Topwin.bg Casino - Player's winnings were canceled due to playing excluded games.

I registered on this website – it’s a relatively new casino in Bulgaria. I received a 100% bonus on my first deposit, and it was only mentioned that there were wagering requirements – 40 times the deposit + bonus amount. I managed to meet the wagering requirements and won a total of 400 BGN. I verified my account and requested a withdrawal, which was denied after about 12 hours. Nowhere was it stated that there were restrictions on the games in which the bonus could be used. In most casinos, if you can’t use a bonus somewhere, they simply don’t allow you to place bets there. This is very unethical on the part of this website, and I would like more people to be aware of their practices that are disadvantaging players, because this "small exception" wasn’t mentioned anywhere unless you delve into 35 pages of bonus terms and conditions. It’s an absolute mockery!

Dear grigorp73,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Did you see any pop-up or other notification stating you are about to play a restricted game when you tried opening a jackpot slot game while your bonus was active?

Could you please specify the names of the games you played with an active bonus?

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

Best regards

Veronika

No, there was no notice or information about restrictions. I played 40 super hot bell link, lucky and wild, dice and roll, which are not even mentioned by name in the general conditions, but are placed under a common denominator - "jackpot games" - and more than half of the games on this site have jackpots .

Thank you very much, grigorp73, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, grigorp73,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Topwin.bg Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

In case he played a restricted game while playing with an active bonus - does the casino notify players somehow about a possible breach of the casino's rules upon accessing such games (a notification/pop-up) or does it enforce it on its side?

Can you clarify what advantage did the user gain by playing such game(s) with an active bonus? Were other bonus rules fully followed?

If it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear grigorp73,

I am already in contact with the casino outside the thread, and I asked for further details and supporting evidence. Currently, I am waiting for their response and the requested data. The casino does not have a casino representative account in our system, and it looks like they are not interested in responding directly to the thread. Therefore, to keep track of the complaint processing time, I am resetting the timer for the casino anyway, and will wait for their email.

I will inform you about any relevant news or updates here.

Thank you for your patience and understanding.

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.

Greetings,

Extending the timer once again to provide the casino with full standard 2x7 days timers to reply after their last email.

However, if no one from the casino contacts me back or provides relevant details/evidence until the current timer expires, the complaint will be closed in accordance with the information in my previous post, or according to the details we gathered so far. The casino was informed about the same via email a while ago.

Thank you for your patience and understanding.

Dear grigorp73,

I exchanged a few emails with the casino and asked them for additional details. In the meantime, while I am waiting for the requested and possibly supporting evidence, I have a few questions for you.

Can you please explain your male name and profile photo here while your email associated with the casino account contains a female name and surname, and according to the information from the casino, the account was registered with completely different personal details?

In addition, you mentioned that your casino account was verified - can you provide me with confirmation of your successful verification?

Feel free to post a screenshot here and/or forward the relevant communication from the casino with confirmation to my email (branislav.b@casino.guru).

Once I have any news from the casino, I will inform you.

Thank you.

Dear grigorp73,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested information and clarification.

Best regards,

Branislav, Casino.Guru