Depositwin Casino - Player's winnings were reduced.

Hello, sorry if this is the wrong section. It's my first time writing here.

First of all, thank you for reading the following story about "DepositWin Casino".

I don't know if you know who Roshtein is, but he's a streamer that I enjoy watching. One day, I saw a promotion for the casino he was playing at - Deposit Win Casino - with a nice welcome bonus code (100% up to €400 and 100 extra spins (€0.1/spin) 1st Deposit Bonus).

Well, I decided to give it a try and deposited 20 euros to get it. I used my free spins, played a little in other games, and since I was being lucky, I decided to withdraw my "little profits" of 43€. At this time, my bonus cash was untouched (22€).

It didn't surprise me when the financial team canceled my withdrawal and told me I needed to "wager" the same amount that I had deposited to avoid "money laundering". At this time, my "BONUS CASH" was canceled as stated on their website "Your bonus was automatically canceled due to a withdrawal request. At 21.04.2023 17:22:57".

After losing around 13 € while betting 25€, I tried to withdraw the remaining 30€, and once again, they canceled it, telling me that I must complete the "KYC" process. I thought to myself, "wow, KYC to get my money back and 10€." And that's where the real problem started.

Why would I sell my data for 30€? It's pointless. So, I decided to keep playing. I spent several hours playing Big Bass Bonanza, Dog House, and Wild West Duels but hadn't won anything substantial after wagering around 400€. However, I had a nice bonus hit at the end in Dog House that increased my wallet to around 70€.

I took these 70€ and started betting in Wild West at 0.20 bet. To my surprise and for the first time ever, I got an 8300x win, and my balance went from 10€ to 1650€.

Now it's worth completing the KYC process, isn't it? I sent all the required documents, and by the time the "Financial Team" reviewed my first 500€ withdrawal, I played around with the rest and made a total of €1,489.60 wagered, just in case I needed to do it.

The next day, to my surprise, my withdrawal request got cancelled, and they just deducted 1500€ from my account, leaving me with 110€ under this statement:

"As per our Bonus Terms and Conditions under section 2.10, the maximum withdrawal from bonuses in Welcome Package is 5 times the received bonus amount. Any balance above this amount will be forfeited when the finance department approves your withdrawal request. Bonus restrictions (maximum betting limit of 4€, forbidden games) apply until the withdrawal request has been processed, or winnings generated from the mentioned bonus are part of the players' balance."

Well, the bonus was already canceled, but they still applied the conditions. It seems logical. I tried to talk with the support, but they were like robots, copying and pasting the same "rule" over and over again.

After this, a few questions came to my mind. Why do they apply bonus policies when the bonus is canceled? Why didn't they deduct that amount from the first or second withdrawal? Why didn't they warn me about this when I requested the first withdrawal? Why did they forfeit the cash from my account when the withdrawal was not "APPROVED," as stated in their policy: "...when the finance department approves your withdrawal request..."? In that scenario, and under their "unfair policies," could I have just added €200 to withdraw €1,000? Whatever... They will always find a way to NOT pay you.

Finally, I requested a withdrawal for the rest (hopefully, they pay me) and proceed to close the account in that "casino." If you can try to mediate between the casino and me, that would be great. However, if you can't do it for any reason, that's okay as well.

I just wanted to warn the community about this: AVOID DEPOSITWIN CASINO AT ALL COSTS.

Have a nice day, everyone.

PS: I attached four images showing you the withdrawals I made, the game history after the bonus was canceled, the image with the bonus canceled, and the total amount wagered.

Dear Carreter,

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

Please allow me to ask you a few questions, so I can have a full picture of the situation. 

Do I understand correctly that despite the bonus balance being canceled, you benefited from the remainder of the welcome bonus by playing the free spins?

Did the casino warn you they will cancel the remainder of the bonus balance when or before you requested your first withdrawal?

Do I understand correctly your withdrawal request wasn't fully processed yet? What is its status currently?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you, Tomas, for taking the time to read it. No worries, ask for anything you need.

1.- I benefited from the 100 free spins with no wagering bonus at 0.10 before it was cancelled, however, the bonus amount, which was around €23, was untouched. After that, I made some bets in other games and proceeded to test the withdrawal from this casino. It was the first time it was denied because I hadn't wagered the initial amount (€23). The remaining bonus cash was automatically canceled after I requested the withdrawal.

In fact, I talked with support about the possibility of taking it back, but they said no. The bonus won't come back.

2.- No, they didn't warn me. I just had it canceled after requesting it without any possibility of taking it back.

3.- The withdrawal request was denied every time I tried. The current status is pending with the finance team, but only for the €110 they left in my account. The rest, around €1530, was taken away from my account, even though the withdrawal didn't end as a "success."

Update: the last withdrawal of 110€ was successful. They paid it, however they didnt say a single word about the 1500€ missing in my account balance tho.

My account balance now is: 0€.

Did you try contacting the casino after your withdrawal was requested and your bonus balance (22€) was canceled? Did you ask the casino to reinstate the bonus balance, since the withdrawal request was not successful?

I contacted the support, and they told me the bonus wont come back.

I've also mentioned it, but they ignored it after my other withdrawal (110€) was successful, however they didnt say a word about that.

Tried to email them several times, but they refused to add the amount into my balance, saying that I've used the "free spins" gains to win that amount. That's not true, I was playing with "Real Money" as stated in their website, not with "Bonus Money", and even if I was using bonus money without knowing it, my own money was being used first.

Depositwin had a mistake, their website front end has a big error, which may be intentionally to confuse players, and it is counting the free spins winnings as part of his own "real cash" when its not.

Applying that way the "unfair" policies even if they cancel the bonus, when they could simply take away the free spins wins as they did with the bonus cash previously.

All they want is you to continue playing, knowing you will never hit a jackpot, cause if you do, they will take it from you.

Since I see intentionally in that modus operandi, there is a hidden and sophisticated method to get the winnings from you.

Thank you very much, Carreter, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.n@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Carreter,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello there, 

thank you for sharing your story Carreter.

On the 21st of April you deposited 22.16€ and claimed the First Deposit Bonus (wager free) granting you 100% matching bonus + 100 free spins. After playing the free spins you requested a withdrawal for your deposit and free spins winnings. Your withdrawal had to be cancelled due to not wagering your deposit one time as per the AML policy, even though claiming a bonus just to benefit from the free spins is also considered abuse. You literally didn't make a single bet with your balance, finished the free spins and requested a withdrawal immediately.

Finance declined your withdrawal and returned the funds on your balance, as well as informed you that until a withdrawal is made, the funds are still subject to the Bonus Terms and Conditions since the winnings were accumulated with a bonus. I can send a screenshot of the email correspondence where he was informed that the funds are still under Bonus Terms to remove any doubt.

Kindly note that KYC is requested by Finance upon withdraw request, regardless of the amount as it is an industry standard. 

After cancelling your withdrawal, you continued playing eventually accumulating 1662€. You requested 500€ withdrawal which was then declined on max cash out grounds. As per our Bonus Terms and Conditions 2.10: Unless otherwise stated, the maximum withdrawal from bonuses in Welcome Package is 5 times the received bonus amount. Our finance department acted according to the Bonus Terms and Conditions and retracted the surplus funds. They left 110.80€ which you successfully withdrew.

At no point was the player mislead or misinformed and the Casino only acted according to the rules all players agreed to abide to. 

We apologize if you view this as a bad experience but hopefully it will be a teaching moment to avoid problems in the future. 

Kind Regards,

Salvatore

Thanks for replying back, Salvatore.

We already know about your first sentence. Didn't say the opposite anywhere, did we?

You're claiming that it might be abuse on my part. How is that possible when you have full control of the situation?

As I said, I was just testing it. I didn't mind starting to play when you told me to wager it. What's the point?

I'm not a casino expert, if that's what you're asking.

Investigate a little because I made some previous withdrawals before hitting the jackpot. None of these withdrawals were warned or had wins deducted until I hit the big prize. Coincidence?

Regarding this:

"Finance declined your withdrawal and returned the funds to your balance, as well as informed you that until a withdrawal is made, the funds are still subject to the Bonus Terms and Conditions since the winnings were accumulated with a bonus."

How do I know that these winnings were made with the bonus activated when you canceled it? When you specifically told me via Support Chat that it wouldn't come back?

I asked for it, and you denied it. If you had returned the bonus cash to me, then that would be a different story, and this case here in casino.guru wouldn't be there. Do you get my point?

In fact, why didn't you take the winnings from the "free spins" at first sight after I tried to withdraw for the first time? Did you think I was abusing it? It's pointless. It's a calculated way to get funds from jackpot hits from players who used your "welcome bonus."

Why were the winnings from those free spins counted as "Real Money" instead of "Bonus Money" on your website?

Of course, I was confused. There is no reason to not do anything about what I mentioned previously unless you have a hidden intention, which I still believe you have.

I accept your apologies but that's not enough.

Hopefully, you fix these abusive and unfair bonus policies as soon as possible. Additionally, please address the website frontend code so that the free spins wins are applied as part of the bonus cash instead of real money. This would greatly help in not misleading any players in the future.

I will still fight for that prize.

Have a good one.

Dear Carreter,

The bonuses are like a second chance for players; if a player makes a deposit only to obtain a bonus and then withdraws the deposited amount, this is considered bonus abuse.

If you withdrew or deposited before taking the mentioned bonus, it did not affect the mentioned bonus.

Please confirm that the casino representative described the situation correctly.

Well I had no idea to be honest, but yes, I tried to withdrawal after using the spins. As I said I wanted to test how it worked, was my first time and probably the last time using an online "crypto" casino where you dont own your own wallet. Besides that, does it justify the 1500€ stealing? Is what are you are trying to tell me?

In reality, it's not a steal.

Imagine this situation: You enroll in a 24-month mobile phone contract that involves a monthly fee and a complimentary PlayStation 4. Nevertheless, if you opt to terminate the agreement after obtaining the PlayStation 4, you must also give back the PS4. But rather than returning it, you opt to keep the PS4 and are now dissatisfied that the firm is asking for its return.

Following your example, the situation would be more similar to this:

Telephone SL gives you the opportunity to increase your balance with a €20 top-up, with the condition that you cannot make international calls. Top-ups give you extra balance. And one day, you make an international call. The extra balance gets CANCELLED, but they are so clever that they "forget" to remove the balance from your device.

That being said, your balance runs out, you top up with €1500, and the phone company claims the entire balance because you used the extra balance in violation of the conditions.

Justifying this, it amounts to a significant theft.

And considering the whole situation, it seems like I am trying to take advantage of a casino that is probably a multimillionaire, claiming a prize that they don't even pay out, which only happens 0.0000001% of the time. When it is their abusive "policies" and their welcome "thievebonus" and hidden methods to protect themselves when this exactly happens, to take away the players' little luck they had, I would be satisfied if you keep this case open, even if you consider it a win for the casino, so that other players can see what kind of people they are and decide to play in another casino.

This kind of advertising is worth every penny.

I am sorry, but in your explanation, I disagree with:

That being said, your balance runs out, you top up with €1500, and the phone company claims the entire balance because you used the extra balance in violation of the conditions.

Didn't you deposit €1500, correct? You won them from a bonus money, the money witch is coming with a max winning policy, am I right?

From the casino representative answer:

On the 21st of April you deposited 22.16€ and claimed the First Deposit Bonus (wager free) granting you 100% matching bonus + 100 free spins. After playing the free spins you requested a withdrawal for your deposit and free spins winnings. Your withdrawal had to be cancelled due to not wagering your deposit one time as per the AML policy, even though claiming a bonus just to benefit from the free spins is also considered abuse. You literally didn't make a single bet with your balance, finished the free spins and requested a withdrawal immediately.

Finance declined your withdrawal and returned the funds on your balance, as well as informed you that until a withdrawal is made, the funds are still subject to the Bonus Terms and Conditions since the winnings were accumulated with a bonus. I can send a screenshot of the email correspondence where he was informed that the funds are still under Bonus Terms to remove any doubt.

This is a very common problem, but please understand that the money you had in your account always has a monetarty value of 110.80€. 

It is the same situation if somebody wins a million from a no-deposit coupon with a max cashout of €100. It doesn't matter if you win €200 or €200000, you can get only €100.

I would like to also focus on this part:

After playing the free spins, you requested a withdrawal for your deposit and free spins winnings. Your withdrawal had to be cancelled due to not wagering your deposit one time as per the AML policy, even though claiming a bonus just to benefit from the free spins is also considered abuse.

Basically, you deposited only to get the bonus. After you get the bonus, you try to withdraw your money + bonus winnings. In most casinos, after this, the casino most likely closes your account, returns your deposit and bans you from any future promotions in their network.

I am saying that you are lucky that the casino lets you withdraw 110.80€. 

You are still focusing on that part.

Dont you see, they literally cancelled the bonus after requesting it without withdrawing the bonus funds and adding them to me as "Real cash" instead "Bonus Cash"? Making me think that I was actually playing with my OWN money?

They love regarding to their policies when something goes wrong, and I read somewhere that even if that was not the case my own money was being used first, instead bonus cash.

They should do what are you saying if they were thinking I was abusing, (that would have solved a lot of problems), when they literally have full control of the situation.

Dont get mad at me, its a very reasonable question for a newcomer at casinos theme, and thats what im explaining here.

I am lucky that the casino let me withdrawal 100€ you say. I dont give a damn about the winnings, its about making things right. You have just lost the perspective, thinking i am trying to abuse something that literally its unknown to me.

Did I act correctly? Seems not.

Did the casino act correctly? OF COURSE NOT.

For the future, better start applying what Matej say, and ban on sight so newcomers dont fall in this very elaborated trap.

PS: I not angry with you Matej, but it seems that the casino acted perfectly when its not.

There is no need to answer, as I said previously, just let this open so newcomers can have a little research about these "welcome bonus". On my part, there is nothing else to say. I explained everything on detail already as I remembered. You can close the case.

Have a good one.

Dear Carreter,

I never said that the casino acted flawlessly and handled the situation well. 

I am sorry if my answers were tough on you.

When we judge the complaints, we need to look at the case's fairness and consider if some sides gain an unfair advantage.

Unfortunately for you, this happened in this case, and we ruled in favour of the casino.

If this casino handled all the situations flawlessly, the rating would not be Questionable but Good or Very Good.

In casinos with higher ratings, the probability of falling into unpleasant situations is much more reduced.

Now, If you don't mind, I will reject this case.

Dear Carreter,

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.

I am concluding this case as unjustified due to the aforementioned reasons.