Wild Fortune Casino - Player’s winnings have been capped.

Issue happened on the 18/01/2022 5pm-7pm

Hi, I recieved an offer by whats app by "Justin" the casino account mannager, he offfered me 100 spins for 20 euro deposit, i deposited

and used his offer and won 10 euro in the 100 free spins, I mannaged to run it up to 370 when wagering was completed.

At the moment my ballance was deducted 300 euros, I promptly contacted chat and I was told that it was a sticky bonus and to consult section 6 of their terms and conditions, their T&cs state "The maximum withdrawal limit for no-deposit free spins is €50, $50, AU$75, C$75, NZ$75, 500 kr, 250 zł, R$300, 6,000JPY".

As far as I can see this is this does not apply to me as I "deposited" to get this offer and I see no other terms which tie me to a stickey bonus.

Further more I was given no information that this Bonus was "stickey"and chat was less than clear when I pointed this out.

Any help in this regard is greatly appreciated.

Regareds Mark OToole.

Dear markotoole,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and send me all the relevant communication between you and the casino together with your bonus and cashier/deposit history, so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much markotoole for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello markotoole,

I have reviewed your case and understand the situation.

As you have had to make a deposit to be able to obtain this bonus, we feel that the terms relating to a "no deposit" bonus should not apply here. Therefore, we believe that you should be paid the winnings in full.

I would like to invite Wild Fortune Casino to join this conversation and participate in the resolution of this complaint.

Hello everyone! 

Thank you, Adam! 

Julia from Wild Fortune here :)

Dear markotoole, thank you for providing us with the information. 

First of all, please take my sincerest apologies for the unpleasant experience! 

We investigated this case and I have to inform you that the bonus that was offered to you is not a deposit bonus (deposit bonus is being added automatically on a deposit or when using a bonus code with a deposit). But a courtesy bonus which is being credited by casino agents manually for a deposit activity. 

This means the Terms and Conditions that have been already mentioned apply to this bonus: 50 euros is the maximum win for a no-deposit free spins bonus. 

Since the money you won is still a win from a no-deposit bonus, the amount was cut to 50 euros of real money and remained on your balance.

Please let us know if you have any further questions and I'll be happy to assist you. 

Have a wonderful day! 

Hello Julia,

Thank you very much for your response.

It seems understandable that a bonus requiring a deposit (added manually or otherwise) would not be considered the same as a bonus that does not require a deposit.

Could I ask you, how is the player to know that said bonus (received for deposit activity) will be subject to the same rules as a bonus received without the need for deposit activity?

Hi Adam and Julia.

I will answer that question for you Adam, the player can not know.

further more, I would like to ask another question, where is the actual logic in your explanation Julia?

There is a clear distinction in the industry between a "non deposit bonus" and a "deposit bonus" you own T&Cs state this, what function YOU use to add the bonus has no bearing on this definition and I am sure the regulatory body will see it the same way.

You cant have 2 different definition for the same term, and you can add on terms to suit yourself, the fact your explanation is not reflected in your own T&Cs leaves you with impossible job to defend your behavior and reputation.

looks like they are not interested in engaging, I am just going to approach the regulator with this issue, also I have asked them for the chat transcripts nearly a week ago which they still have not sent?.

Thanks for all your help Mark.

Hello markotoole,

I can understand your frustration but we should perhaps give the casino more time to respond.

If you do decide that you want to submit a complaint to the regulator, they can be contacted here: Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you do so and this complaint will be closed as unresolved until we hear the regulator's decision.

Thank you for your response Wild Fortune Casino.

Dear markotoole,

Please can you confirm if you have received your winnings as mentioned?

Dear markotoole,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.