GW Casino - Player’s winnings from bonus play have been cancelled.

I had played through the bonus well and truly and met all the requirements of the wagering the money was pending in my bank and on the day it was meant to clear it disappeared i contacted them and they said I exceeded the wagering during the bonus by 50cent this was completely untrue it’s the first time I’ve ever one such an amount it almost broke me mentally when they took it please help 

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me the relevant communication between you and the casino? My email address is petronela.k@casino.guru. I would like to understand completely which rule you breached allegedly. Additionally, please forward me a link of the bonus that you have redeemed. I have checked bonus terms and conditions, and I found a restriction of the maximum bet:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Do I understand it correctly, that you have been accused of placing a single bet higher than the allowed one for the bonus play? 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,

Petronela

Dear Daniel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much Daniel for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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.

Please forgive my typo when I wrote 15000 I meant 5000 I’m so sorry but too me this is still a massive amount of money the most I’ve ever had in my bank well pending till they stole it please forgive my typo it truly was a mistake ✌�

Hello Daniel,

Don't worry, I've fixed the disputed amount as soon as I found your message! 

I would like to give the GW Casino an opportunity to comment on this case. 

We would like to ask the GW 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’.

What do you mean if the casino does not reply it will be unresolved does that mean I just loose my winnings thank you again yours sincerely Daniel elmouttie 

Hello Daniel,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

We would like to ask GW Casino to describe this situation in more detail.

We would like to ask the GW 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’.

Daniel I am really sorry, but the casino failed to reply again, therefore I have to close the complaint as 'unresolved' again.