GW Casino - Player was accused of breaching Bonus T&Cs.

https://www.gwcasino250.com/en/

GW CASINO

I won a total of up to $6000.00 over a period of 24 - 48 hours playing the highest balance was around $6000.00 and the lowest was $4000.00 and I requested a withdrawal at $4000.00
I contacted support twice before I even requested a withdrawal, and i had met the wagering requirements of the bonus terms very early in the period of time i was  playing at GW Casino.

When i contacted support on the live chat (ON TWO SEPERATE OCCASSIONS) due to the fact that I couldnt believe i had won and I didnt want to get my hopes up incase it was a scam.
I asked them to confirm that the $4000 was withdrawable and I had infact won the money, They Confirmed. I asked them to confirm that there was no issues or breaches to any T&C. Both times GW Casino Support went ahead and checked my account, and confirmed I could infact withdraw my winnings of $4000.00. 

GW Casino Support then ran me through the process of withdrawing to my bank account and verification of my documents and account.

A few days later, after verifying my documents for the withdrawal.... I got this dreaded email..... After they had confirmed and checked my account.....when i asked them........ the following is an email thread......... between GW casino support and myself...

****
 Tyler S. (_)

Dec 17, 11:38 PM +03

Hello Jessica,

We have received your withdrawal request. However, it has been denied by our Audit Team.

Please be advised that during the verification of your withdrawal, they have noticed that our Bonus Terms and Conditions were breached.

Please be reminded that:
"13. 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, 8AUD, 8CAD, 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."

Upon checking, on the 14th of December, you made a deposit of $60 and claimed a deposit bonus of $30, therefore the maximum bet allowed should be less than $6.

Our Audit team found bet/s of $10, $20, $40 and $60 while the bonus was active which clearly breach our Bonus Terms & Conditions.

All your winnings have been voided accordingly and your deposit of $60 has been returned to your balance.

Please find time to also visit our Bonus and General Terms & Conditions to avoid any inconvenience in the future.

*Please note that the system time is based on GMT while your account history follows your local time zone.


Best regards,
Payments Team
****

Dear Jessica,

Thank you for contacting Casino Guru. I’m sorry to hear about your negative experience.It is very common for casinos to limit the winnings from bonuses and implement other restrictions (e. g. maximum bet). When the live chat support informed you that everything was alright, they probably meant you fulfilled the wagering requirement. They didn’t perform a deep check, which usually happens after you make a withdrawal. Is it possible that you breached the maximum bet rule?

Best regards,

Peter

Dear Jessica,

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

I believe I made the wagering requirements. And after that is when I started to higher my bets. So I don't believe I have breached their bonus terms and conditions because I had finished the bonus wagering. And when I asked and looked back in my history of games played and each spin... there was no information displayed on my account history.

I asked them why, and they responded saying to look a day ahead or behind but still there was nothing displayed. And they have said in the emails that they have provided me a full detail description and everything to show me but no they have not. I just get ignored. 

They have not even had the decency to give me any of the winnings. They gave me my initial $60 deposit back. That's not right! They need to show me proof. This has not been a good experience.

Thanks

Jessica  

Hi Jessica, 

Thank you for your reply. I will contact the casino and we'll see what their standpoint is. 

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’ which may affect its rating.

Hi Jessica,

I tried to reach out to the casino by email and Skype, but the casino never replied. Since we haven’t received any response from the casino regarding the issue, I will close the complaint as ‘unresolved’. The casino can reopen this complaint anytime. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. I wish I was of more help.

Best regards,

Peter