WestCasino - Player’s bonus winnings have been voided.

for everyone, beware before you take a bonus at westcasino. I had won a lot with games, I played the entire bonus, and then had 1600 euros paid out, this casino does not work on weekends only on weekdays, received an email today that I will not be paid out my 1600 euros, because according to small letters in the bonus conditions I have set my bet higher than 4 euros, if I had known that I would not have done that, but the strangest thing is, you cannot play certain games if you have a bonus, but you can bet as much as you want there is the adder since I have bet higher than 4 euros in many games you are now punished, and you will not get paid, even if you have played the entire bonus, I get 50 euros refunded to my account outrageous have already deposited a lot of money at this casino

this was the mail today

Please be informed that the winnings on your account have been adjusted on initiation of Withdrawal, according to our Terms & Conditions:

GENERAL TERMS AND CONDITIONS FOR PLAYING WITH BONUSES:

2. Please note that the following games are not allowed to be played whilst having a Bonus:

All versions of Craps, Video Poker, Rummy and Keno, all Jackpot Games, and the following Slot games: Mega Joker, Dead or Alive, Dead or Alive 2, Dr. Jekyll & Mr. Hyde, Take the Bank, Scrooge, Solar Queen, Solar King, Solar Temple, Sea Hunter, Beautiful Bones, Le Kaffee Bar, Vampire: The Masquerade - Las Vegas, Big Bang, Eggomatic, Lucky Angler, Wild Turkey, Koi Princess, Champion of the Track, Robin Hood, Simsalabim, Cosmic Fortune, The Wish Master, Pandamania, Wild Water, Tower Quest, Wizard of Gems, Eye of the kraken,Golden ticket, Energoonz, Pimped, Gemix, Pearls of india, Gunslinger, Royal Masquerade, Rage to Riches, Fire Joker and Mystery Joker.

3. When the bonus is active, your bet can’t exceed 20% of the amount of the initial Bonus.

During the review of your gameplay our audit team has noticed that you have received a bonus of 20 EUR for a deposit

According to the rule above the maximum bet allowed would have been 4 EUR.

Our audit team has discovered that you have breached the Terms and Conditions above as follows :

-placed 284 bets on the restricted game Dead or Alive, one bet on Dead or Alive 2;

-placed two bets of 100 EUR and 200 EUR respectively on Nitropolis 3;

- placed bets of 180, 240 and 300 EUR on The Hand of Midas;

- placed bets of 6,7 and 8 EUR in The Chaos Crew;

-placed bets of 4.5 EUR, 7.2 EUR, 9 EUR on Real Steel;

- placed 56 bets of 5 EUR on Twin Spin;

- placed 75 bets of 5 EUR on Blood Suckers;

-placed 71 bets of 5 EUR on Lost Relics;

-placed 13 bets of 5 EUR on Rise of Merlin;

-placed 25 bets of 5 EUR on Queen's Day Tilt;

-placed 36 bets of 5 EUR on The Sword and the Grail;

- played the restricted game Pimped (135 bets of 4 EUR and 6 EUR);

- placed 3 bets of 5 EUR on House of Doom;

-placed 36 bets of 6 EUR on House of Doom 2: The Crypt.

Your last deposit of 50 EUR has been left in your balance.

Thank you for your understanding.

Dear boycap2,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„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)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

However, please do not hesitate to forward your game and bonus histories to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

guru give me the idea that you work for west casino

the bonus conditions are very unclear. at any other casino if you start a game that you cannot play with bonus money, you will get a message there on your screen, this is also then don't open, at westcasino the game just opens, and you can play it, you're already going wrong there. none of the players grab a pen and paper and first write down all the games where he is not allowed to play according to the bonus conditions .

then the bet story is also such a strange story. at other casinos you also get a message that your bet is too high to play with bonus money, at westcasino you can bet unlimited, which should not be allowed no matter how you put it here become players if you have finally played your bonus after hours of playing, because that must be thousands of euros, even if you only get 20% bonus on your deposited amount, you will pay the remaining amount, you will be happy for nothing because after 5 waiting days you finally get an answer from west casino that you have not adhered to the conditions, those conditions are impossible for every player this is now the second time west casino plays money from me, that's why it is unreliable casino you can deposit deposit if you want to pay out, then they come up with the stupidest things not to let you pay,a payout does not have to take a week at a casino makes no sense at all, I don't play a single euro at west casino anymore, I hope they lose license this deforming casino should not have an online casino, is cheating people they are good at that

I understand your frustration and agree that it would be ideal to have the maximum bet ruled enforced by software. However, it is not standard practice yet.

I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear boycap2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.