Whamoo Casino - Pelaajan voitot mitätöidään.

Dear Sirs and Madames,

I have played at "WHAMOO" Casino several times over the past few weeks and have always been

excited.

On 07/16/21 I played again from about 16:40 to 20:30. I deposited a total of 3400 euros.

I played a few slots; various blackjack and roulette; I played the way I always play.

Since I was already in the red, my bets got bigger and I was lucky, I could

build up to 4500Euro. I made a payout of 4502 E and had myself blocked for 24 ST.

After about 1 ST. I received the following email from paymentsecurity@whamoo.com:

Hello Peter,

This is Richard from Whamoo. While reviewing your recent payout request we found that you breached our terms & conditions by using strategic betting patterns.

Since this is not allowed, your payouts and balance will be removed from your player account. You will receive a refund for the deposit made of € 1000.

To review our terms & conditions, specifically section 8.8, please follow this link:

https://whamoo.com/en-int/terms-and-conditions/

I was shocked to be honest, I've played at a lot of casinos

But I've never heard anything like it before. You play normally and now you win and then something like that.

I have never violated Article 8.8 of the Terms and Conditions and

would like the sampled amount (4502E) to be paid out or back to mine

I don't know how the finance department comes up with something like that.

I've already made 5 withdrawals before.

I would like to ask you to look into the matter.

Many thanks in advance.

Kind regards, Peter M ****

Sehr geehrte Damen und Herren,

Ich habe die letzten Wochen schon mehrfach bei "WHAMOO" Casino gespielt und war immer

begeistert.

Am 16.07.21 spielte ich wieder ungefähr zeitlich von 16:40-20:30.Ich zahlte insgesamt 3400Euro ein.

Ich spielte einige Slots;verschiedene Blackjack und Roulette.Ich spielte so wie ich immer spiele.

Da ich schon im Minus war wurden meine Einsätze jetzt grösser und ich hatte Glück.Ich konnte

auf 4500Euro aufbauen.Ich machte eine Auszahlung von 4502 E und lies mich für 24 ST sperren.

Nach etwa 1 ST. bekam ich von paymentsecurity@whamoo.com folgende Mail:

Hello Peter,    

This is Richard from Whamoo. While reviewing your recent payout request we found that you breached our terms & conditions by using strategic betting patterns.    

Since this is not allowed, your payouts and balance will be removed from your player account. You will receive a refund for the deposit made of € 1000.  

To review our terms & conditions, specifically section 8.8, please follow this link: 

https://whamoo.com/en-int/terms-and-conditions/

Ich war schockiert um ehrlich zu sein.Ich habe schon bei vielen Casinos gespielt

aber so etwas habe ich ja noch nie gehört.Da spielt man ganz normal und gewinnt jetzt mal und dann so was.

Ich habe niemals gegen den Artikel 8.8 der Geschäftbedingugen verstossen und

möchte den gesampten Betrag (4502E) zur Auszahlung oder zurück auf mein

Konto haben.Ich weiss garnicht wie die Finanzabteilung auf sowas kommt.

Ich habe ja vorher auch schon 5 Auszahlungen gemacht.

Ich möchte Sie bitten sich der Sache anzunehmen.

Vielen Dank im vorraus.

Mit freundlichen Grüßen,Peter M****

Dear Mischker,

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

We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@casino.guru?

Additionally, please could you clarify if you have accumulated your winnings with or without an active bonus?

I hope we will help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The prizes were declared invalid because I allegedly violated point 8.8 of the terms and conditions.

But this is not true. I have read the terms and conditions and played completely normal as usual.

You accuse a lucky player of "cheating". I don't think that's okay. I have never violated Article 8.8 of the Terms and Conditions.

Article 8.8 of the General Terms and Conditions is formulated in such a way that you could withdraw your winnings from almost every player.

Many Thanks

PS: I have been playing at Whamoo Casino for a long time in advance and have made several withdrawals.

Die Gewinne wurden für ungültig erklärt weil ich angeblich gegen den Punkt 8.8 der AGB verstossen habe.

Dies ist aber nicht wahr.Ich habe mir die AGB durchgelesen und ganz nornmal gespielt so wie sonst auch.

Sie werfen einem Spieler der mal Glück hat ja "Betrug" vor.Das finde ich nicht in Ordnung.Ich habe niemals gegen Artikel 8.8 der AGB verstossen.

Der Artikel 8.8 der AGB ist ja auch so formuliert das man fast jeden Spieler seine Gewinne wieder entziehen könnte.

Vielen Dank

PS: Ich habe im Vorfeld ja schon längere Zeit in Whamoo Casino gespielt und mehrere Auszahlungen getätigt.

Thank you very much, Peter, for providing all the necessary information and for forwarding your partial game history. I would like to kindly ask you to forward the entire game history (in Excel format) as soon as you receive it from the casino to peter.m@casino.guru.

Meanwhile, I have checked the general terms and conditions, and this is what I found https://whamoo.com/en-int/terms-and-conditions/:

"8.8 Irregular betting or advantage play includes, but is not limited to, the following:

Strategic betting systems such as Martingale, The Labouchere Progressive Betting Systems, D’Alembert, Paroli, Gambler’s Fallacy, Reverse Labouchere, Contra D’Alembert, Fibonacci, 1-3-2-6 and any others;

Even money bets, low margin bets, zero risk bets, hedge betting, etc.;

Placing bets greater than 20% of your current bankroll;

After a large win drastically increasing or decreasing your bet size, and/or

Playing via use of a VPN connection or private internet browser (e.g., Tor).

Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the Bonus credited to their account, until such time as the wagering requirements for that Bonus have been met. For the purposes of this rule, a bet is defined as one roulette spin or one dealer's dealt hand in any table game, or one deal in any Video or Power Poker game (this includes Multi-Hand/Play games). Any double or gamble shall be considered a new bet. Should Whamoo deem that irregular game play has occurred; Whamoo reserves the right to withhold any withdrawals and/or void all winnings."

We have issued a warning in our review for the Whamoo Casino https://casino.guru/whamoo-casino-review#tab=js-tab-reputation regarding Unfair T&Cs. It looked as it has never been used against the players, unfortunately, it seems to have changed now.

I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Peter,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Whamoo Casino to the conversation to participate in the resolution of this complaint.

Thank you for your quick work. I'm curious how "Whamoo Casino" will react.

Vielen Dank für Ihre schnelle Arbeit.Ich bin mal gespannt wie "Whamoo Casino" reagiert.

We would like to ask Whamoo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Peter,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter