WinCraft Casino - Player reports potential fraud and deception over bonus winnings.

I made a deposit and received a second welcome bonus. I was lucky to win and at the time I completed the bonus wagering, my balance was $1447. At the time I finished the wagering, the balance was artificially reduced to $360.

I immediately checked the bonus terms and did not find any conditions regarding the max win from the bonus. The bonus terms indicate that the maximum win from the bonus is 10x the initial bonus. My deposit was $131 and I received $98 of the bonus. That is, the maximum I could withdraw was about $980.

I contacted the casino support but they started telling me that this was how it should have been because these are the bonus terms. The support agent did not respond to my comments that such conditions were not written anywhere and continued to claim that everything was calculated correctly and there were no errors. And the fact that these conditions were not indicated, they may fix them in the future.

That is, there is ordinary fraud and deception here. If I had known about such conditions I would have refused to receive such a bonus. Secondly, the support agent did not even manage to explain how the amount of 360 dollars was calculated. At first he claimed that the max win is x5 of the bonus although x5 is 490 dollars.

Please pay attention to this casino - why does it still have a fairly decent rating if they are engaged in outright deception of customers?

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Hello,

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

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

• Is your player's account accessible? Can you log in?
• Could you please share a screenshot of the bonus amount you received from the casino as it appears in its records?
• Could you please share with me your communication with the casino when you contacted them to resolve 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

Dear Jm60PY,

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.