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.

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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.

I would like Casino Guru to review this as a separate responsible gambling/account closure complaint, unrelated to my previous €7,050 dispute.

On 25 July 2026, I repeatedly asked WinBeast to close/block my account. One of my requests explicitly stated:

"Can you please block my account so I can never play here again."

I repeated my closure request several times afterwards.

I had also repeatedly informed WinBeast that I was registered in CRUKS, the Dutch national gambling self-exclusion register. Therefore, WinBeast was aware of my existing self-exclusion while also receiving repeated requests to permanently block my account.

WinBeast acknowledged my requests. On 27 July, I was told:

"Closing an account is something only your VIP manager has the authority to process."

On 30 July, WinBeast again confirmed that my closure request had been forwarded to my VIP manager.

Despite this, my account was not closed.

On 7 August, my VIP manager finally told me:

"I don't have the technical option to close your account. The best approach would be to simply log out and refrain from logging in or playing."

In the same message, he promised:

"To help support your decision and ensure you aren't tempted, I will immediately exclude your account from all our marketing and promo campaigns."

However, WinBeast subsequently continued contacting me with gambling incentives.

On 22 August, I received a personalised VIP promotion encouraging me to deposit €30 in exchange for 100 free spins. I later received further personalised messages encouraging me to return to gambling, bonuses were added to my account, and I was offered cashback linked to deposits of €1,000, €2,500 and €5,000.

Most importantly, my account remained fully operational. My transaction history shows that on 24 August, weeks after my first closure request, WinBeast was still accepting deposits from me, including €999 and €251.

I am not claiming that I explicitly wrote the words "I have a gambling addiction." My complaint is based on the documented facts:

I repeatedly requested permanent account closure/blocking.

I specifically asked to be blocked so I could "never play here again."

I repeatedly informed WinBeast that I was registered in CRUKS, a national gambling self-exclusion register.

WinBeast acknowledged my closure requests but did not close my account.

WinBeast promised to stop marketing to ensure I was not "tempted."

Despite that promise, WinBeast subsequently sent me personalised gambling and deposit incentives.

WinBeast continued accepting deposits from my account.

I have attached screenshots documenting these events.

I would therefore like Casino Guru to assess whether WinBeast acted appropriately under responsible gambling principles by failing to act on my repeated account closure requests and subsequently continuing to allow and actively encourage me to gamble.

I have sent you an email with pictures of all the important emails between me and winbeast here is a summary of the emails:

On 25 July 2026, I repeatedly asked WinBeast to close/block my account. One of my requests explicitly stated:

"Can you please block my account so I can never play here again."

I repeated my closure request several times afterwards.

I had also repeatedly informed WinBeast that I was registered in CRUKS, the Dutch national gambling self-exclusion register. Therefore, WinBeast was aware of my existing self-exclusion while also receiving repeated requests to permanently block my account.

WinBeast acknowledged my requests. On 27 July, I was told:

"Closing an account is something only your VIP manager has the authority to process."

On 30 July, WinBeast again confirmed that my closure request had been forwarded to my VIP manager.

Despite this, my account was not closed.

On 7 August, my VIP manager finally told me:

"I don't have the technical option to close your account. The best approach would be to simply log out and refrain from logging in or playing."

In the same message, he promised:

"To help support your decision and ensure you aren't tempted, I will immediately exclude your account from all our marketing and promo campaigns."

However, WinBeast subsequently continued contacting me with gambling incentives.

On 22 August, I received a personalised VIP promotion encouraging me to deposit €30 in exchange for 100 free spins. I later received further personalised messages encouraging me to return to gambling, bonuses were added to my account, and I was offered cashback linked to deposits of €1,000, €2,500 and €5,000.

Most importantly, my account remained fully operational. My transaction history shows that on 24 August, weeks after my first closure request, WinBeast was still accepting deposits from me, including €999 and €251.

I am not claiming that I explicitly wrote the words "I have a gambling addiction." My complaint is based on the documented facts:

I repeatedly requested permanent account closure/blocking.

I specifically asked to be blocked so I could "never play here again."

I repeatedly informed WinBeast that I was registered in CRUKS, a national gambling self-exclusion register.

WinBeast acknowledged my closure requests but did not close my account.

WinBeast promised to stop marketing to ensure I was not "tempted."

Despite that promise, WinBeast subsequently sent me personalised gambling and deposit incentives.

WinBeast continued accepting deposits from my account.

I have attached screenshots documenting these events.

I would therefore like Casino Guru to assess whether WinBeast acted appropriately under responsible gambling principles by failing to act on my repeated account closure requests and subsequently continuing to allow and actively encourage me to gamble.

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 providing the additional information.

Unfortunately, the large number of screenshots and separate conversations provided makes it very difficult to navigate the complaint and identify the communication relevant to the responsible gambling issue.

Could you therefore please send only the specific conversation in which you clearly informed WinBeast Casino that you were experiencing gambling problems or gambling addiction? At this stage, this is the communication we need to assess whether the casino was made aware of a responsible gambling problem.

Please also note that WinBeast Casino does not operate under a Dutch licence. Therefore, it is not obliged to participate in or check players against CRUKS, the Dutch national self-exclusion register.

Please send only the relevant communication mentioned above so we can review it properly.

Thank you for your cooperation.

Best regards,

Attila

Dear Attila,

Thank you for clarifying.

I understand that WinBeast was not required to check CRUKS. However, I would like to clarify that I personally informed WinBeast that I was registered in the Dutch CRUKS self-exclusion register.

I also informed WinBeast through live chat on multiple occasions that I had gambling problems and requested that my account be closed/blocked. Unfortunately, I cannot provide those live-chat transcripts because WinBeast did not send me copies of the conversations after the chats ended.

What I can document by email is that WinBeast knew I was registered in a gambling self-exclusion register and that, immediately afterwards, I repeatedly requested permanent blocking of my account. On 25 July I explicitly wrote:

"Can you please block my account so I can never play here again."

I also informed them that I had deposited approximately €2,000 in two days and €10,000 in two weeks and again requested closure.

WinBeast acknowledged my closure request on 27 July and again on 30 July, but did not close my account. On 7 August, my VIP manager instead told me to simply log out and refrain from playing. Importantly, he stated that he would remove me from all promotions "to help support your decision and ensure you aren't tempted."

Despite this, WinBeast subsequently sent me personalised gambling incentives, including a €30 deposit offer for 100 free spins, messages encouraging me to "JUMP BACK", a cash bonus, and cashback offers linked to deposits of €1,000, €2,500 and €5,000.

I understand that the missing live-chat transcripts make it difficult for me to prove the exact wording I used there. I therefore do not want to claim evidence that I cannot provide. However, I would appreciate it if you could consider whether the documented combination of my disclosed CRUKS self-exclusion, my request to be blocked so I could "never play here again", my repeated closure requests, and WinBeast's own reference to preventing me from being "tempted" is sufficient to establish that this was a responsible gambling/self-exclusion issue rather than an ordinary account closure request.

Best regards,

Jayden

Dear Player,

Thank you for providing the additional information and evidence.

After carefully reviewing your case and consulting it with my colleagues, we have concluded that the documented messages you provided cannot be considered a valid self-exclusion request based on gambling problems. While you mentioned your CRUKS registration, the available evidence does not show that you clearly informed WinBeast Casino that you were suffering from gambling problems or addiction. You have also confirmed that you are unable to provide the live-chat conversations where you state this was communicated.

For this reason, we unfortunately have insufficient evidence to establish that the casino was made aware of your gambling problem, and the complaint will therefore be rejected.

If you still have access to your account, I strongly recommend submitting a new self-exclusion request. Please clearly state the reason for the exclusion, request permanent exclusion, and use a clearly recognizable email subject such as "Self-exclusion – Gambling Problem."

For example:

Subject: Self-exclusion – Gambling Problem

Greetings WinBeast Casino Support,

I wish to be immediately and permanently self-excluded from WinBeast Casino and from receiving any gambling-related marketing material.

The reason for my decision is that I am suffering from gambling problems.

Please permanently close my account and confirm once the self-exclusion has been applied.

I am sorry we could not assist you further on this occasion.

Best regards,

Attila

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