WinLion Casino - Player's withdrawal is confiscated due to hidden bonus clauses.

I'm an amateur gambler and in my life I've simply NEVER seen anything like this. I gave a good platform a chance and was bitterly disappointed.

I won a weekly cashback bonus of $8, but I had to wager 40 times to convert that amount into real money. So I played online blackjack, which only counted for 5%, so I made several bets with that balance until I finally managed to convert it to $161. So far so good. I played again and managed to double it ($320). This was real money, and the casino had already confirmed it was real money, as I received a notification when I had $161. I went to sports betting with $320, and after several bets I managed to accumulate $3400. I decided to withdraw $3000 and leave $400 there, which I quickly lost

The next day, they rejected my withdrawal and only released $161, saying I couldn't win more than $161 when the money comes from a bonus because I met clauses 26 and 27 of the bonus terms. The truth is, they had already told me the money was real, and this wasn't mentioned in the app.

They put hidden clauses so that the user ALWAYS loses. That's the truth, because I had read the bonus terms in question and there was nothing like that, but after winning, they come up with other bonus terms so you don't win. This is bad faith and lack of transparency.

I don't see big casinos doing this; platforms like Betano, 365, and Interacsports have never done anything like this. The worst part is that the support team thinks this is correct and ethical. I am an honest citizen, and this has left me extremely stressed and disappointed.

I’ve already spoken with several support representatives, even the senior support representative, but he genuinely believes they’re right—yet they’re WRONG! Because this is not only a deceptive practice but also explicitly violates the consumer’s rights.

Keep in mind that as soon as the bonus money was converted into real money, they didn’t warn me at all that I couldn’t win any more from it; it was a clear message that the money had become real money and I could keep betting. That doesn’t make any sense.

https://winlion.com/en-ca/static/bonus-terms

In addition, they blocked the original link where they defended themselves by citing clauses 26 and 27, and posted another statement citing clause 7; they blatantly changed the terms.

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Dear FilipeAguiar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

"The maximum winnings that can be converted from any cash bonus, cashback, personal bonus, free chip bonus to real money shall not exceed ten times (10x) the value of the bonus money awarded.

For instance, if a player receives a $150 bonus, the maximum winnings that can be won from wagering said bonus money is $1,500.

The maximum win restriction persists after the completion of the wagering requirement.

The maximum win that can be paid from Free Spins is $100 unless otherwise specified in particular bonus terms and conditions. The maximum winnings that will be paid out resulting from the free chip or personal cashback from the VIP manager will equal the bonus amount multiplied by 10 unless otherwise stated.

The maximum winnings that will be paid out resulting from the free chip or personal cashback from the VIP manager will equal the bonus amount multiplied by 10 unless otherwise stated.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

• Were you able to access the original bonus terms before they changed? If so, do you have a copy or screenshot?
• If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint.

Thank you for your understanding.

Best regards

Petra