Home Complaints Wager Beat Casino - Player was accused of breaking the Bonus T&Cs and lost her winnings.

Amount: A$1,200

Wager Beat Casino - Player was accused of breaking the Bonus T&Cs and lost her winnings.

1.0/10 Very Bad reputation Submitted: 18 Sep 2019 | Unresolved : 15.10.2019
Our verdict

No reaction, passive regulator

UNRESOLVED

Case summary

53 days ago - 15 Oct 2019
The player played with a bonus and managed to win A$1200. When she made a withdrawal request, she was informed that she broke the Bonus T&Cs and the winnings would be voided. However, the player is convinced she hasn’t broken any rules. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Written by Peter
Casino Guru admin
Public
Debra

I won 1200 l had cleared the bonus l made withdrawal they have forfeited the 1200 stating that l played two games (pokies) Book of spells and Boomshakala which automatically disqualifys me from my winnings. I have gone through all there terms and conditions and there is nothing stating you can not play with a bonus.  They are refusing to give me my winnings. 

Public
Peter

Dear Debra,

Thank you for contacting Casino Guru and letting us help you with your issue. Let me ask you a question to fully understand the problem. What bonus exactly did you play with? I would like to look at the Bonus T&Cs myself. It is common for the casinos to limit the bonus play. Did the casino specify how you broke the rules? 

 

Best regards,

Peter

Public
Debra

Hi they told me I had won the majority of winnings on Boomshakala and book of spells however l didn't l won the majority of money on Book of Sun multichance. The bonus was offered to me via phone and sms  100% bonus with 50 free spins on wolf. I deposited $50. My biggest gripe is you had to play off the bonus which l did the two mentioned games did not count towards the bonus. In there terms and conditions it states the two games do not count towards bonus however it does not say that they are prohibited whilst you have a bonus. I was on the understanding that you could play theses games but it would not count towards bonus which was fine, they are making out that you are not allowed to play these games at all. 

Public
Peter

Hi Debra,

Thank you for the update. I contacted the casino and now I am waiting for a response. You will receive a notification as soon as the casino replies. 

 

Best regards,

Peter

Public
Peter

We would like to ask the Wager Beat 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’.

Public
Peter

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.