The player from Bavaria encountered an issue with a withdrawal request after using a second welcome deposit bonus. Despite checking his balance, which showed separate real and bonus amounts, his request for a €300 withdrawal was canceled due to unmet wagering requirements. The Complaints Team was unable to proceed with further investigation or provide solutions due to the player's lack of response to inquiries. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Winsane Casino - Player’s withdrawal is delayed due to wagering requirements.
Closed
Our verdict
Player stopped responding
Amount: €300
Winsane Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
I used the second welcome deposit bonus. Then I won something before I got into the bonus money. I also checked at the cashier: real balance: 300 // bonus balance: 18 or so. Then I canceled the bonus, and my balance was still 300. I made a withdrawal request for 300, and it was canceled because they said I hadn't met the wagering requirement. Why meet the wagering requirement if I didn't get into the bonus, and bonus money and real money are displayed separately?
Automatic translation:
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7 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Winsane Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you finished wagering of the second bonus, please?
- Have you been asked to pass the KYC verification, please?
- Do you have an access to your game history, please? Could you share it to my email katarina.d@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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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6 months ago
Hello,
thank you for your message and email.
Do you have an access to your player's account?
Is game history accessible to you?
Could you please forward it to my email katarina.d@casino.guru.
Looking forward to your email,
Katarina
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6 months ago
TranslationYes, I have access to my player account, but a bet history is not visible. I was able to cancel the bonus and had 300 euros in real money on it. Only after I requested a withdrawal was the withdrawal rejected because I had not wagered the bonus. It's basically a sticky bonus that looks like a non-sticky bonus.
Automatic translation:
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6 months ago
Dear player,
thank you for your message and email.
- Before canceling your bonus, were you informed that your winnings will be forfeited? Has any warning sigh or window appeared on the screen, please? If so, do you have a picture of it, please?
- Were you aware of the rule 10 in the bonus terms and conditions, please?
A player can cancel an active bonus at any time in the "My Bonuses" section, via live chat, or by email to support@winsane45131.com. Canceling the bonus will also void the entire amount in the casino bonus balance and any winnings accumulated during the bonus period.
Please be aware that upon acceptance of the bonus, it is considered active, regardless of whether the bonus balance has been utilized. Consequently, your deposit becomes subject to the bonus terms and conditions. While it may seem that the bonus rules are inapplicable until the bonus balance is accessed, the bonus terms are effective immediately upon acceptance.
Looking forward to your reply,
Katarina
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6 months ago
Dear jann123,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
