The player's winnings were voided with only deposit and bonus left. The issue was successfully resolved, the mistake was found and corrected by the casino.
W Casino - The player's winnings were voided.
Amount: €2,165
W Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
W Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello casino guru,
I played at Wcasino Casino on January 22nd, 2022 and won 2165 euros. On this day I made a payment of 2000,- and uploaded my documents. After that I had to wait three weeks for the verification to be completed. During this time I have written many times with the chat. Every time I was told that everything is fine, all documents are ok and the money will be paid out. When my account was finally verified, the money in the account was canceled and suddenly only 100 euros deposit and 100 bonus were visible. Since then I have been writing daily with the chat what happened and why the money is gone. The answer is always the same, they don't know and need to check and I get an email with a message. Unfortunately, I continue to be put off and get no message. What can I do to finally get an answer.
Greetings Christian
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2 years ago
Hello Christian,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with W Casino.
Please allow me to ask you a few more question before we would move forward.
Did you accumulate your winnings with bonus money too or was it only real money? Did the casino explain why did they void your balance? Are you aware that you have breached the bonus terms if you played with bonus money?
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
Yes, I played with a bonus and fulfilled the bonus conditions. I just read above that my winnings have expired. This is the first information I get. Unfortunately, I have not received any reason why the winnings are invalid.
Regards
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2 years ago
Hello Christian,
Is it possible that the bonus had a expiration date? Do you know exactly which bonus did you use and are you able to access it's information and forward it here in link or screenshots?
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2 years ago
Hello Christian,
Thank you for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Christian,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite W Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
thank you for the support.
Kind regards
Christian
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2 years ago
We would like to ask W 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear Guru team, the withdrawal was canceled since the player made prohibited bets with an active deposit bonus. He made bets for €4.50, and the maximum is €4, the bonus was placed in his gaming account again.
Bellow, you'll find an extract of our T&C where you can find this rule:
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2 years ago
Dear W Casino,
Thank you for your reply.
Dear Christian,
If you repeatedly broke the maximum bet rule, I'm afraid there is not much I can do for you. The 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.
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2 years ago
Translation
Hi Peter,
I almost feel like they changed that to be right.
I have the minimum bet from the Guru site and it has always worked. 
I find that really odd.
Kind regards
Christian
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2 years ago
Hi Christian,
You should be able to view your game history directly in your account. If you wish, I can request the full game history from the casino but I'm not sure if it will change anything, let me know.
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2 years ago
Translation
Hi Peter,
it's true that I played with €4.50.
But in my opinion the stake was €5 at that point and now suddenly €4.
On their page from the guru, the €5 stake was also stated.
I definitely feel cheated.
Thank you for your help.
Kind regards
Christian 
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2 years ago
Hi Christian,
I've just noticed that the €4 max bet is only in general terms, in the specific bonus terms for the bonus you played with it says €5 max bet (see screenshot).
Dear W Casino,
Since the max bet for this specific bonus is €5, the player didn't break any rules and therefore should get paid.
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2 years ago
Translation
Hi Peter,
many thanks for the help.
Kind regards
Christian
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2 years ago
We would like to ask W 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
I just gave a nudge to the casino representative by Skype so we can give them a few more days and hopefully we can get the issue resolved.
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2 years ago
Translation
Hi Peter,
Thanks for your help.
Regards
Christian
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2 years ago
Thank you W Casino team for your reply and help.
Dear Christian,
Can we consider the issue resolved?
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2 years ago
Translation
Hi Peter,
Yes, I am very happy about this success. I hope the payout works now.
Many thanks for the support.
Regards
Christian
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2 years ago
Hi Christian,
I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Let me know in case the money doesn't arrive (peter.m@casino.guru). Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
