WG Casino - Player’s winnings disappeared.

Hi. I was playing in your online slots & had a bonus balance of €600. I spoke to someone via the live chat about the wagering requirements & I was told that once the wagering requirements had been met, the bonus balance would be changed to real balance that I could withdraw.

I completed the wagering requirements & the bonus balance disappeared. It now shows that my withdrawal balance is €5. Where has the €600 gone to??

Dear MarkSCO1971,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify which bonus you have played with? Please, post here a link here, I would like to check the bonus T&Cs.

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

Thank you very much in advance.

Best regards,

Kristina

it was this bonus I was using.

MarkSCO1971, I found the offer you claimed, checked the T&Cs and this is what I found:

The bonus you claimed had a maximum cashout of €5. This means that no matter how much you win, you will only be able to withdraw this amount. Most No Deposit bonuses have a maximum withdrawal limit and casinos have the full right to set this type of limit. Unfortunately, there is nothing we can do to support this case. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Please, let me know if there is anything else I could do for you, otherwise, I will be forced to reject this case. Thank you very much for understanding.

Hi. The main problem I have is the €75 that I deposited under false pretences.

The person I spoke to in live chat (Alex) told me that when the wagering requirement was met, whatever was in the bonus balance would change to real funds. At no time did he ever mention the real funds would only be €5. He confirmed that my current wagering requirement was €72, so I asked him 2 or 3 times that if I deposited & wagered €75 I would be able to withdraw the €570+ that was in the bonus balance at that time & he told me that whatever was in the bonus balance would become real balance.

If he had made it clear that all I would get would be €5 I would never have deposited the €75. The only reason I did deposit it was to reach the wagering requirements quicker & not eat into the bonus balance I had accumulated.

I think the least they could do is refund the €75 that I deposited & I would then just put it down to a bad experience & that would be the end of it.

I am sorry MarkSCO1971, but you claimed the bonus presented on the affiliate website, not the casino's website, and it is your responsibility to check all the T&Cs. As I explained previously, the vast majority of No Deposit bonuses have a withdrawal limit. I truly hope you understand we cannot punish the casino for it, not to mention that the bonus wasn't even offered by the casino itself.

Unfortunately, after gathering all the necessary information we are rejecting 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 and we will try our best to help.