PlayWorld Casino JP - Player's winnings were confiscated after bonus cancellation.

I received a $30 no-deposit bonus.

I satisfied the 1x wagering requirement, and as I understood I was obliged to deposit $50 for withdrawal, I proceeded to do so. While playing at the casino with the $50, my total grew to $141 and I decided to withdraw. However, since the bonus and cash were mixed, the bonus was cancelled. Not only the bonus but also my winnings disappeared.

The only remaining amount was the $50 I deposited. I cannot understand why not only the bonus but also the winnings were lost, so I want to recover at least the winnings. I was able to withdraw the $50. Of the $141, $61 were winnings and I want to recover this amount that was lost.

Dear superogihara,

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.

• Could you please confirm that you completed the required bonus wagering?
• Is the following bonus the one that you activated?

You indicated that you fulfilled the 1x bonus wagering requirement, but the promotional offer terms specify a 30x bonus wagering requirement. I'm afraid that unless the entire bonus is wagered as per the stated requirement, you may not be eligible for your winnings.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

As it says on the homepage, the wagering requirement for the bonus is 1x.

There is no problem because more than 1 times the amount has been digested.

In order to withdraw the no deposit bonus, I was told that a deposit of $50 was required, so I made the deposit first.

I didn't read the terms properly, but it was mixed with a bonus, and all bonuses and winnings were forfeited.

Even when I tried to talk to them through chat, they didn't take me seriously. It's just a matter of the terms and conditions.

I contacted you here in hopes of getting it back. Thank you for your support.

Hi superogihara,

I observe that the screenshot explicitly indicates that the necessary bonus wagering is 1x the bonus amount.

• Can you kindly verify that you made your real money deposit only after the withdrawal of your accumulated winnings was initiated and not beforehand? The terms explicitly state that you should make a deposit only after submitting a withdrawal request to prevent fund mixing.

Thank you.

Sorry, I have broken the rules.

I made a deposit before making a withdrawal. Since the rules have been broken, it seems difficult to get a bonus💦

I wasn't satisfied with the fact that the winnings I had made with the cash I deposited later were confiscated, so I filed a complaint. Will this work somehow?

Hi superogihara,

I'm sorry but that the rule has indeed been breached. Could you kindly clarify whether you continued playing after depositing $50, or if the entire balance was voided immediately?

Thank you.

After depositing $50, I thought I needed a wagering requirement of at least 1x, so I placed a bet that was much more than 1x at the live casino. After that, I tried to withdraw all the money at once.

However, all my winnings were taken away due to the mix with the bonus.

Thank you very much, superogihara, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear superogihara,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the 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 negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear superogihara,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru