Winsane Casino - Pelaajan voittoja on pienennetty.

The casino canceled my withdrawal of €135 and left me with only €45 on the grounds that I had received a bonus. The money I won was with my deposit money and not with the bonus, please help.

Το καζίνο ακύρωσε την ανάληψη μου των 135€ και στο υπόλοιπο μου άφησε μόνο 45€ με την δικαιολογία ότι είχα πάρει μπόνους.τα χρήματα που κέρδισα ήταν με τα χρήματα της κατάθεσης μου και όχι με το μπόνους, παρακαλώ για την βοήθεια σάς.

Dear tomylougs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide more details by answering the following questions?

• Have you ever activated any bonuses in this casino? If so, when did you activate the last bonus?
• Did the casino specify which bonus you supposedly used?
• Can you please post a screenshot of your bonus history here in this thread?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, tomylougs. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you the relevant photos above, I don't have anything else.

Σας έχω στείλει τις σχετικές φωτογραφίες πιο πάνω δεν έχω κάτι άλλο

The casino zeroed my account they are scammers

Το καζίνο μηδένισε τον λογαριασμό μου είναι απατεώνες

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I only played slots at the PG Soft casino.

Έπαιξα μόνο σε slots στο καζίνο ,της pg soft

Thank you very much, tomylougs, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you tomylougs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winsane Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

I have not received anything, what will happen to this casino? they are scammers, you are not helping me either

Δεν έχω λάβει τίποτα,τι θα γίνει με αυτό το καζίνο? είναι απατεώνες,δεν με βοηθάτε και εσείς

Dear tomylougs, I am trying to get in contact with the casino representative outside of the thread one last time. I will keep you updated about any new developments. Thank you for your patience during this time!

Well all unresolved you close the reports and these casinos continue to make fun of you

Καλά όλο ανεπιλυτα κλείνετε τις αναφορές και αυτά τα καζίνο συνεχίζουν να κοροϊδεύουν

If you can't provide a solution and force them to pay, you're not helping at all, or their license is suspended, otherwise they don't understand anything and that makes you collaborators.

Άμα δεν μπορείτε να δώσετε λύση και να τους υποχρεώνεται να πληρώνουν δε βοηθάτε καθόλου,η να αναστέλλεται η άδεια τους, αλλιώς δεν καταλαβαίνουν τίποτα και αυτό σας κάνει συνεργάτες.

I already have three unresolved issues and they owe me over €700 and you continue to advertise these casinos.

Έχω ήδη τρία ανεπιλυτα θέματα και μου χρωστάνε πάνω από 700€ και τα καζίνο αυτά συνεχίζετε να τα διαφημιζετε.

Hello,

Thanks for raising this with us. Your case is currently under investigation with our dedicated teams and we will shortly provide a resolution. Thanks for your patience and we wish you a lovely day!

Winsane Casino

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.

Zero rating, it was well deserved, don't advertise them, it hurts your image, there are many scam casinos that shouldn't exist.

Βαθμολογία με μηδέν, τόσο άξιζε,μην τους διαφημιζετε,πληγεται και η εικόνα σας, υπάρχουν αρκετά καζίνο απάτη τα οποία δεν θα έπρεπε να έχουν βήμα.

Hello,

Thank you for the opportunity to provide our input and clarify the matter.

Following a detailed review of your account, we can confirm that the bonus has been cancelled on your end before fulfilling the associated wagering requirements. As outlined in our Terms and Conditions, Section 23.6:

"By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided."

Additionally, another relevant section of our Terms & Conditions states:

"23.17. The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player."

In accordance with this policy, the bonus funds and any winnings derived during the bonus period were voided following the cancellation.

Please also note that our platform notifies you if you have an active bonus when you attempt to make a withdrawal request.

Additionally, we would like to confirm that the deposit made by the customer was refunded during the review process.

We trust that these measures reflect our ongoing commitment to transparency and the delivery of a user-focused experience.

Best Regards,Winsane Team

No platform informed me, the winnings were purely my own money and you stole from me in front of my eyes, you lie to improve your image, but the truth is that you took €120 from my account for no reason or cause, the money should be returned to my account and I can withdraw it, representative of the casino guru, please help, they are trying to justify their position with informal excuses.

Δεν με ενημέρωσε καμία πλατφόρμα,τα κέρδη ήταν καθαρά με δικά μου χρήματα και με κλέψατε μπροστά στα μάτια μου, λέτε ψέματα για να βελτιώσετε την εικόνα σας,η αλήθεια είναι όμως ότι μου πήρατε 120€ από το λογαριασμό χωρίς λόγο και αιτία,να επιστραφούν τα χρήματα στο λογαριασμό μου και να τα κάνω ανάληψη, εκπρόσωπος του καζίνο guru, παρακαλώ να βοηθήσετε προσπαθούν να δικαιολογήσουν την θέση τους με άτυπες δικαιολογίες.

Thank you for the update Winsane Casino representative. I would like to point out that, according to your own terms and conditions, real funds are used before bonus funds:

Clause 23.12: In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

Based on this clause, we believe that any real funds acquired during the wagering of the bonus should remain untouched and intact, even after the cancellation of the bonus funds. Since real money is used first, those funds should not be affected by the removal of the bonus. I would like to request that you provide me with the player's betting history for review so we can verify that the player has not used any of the bonus funds as they have mentioned earlier in the complaint. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hello,

Thanks for raising this with us. Your case is currently under investigation with our dedicated teams, and we will shortly provide a resolution. Thanks for your patience, and we wish you a lovely day!

Winsane Casino

Hello,

Thank you for your continued patience while we thoroughly reviewed this case.

Please note that once a bonus is activated, the real balance becomes linked to the bonus offer, as the deposit was made specifically to claim the bonus.

As outlined in clause 23.12 of our Terms and Conditions, real funds are used first, followed by the bonus balance. However, this does not mean the real balance is treated separately from the bonus offer, but it remains subject to the associated terms.

We would also like to highlight clause 23.11, which states:

"The wagering requirement at Winsane (unless otherwise specified) is 35 times the initial amount of the deposit and bonus received before funds can be withdrawn."

In this case, the wagering requirement had not been met at the time the bonus was canceled; therefore, the funds were voided accordingly.

We hope this clarifies the situation, and we're here should you have any further questions.

Thank you for your patience and cooperation.

Best Regards,

Winsane Casino

Thank you for the clarification Winsane Casino representative. While this may be an unconventional approach compared to industry standards—where real funds are typically available for withdrawal before the bonus funds have been wagered—you have acted in accordance with your outlined terms and conditions.

Dear Dragon7619, with this in mind, the casino acted according to its bonus terms and conditions, and as such, we are unable to assist you further in the matter and will reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter