Wild Vegas Casino - Player’s promotional winnings have been cancelled.

I did register on the website and got welcome bonus of $60. I managed to get wagering for that,but didn’t let me withdraw at all. And shortly after,my winnings where removed from my profile,BUT I took loads of screen shots😉

Dear Dzeina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and I found a PDF file:

https://chatwindow.info/terms/countries-group-1.pdf

According to this PDF file, player from Ireland can play in the casino, but not they’re allowed to cash-out from a „Free Welcome bonus".

However, I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses:

„We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken)."

Please, could you confirm that you have accumulated your winnings with a Free Welcome Bonus? We will contact the casino right after your confirmation. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela! I will add a screenshot of photo ,if its fine, where I found the information about this casino,and what kind of bonus I got offered by the wildvegas.com on my registration with them.

Thank you very much Dzeina for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dzeina.

It is unfortunate to say, but based on the screenshot, it looks like a mistake on our end. I need to check some details, and I will keep you informed.

I am very sorry, Dzeina. In your case, there was a mistake on our side. 

Let me explain: 24.4. we added this bonus to our website, but this bonus has some extra restricted countries (Ireland too) 27.4. we fixed this mistake. Probably you took the bonus between these dates.

That might be a reason why casino cancelled your winnings.

Another reason might be because this bonus is sticky (so the initial amount of bonus - in this case, $60 is deducted from the winning before a withdrawal + rule that you can withdraw maximum but also minimum $100. So you need to have at least $160 after you finish the wagering.

I am deeply sorry for our mistake, we are working very hard for keeping our big database updated, and it is not an easy task. 

Could you please tell me if $73.6 was your winnings before a $60 deduction or after.

Thanks, Matej

$73.60 was after I done wagering

Dzeina, I am very sorry for misleading information about the bonus (Ireland allowed), but in your case, you wouldn't be able to withdraw the money from this bonus anyway. The point here is that because this bonus is sticky, the initial amount of bonus will be deducted before the withdrawal (73.6 - 60 = 13.6) and this amount is not withdrawable. You should have on your account at least $160 (160-60 = 100) minimum/maximum withdrawable amount of money from free bonus.

One more time we are very sorry for our mistake but because you wouldn't be able to withdraw $13.6 we can't help you anyhow. Casino voided your winning because of the restricted country. If your country would be allowed, then the result would be the same, because of insufficient balance on your account after the wagering.

Dear Dzeina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Because Dzeina didn't respond in the given time frame we are forced to reject this case. One more time, we are sorry for our mistake on our website.