WildTornado Casino - Player’s winnings were confiscated.

Hello,

On Monday, September 8 I played through bonus free spins that originated from a voicemail on my phone that was left by Wild Tornado -

"Hello [Me] , my name is [casino staff member] and I’m calling you from Wild Tornado online casino. This call is to mention that you have a special gift from us which is 50 free spins you can activate it in your account."

I will add here that - at no point was a maximum win amount mentioned nor provided for me to read. So I just started playing like regular as I was confident that the rules found in the Bonus Terms (see screenshot) would be the ones in effect as there was nothing that was otherwise specified.

Next, I completed the 35x wager requirement with a balance of $482 which was then to my surprise adjusted and lowered down to $100. There is no mention of such a limit that I could find anywhere.

I’ve spoken with two individual casino support agents on live chat and after a prolonged back and forth I was essentially left with "we are sorry for any confusion"

- (I was/am only confused after this win limit got sprung up out of nowhere..)

I was not able to successfully convince them to pay out what I think are completely legitimate winnings. Taking all of the facts into account, I think that the bottom line is the conditions set out in the Bonus Terms should be respected here because it is stated that "unless otherwise specified" they will be. And because nothing was specified here, a new, unstated limit is unfair and a breach of trust. With all of that being said, I am requesting aid in retrieving the remaining amount of $382 - having taken account for the $100 that they say is the max win, because that has already been processed to me.

Dear garywinters89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WildTornado Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any rules when applying the maximum win limit?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, thank you for being the one to handle my complaint I appreciate it.

• Did the casino cite any rules when applying the maximum win limit?

No rules or anything of the sort were given to me at any time. During my chat with a support agent they just basically said sorry but I can’t change it.

Unfortunately I didn’t request the transcripts be sent to my email and I don’t think that I have an option to view them now. Maybe I could request them but I’ll put a hold on that unless I’m instructed by you.

My communication with the casino was contained within 3, or maybe 4 live chat sessions. Despite some "fighting" and attempted reasoning from me on receiving my full winnings amount, the conversations remained civil and respectful at all times. I really want them to see that I’m deserving of getting the whole amount that I won but being rude etc isn’t my style…

I am happy to provide you with any more information that I am able to, thanks again and I’ll be awaiting your reply. I’m monitoring my emails and this thread closely.

Thank you very much, garywinters89, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi garywinters89,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite WildTornado Casino to the conversation to participate in the resolution of this complaint.

Hello garywinters89,

You were provided with a no-deposit free spins bonus.

Since the bonus had already expired by the time you attempted to use it, our support team manually reissued it for you. However, there was a mix-up with the currency conversion, and the maximum win for this bonus was incorrectly set to 100 CAD instead of 50 CAD. To avoid any inconvenience, we’ve decided to honour the 100 CAD maximum winning limitation, given the confusion around the currency conversion.

Please note, according to our Bonus Terms, the maximum winnings from such bonuses are clearly outlined. As per clause 5.8: "Maximum winnings/withdrawal from No Deposit Free Spins are limited to 50 EUR / 50 USD / 500 NOK / 50 AUD / 50 CAD / 50 NZD / 1000 ZAR / 250 BRL / 8030 JPY / 50 CHF / 0.001 BTC / 0.016 ETH / 0.64 LTC / 0.125 BCH / 293 DOG / 50 USDT / 84 XRP / 0.14 BNB / 70 ADA / 395 TRX. Any winnings exceeding this amount will be forfeited."

Best regards,

Wild Tornado Casino Team

Hi and thank you for your reply..

I was under the impression that these were treated more as a sort of "loyalty spins" than say a no deposit sign up offer.. like in my very last conversation on live chat the female agent told me that these typically have the $1000 cash out too..? I did not send myself the transcript for that but I swear to you that if you read through the conversation you will see that point was clearly stated… I really am confused but I am always going to be honest here.. I would not lie about that.

Dear WildTornado Casino team,

Could you please provide us with the transcript of the conversation? You can send it to my email address (peter.m@casino.guru).

Hello!

Considering that we are dealing with confidential information, we kindly ask garywinters89 to provide their consent for its disclosure in this discussion.

Dear garywinters89,

Please confirm your consent to allow your chat history regarding this bonus to be shared with the forum team.

You can do so by simply replying here.

Thank you in advance for your understanding.

Kind regards,

Wild Tornado Casino Team

I consent thanks for asking

Good day.

Thank you for quick response.

Chat transcripts were sent to the email address peter.m@casino.guru

Kind regards,

Wild Tornado Casino Team

…at the end of the day if you guys say no then that’s that for me.. I don’t know how you typically handle complaints but I can see we are not on the same page here 🙁

.. I see it as a good opportunity to make any necessary adjustments to ensure terms are laid out clearly for every bonus moving forward.. to save you and anybody else from occurring such issues in the future

Hi all,

Thank you for your replies.

Dear garywinters89,

I reviewed the chat transcript and here's what I've found: The bonus offered to you expired and after contacting the support, it was granted to you once again. If I understand correctly the max win cap of $100 from the bonus was applied right after the wagering was finished. You discussed the situation with the support on multiple occasions but nobody confirmed that the max win from this particular bonus was $1000. Even though I completely understand your confusion since the bonus terms aren't clearly written (what is the difference between "the maximum winning from free spins available for withdrawal" and "the maximum winnings that will be paid out resulting from No Deposit Free Spins"???), eventually the winnings were capped in accordance with the specific bonus terms. Have you received the bonus terms in any form?

Was I the one meant to be tagged to reply here?

PS

"(what is the difference between "the maximum winning from free spins available for withdrawal" and"the maximum winnings that will be paid out resulting from No Deposit Free Spins"???)"

i also wondering that.. and inside the one chat the lady definitely said (paraphrasing here) bonuses like these typically have the max cash out of $1000

and I’m sorry i am not sure I understand your question? I’ve read the bonus terms over many times but that’s all 🙂

Hi  garywinters89,

What I wanted to ask you was if you received the specific bonus terms for this bonus in any form by mail or SMS or if you could look at them in your account.

Oh, no I did not and that is where I get my stance from. No information like terms, extra information anything like that was given to me at any time, period.

Hi garywinters89,

We discussed this issue internally and here's our position: Given that the casino granted you the bonus despite its expiration and automatically applied the maximum cashout after the bonus was wagered, we believe their actions align with fair gambling practices. We agree with you that the bonus conditions could have been more transparent and we recommend the casino to clarify them in the future to prevent similar situations. I'm afraid we have no other option but to reject your complaint.