The player from Germany had his cashback winnings capped at €5,000. We ended up rejecting the complaint because it was not justified.
WestCasino - Player’s winnings from a bonus have been cancelled.
Amount: €5,000
WestCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
WestCasino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello I received a cashback from my last deposit of 460 euros yesterday, then I was very lucky to win 230 thousand euros
And this morning they deleted my entire amount on the grounds that I can only make up to 5000 euros in profit with the cashback but I received this mail this morning after my account balance was 230 thousand euros and suddenly they had deleted my account balance
Automatic translation:
Public
Public
4 years ago
Dear Abdurrahman,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here)?
I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
4 years ago
Thank you very much Snow for your reply and email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
4 years ago
Hi Sahin,
I looked at your case and the email from the casino. Somehow the email doesn't make much sense. When it comes to bonuses, there usually is a maximum win cap. Do you have a picture of the offer including the terms? Have you managed to withdraw at least the €5000?
Public
Public
4 years ago
Translation
I only received this mail that I supposedly approved an agreement with the account manager?
Yes, I had the 5000 euros I gambled away
Edited
Automatic translation:
Public
Public
4 years ago
Translation
And why could I continue playing with the 5000 euros that I still had in my account afterwards where it was actually not allowed
Because before the entire credit was deleted, the game was blocked
Edited
Automatic translation:
Public
Public
4 years ago
Hi Sahin,
I'm not sure if you know how it works. If there is a maximum win cap of €5000, you can continue playing and winning, but the maximum you can withdraw from the bonus is €5000. It doesn't matter if you win €200000 or more with the bonus money. You have to cash out the €5000 first in order to continue playing with real cash. If you played the winnings away, I'm afraid, there is not much I can do for you.
Public
Public
4 years ago
Translation
Yes, but only after the big win was something told me that I would also be happy if he provided me with 5000 or ten thousand to continue playing
Edited
Automatic translation:
