The player from Portugal files a complaint against Wish King for the unjustified confiscation of his winnings, which resulted from a claimed cancellation of a bonus. He disputes the casino's explanation, citing a lack of clear information regarding bonus conditions and wagering requirements, and he requests an independent review and restitution of his winnings.
Wishking Casino - Player's winnings have been confiscated.
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Wishking Casino
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3 days ago
Translation
I am filing this complaint against Wish King due to the unjustified confiscation of my winnings and the complete lack of transparency regarding bonus conditions and wagering requirements.
My last deposit on the platform was €250. During my gaming session, after placing multiple bets over a significant period of time, my account balance reached approximately €2140. Shortly afterwards, the casino removed almost the entire amount from my account, leaving only around €150 available.
When I contacted support, I was informed that my winnings had been wiped out because I had allegedly "canceled a bonus" and had not met the wagering requirements. However, I strongly dispute this explanation for the following reasons:
I did not consciously or intentionally cancel any active bonus.
At no time did the casino provide clear, transparent or accessible information regarding:
the amount remaining to be wagered
the progress of wagering in real time;
the exact consequences of canceling a bonus;
any warning that accumulated winnings would be confiscated.
The balance had already been generated through numerous completed bets and remained visible in my account, creating a legitimate expectation that the winnings were valid and withdrawable.
The casino did not provide any technical proof that I was the one who initiated the alleged cancellation of the bonus.
Considering that my last deposit was €250 and that extensive gambling activity had already taken place, the total confiscation of winnings seems excessive, disproportionate and unfair.
I consider this conduct to be highly unfair and potentially abusive. A casino cannot simply confiscate substantial winnings on the basis of vague bonus terms while failing to provide players with transparent information about wagering progress and clear warnings regarding the consequences of bonus-related actions.
The lack of transparency appears to put players at a disadvantage and raises serious concerns regarding fair gaming practices and consumer protection.
I request
a full independent review of my case;
full disclosure of all records and evidence;
restitution of confiscated winnings.
If necessary, I am prepared to escalate this situation with licensing bodies, consumer protection bodies, payment providers and other public dispute resolution platforms.
I hope this complaint will contribute to a fair and transparent resolution.
Automatic translation:
Public
Public
14 hours ago
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14 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wish King Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Do you have access to records about when bonuses were active on your account? Would you be able to share screenshots of these records?
- Could you please share with me your communication with the casino regarding the accusations made against you or the justification for the balance confiscation? 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
