OneWin88 Casino - Player has been accused of playing restricted games.

Promtions winning all bonus amount forfetied...very worst site

Dear Sandilyan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions. Have you deposited any funds into your account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

see sir my promotion bonus not giving for me .Intimidation only...and my slot promotion winning forfeited ..I requested no response giving to me

Sir pls help me to get my winning amount

Sir actually I win slot promotion 50 thousands..his provided gift voucher...LUCKY SPINS winning means providing gift vouchers...that gift voucher allowing to all game play I know that...

Same winning bonus given for gift voucher

Taken code suddenly and redeemed to account...and 50 k got....

I know gift vouche allowing all game play so I played jilli fishing game and 47thousand kepted withdrawal...

That amounted rejected and all forfeited...I asked why forfeiting there saying not allowed fishing game you payed so forfeited said..

Many time I requested I don't know that rules. Pls add back I play again slot games only but there not accepting. Not giving my winnings... bonus 50 thousand not like to giving for me so freezing...

Please sir you give one solution

Dear Sandilyan,

Could you please advise why your original bonus winnings were confiscated?

I played fish game sir I dont know that rules all bonus forfeited that only

Fish game not allowed to play with bonus

Thank you, Sandilyan, for the clarification. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

When his replying to me

Hello, Sandilyan,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite OneWin88 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear OneWin88 Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were his winnings forfeited? 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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Sandilyan,

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's rules for the claimed bonus - you were informed about its specific conditions via Live Chat, where you were clearly given the information about allowed games before you used the coupon. You are not entitled to any winnings obtained from the bonus.

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.

Best regards,

Branislav, Casino.Guru