The player from Germany had won €3,588.90 and had requested a withdrawal of €2,500, which was later canceled due to alleged violations of the Terms and Conditions after he continued playing with the remaining balance. He asserted that there had been no violations at the time of the withdrawal request and had attached proof of his winnings and the canceled withdrawal. The Complaints Team had closed the complaint due to the player's lack of response to inquiries and reminders, stating that the matter could be reopened if he chose to engage again in the future.
Woopwin Casino - Player's withdrawal has been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €2,500
Woopwin Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
On August 2, 2025, I won €3,588.90 on "Fruit Party." Immediately afterward, I requested a withdrawal of €2,500. At that time, there were no violations of the Terms and Conditions or bonus terms. Only after the request did I continue playing with the remaining balance and thus entered the bonus area – this is where the alleged violations occurred. Nevertheless, my original withdrawal was canceled, even though it was legitimate.
Proof: Screenshots of the winning history and the canceled withdrawal are attached.
Automatic translation:
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Woopwin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise when exactly you activated a wager-free bonus? Could you please share the link for this specific bonus or a screenshot from your email if you received this bonus via email?
- When exactly did you request a withdrawal? Was your withdrawal request under review (pending) before you activated the bonus?
- After being cancelled, was the money returned to your casino account? Did you play with them later?
- What's your real/bonus money balance at the moment?
- Can you specify the exact reason given by the casino for the cancellation of your withdrawal?
- Were there any specific terms or conditions mentioned by the casino related to the bonus play that you engaged in after your withdrawal request?
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,
Natalia
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3 months ago
Dear kamplerlorenz1692,
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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3 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,
Natalia
Casino.Guru
