Will's Casino - general discussion

If you want to discuss anything related to Will's Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Unfortunately I don't see any live chat and the no dep. I never received the bonus despite an email request (until today without an answer)

Hi, when did you contact the casino? How long time have you been waiting?

I waited 3 days. Today I got an answer and my problem was solved. The live version was also only available today.

hey the casino deleted my account on request of the no deposit bonus as a reason it was me hahahahahha

I'm not sure if I understand correctly. The casino deleted your account and they say you asked them for it even though you didn't?

they have completely deleted my account

Just because I asked about the free spins for whatever reason

I was able to activate the 20 free spins but when I start the game the games are not there ... I wrote the live chat. Then the chat was suddenly gone 🤷🏼‍♂️

I'm not really sure what's going on here. That sounds strange. Have you asked the casino why the account account was closed? Did they give you any specific reason?

You may try to send them an email if the chat doesn't work for some reason.

That was the case with me too. So the games in the intended slot did not work in the chat, but the spins were then transferred to Manuel to another slot

Yeah, that the current issues with players in Germany. Some games from certain game providers are invisible to them, because they're not licensed 😕

it is not possible to make withdrawals at willscasino during a cool-off period (freeze account). what does casinoguru think if you can't do that in a casino? i think the difference between freeze account and self-exclusion is that you can still withdraw during a cool-off period.

The live-chat is horrible. I was waiting 70 minutes. Than came a "hi-message". Than again 20 minutes waiting...etc.

Auf e-mails antworten sie gar nicht.

Gewinnbeschränkungen sollte es auch nicht geben in guten Casinos (Gewinnlimits)

Hello,

I must say that I asked Simon about this situation 🤔

He explained to me that in this case, withdrawals should be possible.

I think it's worth a complaint - if you need the help of course.

If it is not a "MUST" for a casino to be able to withdraw during a cool-off period, a complaint is unlikely to succeed. What do you all mean? Though I think that's the main purpose of a cool-off period as opposed to self-exclusion

Well, when it comes to such a sensitive matter, it's quite complicated to say that something is a must.

So far I've learned that many casinos approach this cooling period differently. I believe that the point is to fulfill the purpose - to keep players safe from gambling. I found it only logical to allow players to withdraw when the cooling period is on because withdrawal does not mean losing the balance by playing it out.

Did you find any rules concerning the frozen accounts or cool-off period in this casino's TaC?

I have just filed a complaint with Casino Guru regarding this. Let's hope the casino questions the very purpose of a cool-off period

Well, I checked your complaint and found it quite interesting that it seems the situation is quite different than I assumed.

"The player from Switzerland tried to set the cool-off period, however, the casino requested documents to verify his identity. In the meantime, he lost all his winnings and even made more deposits."

I have no idea that you've lost your balance. You only asked about the withdrawals during the cool-off period. Sadly the account was frozen instead.

If I would have known this I would probably react differently. I thought that you have an active balance, hence you are concerned that you can't withdraw.

Dear Radka

I'm complaining and I don't think it's okay that you can't withdraw money during a cool-off period and also can't verify yourself during it. This contradicts the actual purpose of the frozen account (player protection) because you have access to the money for at least 4 days and can lose the money, which happened. I honestly don't understand the difference between the situation you originally had in mind and the situation that actually happened.

Of course, a casino MUST not offer player protection, but if they already offer a "freeze account", they should implement it rigorously. For example, there is no obligation for a casino to offer a welcome bonus, but if a casino offers a 100% welcome bonus, it should not end up being 50%. the casino offers "freeze account / cool-off period" and in essence it is not a cool-off period or self-exclusion at all. this is misleading and not fair.

i intentionally didn't file a complaint at first, just wanted to share on the discussion forum that willscasino is offering a cool-off period, but this period is not what a player can in good faith expect. if you make a withdrawal and then self-exclude and there is something wrong with the withdrawal you will need to wait until the self-exclusion is over, log in and withdraw again or upload the document. the player is not protected from gambling their money, although the casino offers a cool-off period. I just wanted that said.

The original question was whether a casino should allow withdrawals during a cool-off period. you asked simon and he said it should be possible. The fact that I no longer have any credit is a consequence of this, because that's exactly what you couldn't do.

I'm sorry dear Radka. But your last message doesn't reflect the correct facts either.

"Sady the account was frozen instead": This statement is incorrect.

I'm sticking with it. A casino that offers a cool-off period should also offer those functions that are known as a cool-off period (freeze account): you can log in, make withdrawals, see transaction histories during a cool-off period , upload documents for verification etc, but cannot make deposits or play. At WillsCasino you can only make withdrawals and upload documents for verification if the account is not frozen. that means if i make a payout and upload documents and then freeze my account and then something is wrong, the payout was rejected, a document is missing, i have to wait until the account is active again. In my opinion, this contradicts player protection and the function of a freeze account that the casino offers.