WestCasino - Player facing withdrawal issues.

Dear Beatrix1978,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I want to inform you that all written messages are automatically translated through Google Translate, so you don't need to do it manually, just write your message in your language and post it. Now, please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino accused you of breaching the bonus T&C?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

I sent all the photos to your email yesterday Kristina!

Hi! Please just write that you received my emails?

Then they received the photos and emails!

Hi!I don't even get bonus offers from them anymore!I used to get something every day!

Thank you for your reply, Beatrix1978. I see that the casino accused you of breaching the maximum allowed bet. I checked the T&Cs and I found this:

17. The maximum bet allowed when playing with any type of bonus still active in your account has to be less than 20% of the value of the bonus credited and must not exceed 10 EUR, 10 USD, 10 CAD,100 NOK (as applicable) per single bet (For example: placing a bet of 10 EUR after claiming an initial bonus of 100 EUR is allowed). 

Our position is closely explained in Fair Gambling Codex:

The max bet 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Then they calculated correctly that they gave me €36,000 or €7,005? Is that correct? Did you look after it?

Hello Beatrix1978 & Kristina,

Greetings from WestCasino!

I have checked the case and would like to share the complete information below:

On 25/04/2024 03:06:07 (GMT Time) the player made an EUR 50 deposit, on top of an existing cash balance of EUR 7,002.50, claiming a deposit bonus of "100 Free Spins - DOUBLE BET - Sweet Alchemy 2" which came with wagering requirement of x35.

On 25/04/2024 03:08:32 (GMT Time) the player made another EUR 50 deposit, on top of an existing cash balance of EUR 7,052.50, claiming a deposit bonus of "🥕 40 No Wagering 2X Value Spins On Hugo's Adventure".

Note that between these two deposits the player didn't place any bets.

We would like to point out here that our terms and conditions strictly forbid bonus stacking, as per the following articles:

GENERAL BONUS TERMS AND CONDITIONS - ADDITIONAL BONUS RULES

6. It is forbidden to:

6.4. Stack bonuses by claiming multiple bonuses before the original bonus Wagering Requirements have been met.

After the player used both the deposit bonuses claimed above, the player started betting with the combined balance from the bonuses claimed and the balance available prior to making the two deposits made above. The player breached the maximum bet allowed (player's bet should have been less than EUR 3.024) from the first bet placed, which was a bet of EUR 119.20 placed on the game Dig Dig Digger on 25/04/2024 03:27:03.

The maximum bet allowed while wagering a bonus is stipulated in the following article in the casino's terms and conditions:

GENERAL BONUS TERMS AND CONDITIONS - PLAYING WITH BONUSES

17. The maximum bet allowed when playing with any type of bonus still active in your account has to be less than 20% of the value of the bonus credited and must not exceed 10 EUR, 10 USD, 10 CAD,100 NOK (as applicable) per single bet (For example: placing a bet of 10 EUR after claiming an initial bonus of 100 EUR is allowed). 

The player breached this article with several bets over the amount allowed.

On 26/04/2024 08:57:44 (GMT Time) the player claimed a free (no deposit) bonus on top of the existing cash balance of EUR 20. 

We would like to point out here that free bonuses have a maximum cash out limit of EUR 100:

GENERAL BONUS TERMS AND CONDITIONS - NO-DEPOSIT BONUSES

2. Unless otherwise stated, the maximum withdrawal from a free bonus is EUR 100, USD 100, CAD 100,NOK 1000 or the equivalent in any other currency.

For this bonus the player also breached the maximum bet allowed while wagering it.

The terms and conditions of the casino also stipulate the penalty a player will face if found in breach:

7. If we reasonably suspect that a player is engaging in promotional abuse, we reserve the right to take any or all of the following actions against such a person

* Void all funds in the player’s account

* Void any bonuses and pending bonuses

* Terminate the player’s account

* Revoke your eligibility to receive any bonuses and participate in any promotions

In line with the accepted terms and conditions the Finance team decided the following for this case:

- Returned the amount of EUR 7005.74, balance the player had before making the first maximum bet breach;

- Voided the remaining amount generated following the breaches;

- Revoked the player's eligibility to claim deposit bonuses and participate in any further promotions.

From the amount returned, the player withdrew a total of EUR 4000 (EUR 2000 withdrawal paid on 02/05/2024 17:31:20 and EUR 2000 withdrawal paid on 14/05/2024 14:05:08). The rest of the amount was used to place bets in the casino and lost.

Should the player have any further questions regarding this decision or wish to dispute the decision, we would like to remind the player that they have the following options:

- file a complaint directly with the casino, along with all the evidence that support the case;

- file a complaint with the casino's ADR - eCogra. The decisions taken by the ADR are binding both for the casino and for the player.

All the information stated above can be checked from the player's account.

All the best,

Eduard

Thank you! Tomorrow I will send a supplement with Bruno casino! It says €10,000! And they blocked my account!

Hello everyone,

Thank you both for your replies.

Beatrix1978,

Unfortunately, I am not sure how your message relates to this case. Please, let me know how you wish to proceed, but as I already mentioned, if you breached the maximum allowed bet, there is not much we can do.

Dear Beatrix1978,

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.

The west casino case is closed for me! It annoys me a little that the money was never shown on the bonus balance. It's only on my regular own money balance! So you can't follow it this way.. I think it's illegal! I always followed and looked at the bonus balance as well , but there was never an amount indicated there! If you want to help, then I think you could ask this. I looked 1 week ago and they completely changed their page for bonuses and own money! I think it's because of me..!

I managed to send the documents related to Bruno casino to Nick's email! Thank you!

I apologize, but we are not able to assist you further in this matter. If you disagree with our opinion, you can always contact the ADR, however, I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.