering requirements did not remove the €100 maximum cashout limit.

We also considered the communication from your VIP manager regarding a €500 maximum cashout. However, as you confirmed, this information was provided only after the €7,050 had already been removed from your balance. Therefore, it could not have influenced your decision to continue playing or your expectations at the time.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila

We’ve reopened this complaint at the request of the Player. We have received the following message:

After they I lost the 7050 I repeatedly asked to close my account and emailed them with information about my gambling problems, despite this they kept my account open en repeatedly sent me bonuses and other promotions. And I lost more money a total of around 3000.

Dear Player,

Could you please attach your account closure request?

Thank you in advance for your reply.

Hello David87,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru