Nevada Win Casino - Player's winnings disappeared after withdrawal system error.

so after beating the no deposit bonus, i was told by support my reward wouldnt expire it took 2 months for them to verify me with 5 days between reply on average i finally went to hell and back getting the documents they requested made my withdrawal DOUBLE CHECKED THE WITHDRAWAL DETAILS WITH MY BANK...all were correct! kept coming up system error, i have just logged in to follow up my email (details my bank asked for to send through a formal international fund receival) i asked for the details my bank asked and what do you know i log in to find my bonus money gone!!! more than happy to forward the emails to staff this site has been nothing but a menace do not bother with it!!

Dear mjayare6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nevada Win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any deposits to the casino altogether?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

i had to deposit 10EUR to be allowed to withdraw they told me my winnings were within the rules i wasnt going to deposit otherwise i had to reach out to their financial department as to what was going on and they said i went over max bet and voided my wagered winnings AND the 10EUR i deposited, my bet history doesnt go far back enough on the site to check and i cant remember this was months ago upon reading their terms i realised that no max bet was even stated its in a completely different terms and conditions sneaky dogs...il forward some emails

Thanks for your email and explanation of the situation.

I checked the terms and conditions found on the website and I found this:

"Bonus on deposit with a wagering requirement :

If a bonus has been claimed, the maximum bet allowed (both real and bonus balance) is €/CAD 8 until the wagering requirement is done. This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino regarding this specific issue, please send it as well. You can request your gaming history for a specific period from casino support.

Dear mjayare6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

you can close the case if you want i know max bet is a standard practice however the fact they voided my verification deposit ontop of the no deposit winnings was complete BS they wouldnt tell me when i kept asking them if my winnings were within the rules i had to make a verification deposit before i was able to know then they voided everything after mucking me around for weeks verifying they also excluded the max bet in their bonus terms and conditions and placed it in the separate SITE terms and conditions honestly was sneaky as hell and they owe me my 10EUR verification deposit back as far as im concerned, im never using this casino again

We accept the situation if the max bet rule is mentioned in separate terms, and not in specific bonus terms.

Nevertheless, I would like to ask you whether the casino informed you about the confiscation of your verification deposit and the basis of their decision.

Have you requested the game history for the whole period the bonus was active? Have you received it?

no the max bet is outright in separate terms, my no deposit winnings were 100EUR i was told to max a verification deposit of 10EUR to withdraw (max withdraw of my no deposit winnings was 100EUR) my 10EUR deposit was immediately stolen i shouldve been allowed to withdraw 110EUR which they told me my deposit was withdrawable and then the whole lot was voided

i have requested my bonus history and they denied me it

Please send me the communication in which you requested the bonus history and the casino's response. I apologize for the inconvenience. My email is tomas@casino.guru

Dear mjayare6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.