The player from Germany is dissatisfied with a deduction of his bonus winnings. After a closer examination, we ended up rejecting this complaint as unjustified.
WestCasino - Player’s unhappy with the promotional rules.
Amount: €59
WestCasino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I made the first deposit and took 225 free spins with no wagering requirement. Well then I was a little lucky. Now about the payout, I received an email from West Casino and it said
Please note that the system will automatically withhold the value of € 59 from your payout. This is a standard procedure for the initial cash bonus which is deducted when the withdrawal is initiated.
This corresponds to our bonus conditions, "7. Bonus funds from the Welcome Package (i.e. bonuses for first, second and third deposit) will be deducted upon withdrawal request.
I don't think that's okay and I think that's a scam. Basically you pay in without taking advantage of a welcome bonus, then money is withdrawn from you. This casino should not receive an EU license
Automatic translation:
Public
Public
3 years ago
Dear Timandre47,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://westcasino.com/de/terms-and-conditions:
"Bonus money from the welcome package (ie bonuses for the first, second and third deposit) will be deducted upon a withdrawal request."
Do I understand correctly that the awarded bonus has been €59? If yes, the deduction was correct.
It is not unusual for a casino to have this rule.
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.
Best regards,
Petronela
Public
Public
3 years ago
Thank you very much for your understanding, Timandre47.
We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
