Depositwin Casino - The player's winnings were capped.

Aus meinem Konto wurde von meinem Konto Echtgeld entfernt, obwohl es ehrlich gewonnener bonusfreier Betrag war.

Mein Text auf englisch:

Wıth activated bonus I played

2023-02-05 10:57:27 Rosh Immortality Cube Megaways (g3) 31948 g3_g3-rosh-immortality-cube-megaways-mobile Se2aa341d4c24 

2023-02-05 11:03:18 I had a balance of 209.84 EUR 

I decided to withdraw

Your withdraw window showed me that I'm only allowed to withdraw 149.84 EUR 

I requested a Withdraw of 149 EUR

Depositwin_1202939064

Withdraw 2023-02-05 11:05:40 MastercardWithdrawal 149.00 Cancelled Show More

With that withdraw request 2023-02-05 11:05:40 my bonus vanished on my account and you are confirming it at 05.02.2023 11:05:40

Third Deposit Bonus

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30 EUR

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Your bonus was automatically canceled due to a withdraw request. At 05.02.2023 11:05:40

After my request of Withdraw, so after cancellation of my bonus At 05.02.2023 11:05:40 

I had my real money left on my account, this is no bonus money or anyway related to a previous bonus, 

because of cancellation of my bonus at 05.02.2023 11:05:40 you are confirming that there is no bonus left, so it's impossible that there is a bonus left on my account at that time to generate any winnings with.

In the evening I was looking into my account, my previous Withdrawal Depositwin_1202939064 which triggered the cancellatıon of bonus at 05.02.2023 11:05:40 wasn't approved yet at that time.

I couldn't hold myself to play with my real money left on my account, 

Withdrawal Depositwin_1202939064 wasn't still approved yet at that time and no bonus was left anymore because of that previous Withdrawal process at 05.02.2023 11:05:40, which triggered cancellation of any bonus!

So freed from any bonus 

I played and spend my own money 

Player transaction history: osuror time:2023-02-05 19:04:44 provider: gh

Player transaction history: osuror time:2023-02-05 20:50:35 provider: gh

and won WITHOUT ANY BONUS! 

2023-02-05 20:54:49 hs : Win 106.52 0.00 138.98 Completed 4051686862 hs

I decided to withdraw 130 EUR 

Withdraw 2023-02-05 20:56:31 alphapo_trx 130.00 Cancelled Show More

Transaction Id

WbWiRIEMHMepr22

At 2023-02-05 20:59:43 hs : Bet 0.00 0.40 4.14 Completed 4051781468 hs

I lost and had 4.14 EUR left on my wallet.

requested a creditcard Withdrawal

Withdraw 2023-02-05 21:11:01 MastercardWithdrawal 134.00 Cancelled Show More

Transaction Id

Depositwin_1203499199

From Finance DepositWin <finance@depositwin.com> on 2023-02-06 08:00

That my Withdrawal request was declined because of Wager requirements.

I was thinking that they are referring to my Withdrawal request Depositwin_1202939064 with bonus, which triggered the cancellation of that bonus.

I didn't think that they are going to cancel both withdrawals, because for my second withdrawal request of 134 EUR I won with my legal money without any bonus, because of the previous cancellation of bonus.

In this case they declined both Withdrawals.

And now I had a balance of 283 EUR in my account!

which included my cancelled Withdrawal request of 149 EUR Depositwin_1202939064 at 05.02.2023 11:05:40 

I had to wager for withdrawal with bonus 

and 

Withdrawal of 134 EUR Depositwin_1203499199 05.02.2023 21:11:01

spend with my legal money, without active bonus (bonus cancelled at 05.02.2023 11:05:40) 

Talked to chat and they told me to Wager more for withdrawing all money.

So I wagered

Player transaction history: osuror time:2023-02-06 15:32:38 provider: gh

Game SessionId Url

2023-02-06 15:32:38 Dice (sr) 57157 sr_sr-dice-mobile 57157-97628307-feae5fe33492596ca889edf55de65257

End of the gamesession 2023-02-06 15:42:53 sr : Win 0.96 0.00 277.00 Completed 108480595 sr

requested a Withdrawal of all of my end balance 277.00 EUR

Withdraw 2023-02-06 15:57:40 MastercardWithdrawal 277.00

Depositwin_1204288540

which consists of my cancelled Withdrawal request of 149 EUR Depositwin_1202939064 at 05.02.2023 11:05:40 

I wagered enough for withdrawal with bonus now.

and the rest of my legal spend money of declined 

Withdrawal of 134 EUR Depositwin_1203499199 05.02.2023 21:11:01

spend with my legal money, without active bonus (bonus cancelled at 05.02.2023 11:05:40) 

Due to mentioned clause above, we have now removed the surplus of funds from your balance.

I was shocked when my account was left with only 150 EUR after declined withdrawal of Depositwin_1204288540

missing 127 EUR of my legal won money without any bonus 

your finance department misinterpreted, thinking that 277 EUR was earned all with bonus, which is not the case, 

because of previous cancellation of bonus at 05.02.2023 11:05:40 due to withdrawal request of 149 EUR Depositwin_1202939064

Hello hypo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Depositwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please forward your deposit, betting and bonus history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, thank you for your support

yes my account is already verified.

I submitted all my documents to verify my identity on 02.02.2023 to their „finance department".

The last time I spoke was 2 days before, telling them that their finance department capped my real money balance.

They responded me, keeping telling me about bonus terms and conditions, which in my case shouldn’t apply for my second withdrawal, because of a previous withdrawal request, which cancels any bonus on my account.

Sure, I‘ll send you a chronological documention and all screenshots I have

Best Regards

Hello hypo,

Thank you for the detailed e-mail. Could you please send again all the screenshots from the previous e-mail as an attachment as they are very small and unreadable this way.

completed

Thank you hypo for all the provided information. As we will require more details from the casino as well, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello hypo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite DepositWin Casino to join the conversation and participate in the resolution of this complaint.

Dear DepositWin Casino,

Can you please clarify what has happened regarding the player's winnings being reduced even though the bonus was cancelled?

Kind regards,

Adam

Dear hypo,

I have since made contact with the casino via Skype and they informed me that they were trying to respond to the thread but were unable. This has now been rectified, and so I will extend the timer while we wait for further information from them.

Kind regards,

Adam

Hi all,

thank you for your comments.

I have checked the case carefully and have come to this conclusion.

Player has 3 deposits (with bonuses) and 3 withdrawals

1st deposit (+ bonus) is 130€ and the player withdrew 230€ (finance department didn't have to intervene here, everything went accordingly).

2nd deposit (+ bonus) is 25€, the player tried to withdraw 169€ but was eligible for 125€ and withdrew 125€.

3rd deposit (+ bonus) is 30€, after playing a while the player won and brought his balance up to 179.84€. At this point, the player made a withdrawal request of 149€, hence leaving 30.84€ in his balance. 

With the remaining 30.84€, the player continued his gameplay, got lucky and won 106.52€ bringing his balance to 138.98€, so he made another withdrawal request of 130€ leaving 8.98€ in balance – he played a bit with those 8.98€ and brought the balance to 4.14€. The player has two withdrawal requests of total 279€ (149€ + 130€).

A day later, the player canceled both his withdrawal requests and his overall balance was 283.14€. He continued to play until his balance was 277€. He made a withdrawal request amounting to 277€ therefore finance department retracted 127€ (the disputed amount) and left 150€ in his balance (the amount of which the player was eligible for and withdrew it on 15th of February)

Please bear in mind that all these winnings are generated from bonus winnings, there is no new deposit in-between these withdrawal requests and the withdrawal requests (for the 3rd deposit) haven't been processed yet.

Our Bonus T&C are clear that:

2.10 (and 2.9) Unless otherwise stated, 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 mentioned bonus are part of the players' balance.

Sorry for the long message, I could’ve kept it shorter but wated to be as thorough as possible. Please find attached a screenshot of the players 3 deposits and 3 withdrawals.

Kind regards,

Lucas

With the remaining 30.84€, the player continued his gameplay, got lucky and won 106.52€ bringing his balance to 138.98€, so he made another withdrawal request of 130€ 

remaining 30 € were not bonus money, it was real money (left in my account after I deposited 30€ and won in the bonus freegames, remaining my deposited real money of 30€ untouched).

Bringing my balance to 138.98€ was not generated using bonus, 

because of cancellation of bonus by depositwin, after requesting the previous withdrawal of 149€, 

here Depositwin is clear that:

With that withdraw request 2023-02-05 11:05:40 bonus got cancelled on my account and are confirming it at 05.02.2023 11:05:40

Third Deposit Bonus

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30 EUR

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Your bonus was automatically canceled due to a withdraw request. At 05.02.2023 11:05:40

I continued my gameplay after that withdraw request of 149€. All my winnings of the remaining 30.84€

were generated after cancellation of bonus!

With the remaining 30.84€, the player continued his gameplay, got lucky and won 106.52€ bringing his balance to 138.98€, so he made another withdrawal request of 130€ 

Depositwin is contradicting when they say

Please bear in mind that all these winnings are generated from bonus winnings

Dear Depositwin Casino,

Thank you for the detailed response. Can you please clarify if the third deposit bonus was indeed canceled due to the withdrawal request, as per the screenshots provided by the player?

Kind regards,

Adam

Hi,

Our Welcome Package bonuses are completely wager-free, therefore once a withdrawal request is made the bonus amount is cancelled. However, the winnings in question were still generated with the help of the bonus.

Player deposited 30€ and claimed the 3rd deposit bonus. With the help of the bonus money, player’s balance was 179.84€. He made a withdrawal request of 149€ and the remaining balance was 30.84€ (money generated from bonus winnings)

Thus, the player used money that were generated from bonus winnings to continue his gameplay and ultimately bring his balance to 277€. Subsequently player made a request to withdraw everything (277€), and finance department retracted 127€ and left 150€ in the player’s balance.

Our Bonus Terms and Conditions (clause 2.9 and 2.10) are clear on this matter: 

Unless otherwise stated, 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 mentioned bonus are part of the players' balance.

Our decision is solely based on our Terms and Conditions, which the player agree to when registering in DepositWin Casino.

Best regards,

Lucas

Player deposited 30€ and claimed the 3rd deposit bonus. With the help of the bonus money, player’s balance was 179.84€. 

He made a withdrawal request of 149€ and the remaining balance was 30.84€ (money generated from bonus winnings)

That's not true!

balance was 209,84€ after the given freegames at that time see screenshot (gamehistory1.jpg)

2023-02-05 11:03:18

after withdrawal request of 149,84 € (your withdrawal process only allowed me to withdraw 149,84€ maximum,

209,84€ which consisted of (30€ bonus money I received 30€ deposited 149,84€ winnings from freegames)

remaining balance of 30 € after withdrawal was real money! and NOT generated with bonus! I played and won afterwards

You have to understand that after I deposited 30€ for third bonus, I received 30€ additional bonus money

I went straight to the given freegames I received for bonus, so no real money was deducted at this time.

I won 149,84€ (balance was 209,84€ with bonus money + deposited money) in the given freegames, so my real money of 30€ stayed untouched and these 30€ of real money were still in my account untouched after withdrawal request of 149,84€ ( 179,84€ - 30€ bonus), my balance dropped to 30,84€, which consisted of my real money I deposited and no real money was deducted, because depositwin is first taking real money for bets then bonus money if no real money is left,

in my case no real money was taken, because of the given freegames I won 149,84€ which left my deposited 30€ untouched and remained in my account balance I played and won afterwards! so no bonus money! was involved I could generate winnings with!

Thank you all for your responses.

Dear Depositwin Casino,

Could I ask you please to provide the player's game history regarding so we can clarify exactly what has transpired regarding the use of the bonus? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear hypo,

I have received the evidence from the casino and have asked for further information. I will extend the timer while I wait for a further response, and post an update here shortly.

Kind regards,

Adam

Dear hypo,

I have discussed the situation in depth with the casino and the root of the problem here is the following condition of the bonus, which can be found under bonus terms and conditions/welcome bonus package:

"11. Free spins are issued in connection to a deposit bonus or any other promotion will be credited after the deposit associated with the free spins has been successfully made. Free spins of this kind require a wager of the generating deposit of at least x1. "

You requested a withdrawal of 149,84 € as winnings from the free spins, but had not wagered the associated deposit at this point. You then carried on playing, but as this condition had not been met you were essentially not eligible to make a withdrawal from the bonus until the deposit had been wagered x1. Once it had been, the casino then capped the winnings to the maximum amount in accordance with the terms.

Dear DepositWin Casino,

While I appreciate that the casino has operated in accordance with its terms in this case, it does highlight a couple of issues regarding the user's experience with this bonus.

If the deposit needs to be wagered, it may be better to make it so that a withdrawal could not be requested until the wagering was completed, or perhaps a warning could be shown. We are always of the opinion that once the wagering requirement is completed, any available winnings should be transferred to a real balance and no further restrictions should apply as the bonus is completed. This way, there can be no confusion as to what is considered bonus money and what is not.

Also, it seems that this rule is only to be found on the bonus terms and conditions page. It may help to prevent situations like this from occurring in the future if this information is displayed in the promotional material for the welcome bonus, especially as it is advertised as "wager-free bonuses" and "wager-free spins".

In light of this, is there anything the casino can do in this case?

Kind regards,

Adam

Dear Adam,

Thank you for sharing your thoughts and recommendations. We value your feedback and we are always striving to improve our services.

However, it is crucial that our players are well-informed about our Terms and Conditions before making any deposits or claiming bonuses. This is to ensure that they understand all the relevant rules and regulations and avoid any misunderstandings.

With regards to the issue at hand, please be informed that the decision to withdraw the contested amount of €127 by our finance department was based on the Terms and Conditions which have been accepted by the player. As such, we consider this matter to be final.

Thank you for your understanding.

Sincerely,

Lucas

Dear Depositwin Casino,

Thank you for the detailed response. Can you please clarify if the third deposit bonus was indeed canceled due to the withdrawal request, as per the screenshots provided by the player?

Kind regards,

Adam

Depositwin didn't answer this question,

all bonus gets cancelled when you request a withdrawal request, thus my winnings afterwards were generated with real money, although a part of my real money had to be used for the mandatory wagering for the previous withdrawal amount.

Depositwin says all deducted/stolen money of 127 € were generated with bonus money, which is a lie!

depositwin is not trustworthy and I would avoid in the furture for all costs

Dear Depositwin Casino,

We have looked at this case again and unfortunately, we do not agree with the casino's decision.

I appreciate that the wagering requirement must be met, and that when it has been the max cashout is applied. The problem is that it is not made clear when the bonus is completed or that there even is a wagering requirement. The promotional material for the bonus states specifically that the bonus and the spins are wager-free so I can easily see how the player has become confused.

Additionally, the bonus states:

"Bonus restrictions (maximum betting limit of 4€, forbidden games) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the players' balance."

Again, if the remaining balance after a withdrawal request is shown as "real money" in the player's account and not as "bonus money", it is easy to understand why the player would consider this balance to have no ties to the bonus as they had requested a withdrawal.

All in all, the bonus is confusing in the way it is presented, both in the promotional material and how it seems to appear to the player in their account.

I would therefore like to ask if the casino might reconsider its position in this matter.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Adam and Hypo,

I'm sorry for the late reply.

Depositwin didn't answer this question

Please be advised that we have provided all the necessary information and responded to all inquiries made by Casino Guru.

As previously stated, the Terms and Conditions of the bonus stipulate that "Bonus restrictions (maximum betting limit of €4, forbidden games) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the players' balance." At the time the withdrawal was requested, it had not been processed, and the funds being used to play were generated through the use of the bonus.

We based our decision on our Terms and Conditions, which were accepted by the player when creating the account, and therefore our decision is final.

Nonetheless, as I previously mentioned, we appreciate and value your feedback and concerns, and we are committed to improving our services continuously.

Thank you for your understanding.

Sincerely,

Lucas

how stubborn from Depositwin, repeating again and again the same answer without seeing their mistake.

Anyway I vote for unresolved

Dear Hypo,

It seems that we will not reach a mutual agreement with the casino on this occasion. As the casino has stated that its decision is final, and we do not agree with the decision for the reasons previously stated, the complaint will be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam