Wanted Win Casino - Player's withdrawal is restricted.

Guten Morgen

Ich habe gestern Abend 20 No Deposit freispiele bekommen.

Daraus habe ich einen Gewinn von ungefähr 9 Euro erzielt und erfolgreich umgesetzt.

Danach habe ich mit dem umgesetzten Echtgeld weitergespielt und bin auf einen Gewinn von 4000 Euro gekommen, den ich zur Auszahlung gebracht habe

Dieser wurde storniert und mir in der Email mitgeteilt das ich nur 100 Euro auszahlen kann.

Dear Biene123,

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

Could you please send me a screenshot or a link to the free spin bonus you activated and played with? If you received a promotional offer with this bonus, please forward it to me at veronika.f@casino.guru.

Have you received any notification when you finished wagering your bonus? Has the 9 € been transferred to your real-money balance?

Have you made any deposits into your casino account after you finished wagering your free spins?

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

Guten Tag 

Ich habe keine Mitteilung erhalten dass ich die 9 Euro fertig umgesetzt habe. 

Ich hab in meinem Account nachgeschaut und gesehen das keine Bonussperre mehr vorhanden war und dann weitergespielt. 

Danach habe ich keine Einzahlung getätigt. 

Guten Tag

Ich möchte fragen ob es schon ein Update gibt?

Thank you for your emails.

Could you please request the casino to provide your gaming history from 9 January, when you received the free spins, up to the moment you requested the withdrawal of your winnings? The gaming history should be in Excel format. Once you receive the file, kindly forward it to me at veronika.f@casino.guru.

Thank you for your cooperation, and I look forward to hearing from you.

Guten Tag

Ich hab soeben per Email den Verlauf angefordert

Thank you for your emails.

Could you please specify which game you received the 20 free spins for? Was it for "Elvis Frog in Vegas" on 9 January?

Ja,Elvis Frog Vegas

Ja,Elvis Frog in Vegas

Am 9.Januar

Is the gaming history you sent me complete and accurate? I can see only seven lines with the description "Elvis Frog in Vegas 20 Spins" and your ending balance on 10 January is 0,30€.

Ich hab jetzt wieder den Verkauf angefragt ab dem Zeitpunkt der 20 freispiele. Ich weiß nicht ob es der ganze Verlauf ist. Es ist das was Wantet Casino mir geschickt hat.

Am 10.1 storniert man mir die Auszahlung von 4000 ,-Euro und ließ ein Restbetrag von 100 ,-Euro auf meinem Konto, den ich auch am 10.1 zu Auszahlung brachte und ausgezahlt wurde .

Thank you very much, Biene123, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Hat das Casino schon reagiert?

Dear Biene123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wanted Win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wanted Win Casino,

Could you please provide detailed information regarding this case and clarify the reasons for the restriction on the player’s withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru representatives,

We regret that the situation led to confusion and fully understand the frustration this may have caused.

Allow us to clarify: the player received the bonus through our bonus shop, which was obtained by exchanging points. The bonus was subsequently played and successfully wagered.

However, please note that in accordance with our Bonus Terms and Conditions, all deposit bonuses are subject to a maximum cashout limit, which is the bonus amount multiplied by 10.

Additionally, the maximum winnings resulting from any free spins bonus are capped at 100 EUR. Until the relevant withdrawal is processed, the funds on the balance will remain subject to the maximum winnings rule.

As a result, the winnings of 3900 EUR were deducted due to exceeding the maximum allowable withdrawal from the bonus, and only 100 EUR in winnings have been successfully withdrawn from the player’s balance.

We would like to emphasize that we have not violated any rules and have acted in full compliance with our Bonus Terms. As a licensed and fair casino, we always strive to ensure that all processes are transparent and in line with our established policies.

Should you have any additional questions, or concerns, or require further clarification on any matter, please do not hesitate to reach out to us.

Kind Regards,

WantedWin Casino Team

Diesem Stimme ich nicht zu!

Die 20 Freispiele habe ich mit einer Email erhalten. Ein Screenshot der 20 Freispiele habe ich Casinoguru zukommen gelassen. Nachdem ich mein Bonusguthaben ordnungsgemäß umgesetzt habe, habe ich mit dem Echtgeld weitergespielt.

Ich hatte 20 freispiele und damit den Gewinn nicht aus den Freispielen von Elvis Frog gewonnen....sondern aus den 20 Freispielen oben aus dem Screenshot.

Dear Wanted Win Casino,

Thank you for the clarification. However, there is one more point I’d like to clarify. According to the player's game history, she redeemed and played 20 free spins in Elvis Frog in Vegas. However, the email the player provided indicates that the bonus was intended for Coin Win: Hold the Spin.

Could you please explain this discrepancy?

Looking forward to your response.

Dear Casino Guru representatives,

Thank you very much for your prompt response. We sincerely apologize for any misunderstanding that may have arisen in our previous communication.

We appreciate your patience as we work to clarify the situation and ensure that all concerns are addressed appropriately.

In this situation, the player used the bonus in Coin Win: Hold The Spin. Those 20 free spins had some wins that were successfully wagered.

We regret to inform you that the maximum withdrawal rule for bonus funds remains in effect. Please allow us to remind you that the maximum winnings from any free spins bonus are capped at 100 EUR. Additionally, even if the winnings convert to real money after the bonus has been wagered, the funds in the balance will continue to be subject to the maximum winnings rule until the relevant withdrawal of 100 EUR is processed. Thank you for your understanding.

We would like to kindly emphasize that we have adhered to all rules and have acted in full compliance with our Bonus Terms.

If you have further questions or require clarification on any issue, please do not hesitate to reach out to us at any time.

Kind Regards,

WantedWin Casino Team

Dear Wanted Win Casino,

Thank you for the details. However, I’m still having trouble fully understanding the situation. As previously mentioned by my colleague Veronika, the bet history provided by the casino and forwarded by the player only shows 7 records of free spins played on the stated date, specifically on Elvis Frog in Vegas. There are no records indicating that the Coin Win: Hold the Spin bonus was played.

Could you please provide the game history where the bonus play is visible? Kindly send the relevant file to my email at jakub.m@casino.guru.

Thank you.

Dear Casino Guru Team,

Thank you for your inquiry.

We would like to take this opportunity to clarify that any bets made using bonus free spins prior to reaching the wagering stage will not be displayed in the betting history.

For instance, if a player is granted 20 free spins, these individual bets will not be saved in the history. It is only once the player begins wagering the winnings from these free spins that the associated bets will be reflected in the betting history.

Furthermore, we regret to inform you that, due to privacy regulations, we are unable to disclose any personal information about players without their explicit permission. The requested game history has already been made available to the player, and should she choose to share this information, it would be entirely at her discretion.

Additionally, we would like to kindly remind you that this bonus was a no-deposit bonus, meaning no special deposits were required to receive it. As such, please note that the maximum amount eligible for payout from any winnings derived from the free spins bonus is capped at 100 EUR. Any winnings exceeding this amount will unfortunately be forfeited upon withdrawal. We would also like to bring to your attention that, until the relevant balance withdrawal is processed, any funds in the balance will be subject to the maximum winnings rule.

We would like to emphasize that, as a fully licensed and regulated casino, we diligently adhere to all applicable laws and regulations governing our operations. In this regard, we wish to clarify that the deduction in question was carried out in accordance with the established terms and conditions.

Thank you for your understanding. Please don’t hesitate to reach out if you have any further questions or need additional clarification.

Kind Regards,

WantedWin Casino Team

Dear Wanted Win Casino,

Thank you for the clarification. Could you please confirm that the player made a profit of €9 from the 20 free spins in question? If I understand correctly, those winnings had to be wagered 30 times (€270 in total). What happened when the player reached this amount? Was there any notification indicating that the wagering requirement had been cleared?

Additionally, the player claims that there was no longer a visible bonus lock in their account. Could you address this claim as well?

Thank you for your cooperation.

Dies ist richtig!Es war keine Bonussperre mehr vorhanden. Die 4000 Euro standen zur Auszahlung verfügbar. Auch darf das Casino alle erforderlichen Daten an Casino Guru weitergeben. Ich hab damit keinerlei Probleme.

In anderen Casino's hatte ich in solchen Fällen nie Probleme. Wenn ich dort einen Freispiel Gewinn mit maximaler auszahlung von 50 Euro ,

nach dem Umsetzen weitergespielt habe konnte ich problemlos auszahlen. Dort waren es dann auch gewinne über 2000 Euro.

Liebe Grüße und danke für Ihre Mühe!

Ich bekam keine Nachricht das ich den Wettanforderung erfüllt habe. Ich hab auf der Auszahlungsseite gesehen das keine Bonussperre mehr vorhanden war

Dear Casino Guru Representative,

Thank you for reaching out with your questions.

We want to clarify that the total winnings from the bonus in question were 31.80 EUR. According to the bonus terms, these funds were subject to a 30x wagering requirement, which the player successfully completed.

To track their progress, the player can check the "Promo" tab in their profile. This section clearly shows whether the wagering requirements have been met, helping them stay informed about their bonus status.

Once the wagering is fully completed, the player will be eligible to withdraw funds. However, we kindly remind you that the maximum cashout limit from bonus funds still applies. This means that any amount exceeding the allowed limit (100 EUR) will be removed during the withdrawal process, as the winnings were generated from bonus funds.

Simply put:

• If the player has not completed the wagering requirement, they cannot request a withdrawal.
• If the wagering is completed, they can request a withdrawal but only up to the maximum cashout limit set by our rules.

Additionally, the "Locked by bonus" section appears only when there is an active bonus that is still being wagered. This section helps indicate which funds are not yet eligible for withdrawal.

We hope this explanation makes everything clear! If you have any other questions or need further assistance, feel free to reach out. We’re happy to help.

Best regards,

WantedWin Casino Team

Dear Biene123,

Based on the available information, I must conclude that the casino had the right to void the excessive portion of the bonus funds. Your total winnings from the 100 free spins amounted to €31.80, which was subject to a 30x wagering requirement, as stated in the bonus terms. You successfully completed this requirement.

Unfortunately, many online casinos enforce bonus caps only when a withdrawal request is made, rather than immediately after the wagering requirements are fulfilled. While we find this practice less transparent and strive to address it to prevent confusion, it remains a common approach, and we do understand the rationale behind it to some extent.

In your case, your funds were never transferred to your real balance due to the casino’s policy, which states that funds obtained from no-deposit bonuses must be withdrawn in order to remove the max win limitation. Since the transfer to real funds was never triggered, you were effectively playing with bonus funds the entire time.

I understand that this situation may be frustrating, and I appreciate your patience in this matter. If you have any further questions, please feel free to reach out.

Given this, I regret to inform you that I must reject your complaint as unjustified, as the casino acted in accordance with its Terms & Conditions.

For future reference, I strongly recommend reading the casino’s Terms & Conditions, particularly the sections related to bonus play.

Thank you for your understanding, and I apologize that I couldn't provide a more favorable resolution. If you have any further issues with this or any other casino, feel free to reach out to our Complaint Resolution Center. We are always here to assist you!

Dear Wanted Win Casino,

Thank you for providing the necessary details to conclude this investigation. It has been confirmed that the removal of the excessive bonus funds was justified.

However, I would like to emphasize that the current withdrawal-based approach for removing bonus max win limitations is quite opaque and may lead to misunderstandings among players in the future.

To improve the user experience and reduce the number of complaints, I would recommend revising the process of transferring bonus funds into the real balance immediately after the wagering requirements are met. This would eliminate the need for two unnecessary transactions (a withdrawal and a new deposit). I understand there may be a reason for your current setup, but it falls at the boundary of what we consider unclear but still somewhat acceptable, versus what could be seen as unfair.

Thank you for your cooperation and consideration.

Best Regards,

Kubo