WildTornado Casino - Player’s winnings were reduced.

Hi!

I just won a total of 33.000 NOK on Wild Tornado Casino, and after back and forth with sending in correct documents for the KYC, they reduced my balance to 4000 NOK, because its max 10x winnings when using the bonus.

The thing is, the big win here 28.000 NOK, was won after wagering the bonus - I had about 3000 NOK on my account when the wagering was finished, so this doesnt make any sense.

Can anyone here help me out? What can I do?

Dear thomashallan87,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from the welcome bonus? I have checked the bonus policy, and this is what I found: 

11.Max cashout (match bonus): x10 times of deposit amount.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

Could you please advise if your winnings were capped after you finished wagering the bonus? Have you received any notification that your bonus wagering is over and your winnings have been capped?

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

After i finished the wager on the bonus, I had about 3-5.000 NOK in my balance. I continued to play after the bonus was wagered, and then I won 28.000 NOK on a slot - So the big win happened when there was no active bonus.

I had to manually go in and check if there was active bonuses at the end of the wager. No automatic message was sent when it was finished. I also had the active balance of 33.000 NOK from 22. June untill this morning (24.June), when I tried to make a withdrawal.

I tried to find the log on the website, but they only show the 50 latest spins in the record.

Last response from Wild Tornado - See attached photo.

If they are certain about their statement, they should be able to show the full log of the wager?

Im solid sure that the big win i had (2800x on Zeus slot, Hacksaw) happened after the wager was finished, and played with real money

Another response now - This really doesnt make any sense. I could have taken out the money after the winnings, and made a new deposit, and that would have been ok.

This site seems like utter scam

I asked to get the log from them now -

Could you please specify how was the balance shown in your profile when you finished wagering the bonus and after you accumulated your winnings of 33,000 NOK? If you have any screenshots, please send them here.

This is what the player's profile looks like.

Hi, Veronika!

I have these two screenshots - One of them of the big win i had (Time is shown in the top left corner), and a screenshot i took of the methods of withdrawal - As you see there, my balance was 33.679,9 Kr, and they were withdrawable (Time is shown in the top left corner). I continued to play after this, and reached 33.000, to round it up before making a withdrawal attempt. This corresponds with the gambling log ive been sent by Wild Tornado.

https://cdn.livechat-files.com/api/file/lc/att-old/12860211/8e5a7c40fa3de9b49a2b13cdcf1768e7/bets.csv

Thank you very much, thomashallan87, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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 in the near future.

Hi thomashallan87,

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.

Thank you, Peter 🙂

Dear thomashallan87, 

Upon making your first deposit of 400 NOK, you activated tour first welcome bonus, which offers a 100% match bonus on top of your deposit.

Please be aware that when placing a bet, your deposit funds are utilised first, followed by your bonus funds.

As a result, your real funds were used while wagering the bonus. 

Once the bonus wagering progress was completed, your balance stood at 3544.80 NOK.

Subsequently, you continued to play and achieved a significant win. However, the funds you were betting were derived from playing with the bonus.

According to our Bonus Terms, specifically paragraph 11 of the Welcome Bonus Policy: Max cashout (match bonus): x10 times of deposit amount.

Given that your deposit was 400 NOK, the maximum cashout from this bonus is 4000 NOK, which is 10 times the deposit amount. Consequently, the remainder of the balance was deducted.

We understand and empathise with your disappointment in this situation. However, our actions are governed by the company’s rules and regulations.

Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help.

Kind Regards, 

WildTornado Casino Team

Hello, Wild Tornado!

This answer is not sufficient, and you have obviously not read the whole case here.

The answer you are giving is not in terms with the statement in your own bonus terms.

First - The balance should be adjusted once Ive wagered the bonus. At this case, it didnt have to, cause my balance was 3544.80 NOK, and was under the 10x. At other casinos ive played at with the same terms, this happens automatically, and im able to play after with the cash ive wagered.

Second - I could have taken out the 3544,8 NOK and then redeposited them again, and that would have been fine? This dosnt hold up

Third - If i still play with the 4000 NOK I have in my balance now, you will just bring it down again to 4000 NOK if i win, with the statement you just mentioned above.

Fourth - Are you serious? Do you guys want this information spread around forums and gambling communities? Im part of Schpell.com community, and this isnt good advertisement from your hand.

Hi all,

Thank you for your replies.

Dear WildTornado Casino team,

Let me ask you a question. What happens to the funds after the wagering of the bonus is finished? Are the funds displayed as bonus money or real money?

Hello Peter,

There are no separate balances for bonus money and real money on our site. When the bonus is wagered, funds on the balance are displayed as withdrawable. 

Player can make a cashout once the bonus is wagered, however, there is the maximum cashout from bonus - deposit amount multiplied by ten. 

Best regards,

Wild Tornado Casino Team

If that is the case, that have to be better communicated in the terms - because Ive played on other sites before with Max cashout at welcome bonuses, and they adjust the balance to the Max cashout (if you are over) once the bonus is wagered, and you can continue to play with raw cash.

What happens if i continue to play with the 4000 NOK I have in my balance now, and I win big - you will just reduce it back down to 4000 NOK again 😅 This really doesnt make any sense, Wild Tornado

People will probably never sign up for your bonuses ever if this is the practice.

Dear WildTornado Casino team,

When the wagering of the bonus was finished, the winnings were 3544,8 NOK. If this balance is withdrawable, it means it's real money. We see no reason why the player can't use their real money balance to continue playing and get their winnings. According to this logic, if they continue playing and lose, it's OK, however, if they make further winnings, the bonus condition (max cashout) will be applied to their real money funds forever. Is there any pop-up warning after the wagering is finished to inform the players that they must make a withdrawal and deposit the money back if they want to continue playing?

Dear Peter, 

The site's functionality does not include push notifications about completing bonus wagering or prompting to withdraw. The wagering progress is displayed in the personal profile, and the rule regarding the maximum cashout from welcome bonus is outlined in section 11 of the Welcome Bonus terms in Bonus Terms: www.wildtornado.casino/bonus-terms

We do not think in terms of whether continuing to play and losing is OK; we are guided solely by the rules. The rule emphasises that after successfully wagering the welcome bonus, clients can withdraw up to ten times the initial deposit amount. 

We assume that some parts of the rules may not be liked by everyone, but as of today, these are the rules.

Best regards,

Wild Tornado Team

I really dont think this casino even know how its stated in their own bonus terms - Its pretty obvious.

They say in the last response here "The wagering progress is displayed in the personal profile, and the rule regarding the maximum cashout from welcome bonus is outlined in section 11 of the Welcome Bonus terms in Bonus Terms: www.wildtornado.casino/bonus-terms"

The cash generated from the bonus was 3544,80 NOK - Everything after this is same as if i would have made a new deposit with the same cash.

Dear WildTornado Casino team,

I'm afraid we can't accept confiscation of the winnings, especially from casinos with a fair badge. The player should get paid in full as the wagering of the bonus was finished and the winnings were no longer bonus money.

Dear thomashallan87,

We are glad to inform you that the winnings of 29,000.9 NOK have been credited to your balance. You can use your winnings according to the established Wild Tornado rules. 

If you have any questions, please contact our 24/7 support team.

Best regards, 

Wild Tornado Team

Thank you so much for the good help, Peter and Veronika!

You guys are the best! 😀

I've successfully withdrawed all my winnings from the casino now 🙂

Thank you WildTornado Casino team for reconsidering and help.

Dear thomashallan87,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter