WinTokens Casino - Pelaajan bonuspanos tyhjennettiin vahingossa.

I used the first deposit bonus on Wintokens casino.

After playing for a while, I didn’t know how the bonus works, so I cleared the wagering requirement, which wasn't on purpose, and my balance went zero.

 I would not have done that if I had known I would lose my balance, so I asked the support center to restore the wagering requirement, but all requests have been denied.

There is nothing in their terms of service that would cause my request to be denied.

Hello samuo,

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

Could you please advise how much did you deposit and how much bonus did you receive? Even the deposited amount was voided once you canceled the bonus? How much % of wager was finished when you canceled the bonus?

Looking forward to your answer.

Regards,

Nick

i deposited 179 ₮ and i received 179 ₮ as 100% bonus.

i had 170₮, and the balance was voided once i cancelled the bonus, i finished about 30% of wager requirement at the moment

Hello samuo,

We believe that the player should be at least notified by the casino that the winnings will be voided once the bonus is canceled. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, samuo,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, can you please explain everything that happened in more detail?

We know you played for a while with your deposit and deposit bonus. What exactly did you mean by "clearing the wagering requirements", and how exactly did it go, step by step?

To be honest, it depends on circumstances (whether your deposit was lost and you already played with only bonus funds at the time of cancellation), but if you simply cancelled your bonus yourself, I am not sure if the casino is able to restore your balance to the state as it was before the incident. However, better casinos are at least able to offer some compensation in such situations.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear WinTokens Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Is there a chance that no Terms and Conditions or bonus rules were breached and that the casino could restore his balance from the time before the cancellation of the bonus or maybe provide the user with any bonus with better conditions as a gesture of the casino's goodwill or "compensation" if the bonus was cancelled mistakenly?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

thank you for replying Mr.Brainslav.

I cancelled the bonus myself but there was nothing of notes that would have reduced my funds to zero at that time. Otherwise there would be no point in doing so.

Dear samuo,

Just letting you know that I am in contact with the casino and I am currently waiting for additional details.

Once I have any news, I will inform you. I will leave the timer set up for the casino.

In the meantime - is it possible that there was a pop-up that informed you about the consequences and you confirmed it?

Thank you for your patience and understanding.

i dont think there was any pop-up on my screen. I'm not stupid enough to let my money go voided though

Alright, samuo. I am here with hot news, but it will not make you happy.

I had information about a need for confirmation of wager cancellation earlier, but I was waiting for screenshots supporting the process explained by the casino representative.

I will try to sum up all the gathered information:

• Yes, it is not literally a pop-up, however, it is necessary to confirm or deny the option of cancellation; it is not possible to do it immediately upon clicking "cancel", and it has to be confirmed (supported by the casino with screenshots)
• Although there was no information that your balance would be reduced to zero, there was information about your balance, bonus balance, wagering requirements, etc., where it was clear how much you had overall and how much a bonus amount - shown at several places in your account and also during the process of cancellation
• As you stated, your balance was $170 at the time you cancelled the bonus or "cleared the wagering requirements"; but your balance was $179 + $179 at the beginning (deposit + deposit bonus = 358$) - so, since it is an industry-standard that players play first with their real money, and only after losing them, they play with bonus funds, it is clear that your real money balance was lost when you had only $170 in your balance
• When you cancelled the bonus ("cleared the wagering requirements"), there were only bonus funds available in your balance, and due to meeting the wagering requirements to only approximately 30%, there were no funds that could have been withdrawn at that moment
• It seems you realized that you had less than $179 (from the initial $358 balance), and you decided to cancel the bonus, so you simply tried to "clear the wagering requirements", but it did not work as you expected
• If the casino cannot or does not want to restore a previously cancelled remaining bonus and wagering requirements, we accept it, especially when players cancel their bonuses themselves, and you even had to confirm it before it was processed, while you were informed what would happen
• If you did not understand the instructions or consequences, you should have asked the casino customer support for the details instead of confirming the cancellation and asking after
• In such cases, we only try to ask casinos about some compensation or gesture of goodwill (for example offering a better bonus), but it is not possible here, and there is nothing to solve anymore

Unfortunately, based on the points above, we are rejecting the complaint. We accept the casino's decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside of the thread, thanks also to the WinTokens Casino Team for providing information and for its cooperation.

Best regards,

Branislav, Casino.Guru