A player from North Rhine-Westphalia, despite having already verified their account, cannot access it anymore due to an allegation of term violation by Westpoint Casino. The withheld withdrawal is 700€ and the player claims to have won this without an active bonus. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
Westpoint Casino - Player's winnings are confiscated, account closed.
Amount: €700
Westpoint Casino
Safety Index:Below averageSafety Index
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5.5
Westpoint Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I am having an issue with Westpoint Casino. I have fully completed the verification process there and have also made several deposits and withdrawals already. Several of the deposits also included a bonus. So far, I've received all requested withdrawals quickly and without difficulties. Last on 05.07.2023, I was playing at this casino without an active bonus and won a slightly higher amount. Following this, I made a withdrawal of 700€, and five days later, I received an email from the casino stating that my gameplay had been reviewed and I was alleged to have breached the general terms and conditions and the bonus conditions, despite not having an active bonus in play.
My withdrawal was withheld, and my account was locked. I can no longer log into my account.
I need your help as I feel I have been treated unfairly. I played without a bonus yet it has been claimed that I violated the bonus conditions.
Thank you in advance.
Best Regards,
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1 year ago
Hello seanjohn9999,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Westpoint Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you claimed a bonus When was the last time you spoke to the casino and what was it about? Did they give you any explanation of blocking your account?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
good morning Nick,
thank you for accepting my complaint.
My account at Westpointcasino has been fully verified since May 22, 2023 and since then I have already taken advantage of several bonus offers and unfortunately also lost them, but also paid out some successfully without a bonus.
I last used a bonus on June 25, 2023 with a deposit of €380.00, but unfortunately I lost it and the account was at €0.00. So after losing my money I had no open bonus.
Yes, I'm in contact with the casino, but I always get general statements that refer to their terms and conditions and bonus conditions, but what exactly I'm supposed to have done wrong is not explicitly explained. My account has been suspended for an alleged violation of the T&Cs and bonus terms.
Here is an excerpt from the last email from Westpointcasino:
Hi xxx,
We understand this is not the nicest news to receive. However, our Terms & Conditions (T&C) and Bonus Rules are very clear about this breach and leave no room for speculation. As you play at our casino, it is your responsibility to read our T&C. And by playing you accept these T&C and Bonus Rules.
For more information, please refer to the following link, specifically section 9: Bonus Abuse
Bonus rules (westpointcasino.com)
Thank you for your understanding.
mark
payment security
West Point Casino
If you need any further information, just let us know.
Many thanks for your help.
Best regards
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1 year ago
Hello seanjohn9999,
Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?
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1 year ago
Translation
Hi Nick,
Unfortunately not, because the casino has blocked my account and I can no longer log in there.
All I can say is that 25/06/2023 deposited €380 with a bonus. Unfortunately, I lost it completely. Then I deposited €30 on July 2nd, 2023 without a bonus and played in the casino there, I also lost this money. Then I deposited €80 without a bonus on July 3rd, 2023 and also played in the casino and a little later I paid out €70, which I received the next day. Then I deposited €50 without a bonus on July 5th, 2023 and finally got lucky that day and won a lot, so I paid out €700 and then this cancellation came from the casino.
I hope this information helps.
Best regards
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1 year ago
Thank you seanjohn9999 for all the information provided so far. As we will definitely need more details from the casino regarding your account closure, I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hi seanjohn9999,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Westpoint Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked and winnings confiscated?
Thank you.
Best regards,
Tomas
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1 year ago
Hi Tomas,
I'd be glad to help you out with this case. There isn't a whole lot to share because the player was already told why we had to hold onto his withdrawal. Additionally, I'm not happy to publicly share exactly how the breach occurred as don't want to assist other players attempting to manipulate our casino or other casinos, but I'm happy to share privately.
The player went against the bonus rules for breaching the following term:
- The use of Bonus funds with the sole purpose of progressing through Bonus stages. An example is when Bonus or cash funds are used to progress through the Bonus stages (i.e. collecting 9 out of 10 coins to reach that bonus feature) and then final stages (e.g. playing to collect the final coin out of 10 to reach the bonus feature) are completed with cash bets when bonus funds have been forfeited, lost or wagering met and converted to cash.
Feel free to reach out if you need more info.
Best regards
Westpoint Casino
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1 year ago
Dear Westpoint Casino,
If that is the case, can you please forward any relevant evidence to my email address? (tomas.k@casino.guru)
Let me know once you do so. Thank you.
Kind regards,
Tomas
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1 year ago
Dear seanjohn9999,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus T&Cs, as it was stated by the casino above.
The casino acted correctly and within its terms and conditions.
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.
Thank you very much, Westpoint Casino, for providing the information and for your cooperation.
Best regards,
Tomas
