Will's Casino - Player's winnings have been capped.

I have deposited 20 EUR and won 280 EUR with that but, when I am trying to withdraw money it shows only 150 EUR available for withdraw. This is happened for the 1st time with Wills casino I trusted them. Even, that 150 is struck there and no customer service. This is irritating.

Dear Ranjitanu8888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if you accumulate your winnings with or without an active bonus? If yes, please clarify which bonus you activated.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

No, there's no active bonus. To activate a bonus must deposit with 30 EUR but, I have deposited only 20 EUR and made profit worth 360+20 EUR deposit overall 380 EUR. But, the casino didn't allow me to withdraw and there's no customer service to contact

Thank you for your reply, Ranjitanu8888. I see in one of your screenshots that the whole amount is marked as 'bonus balance':

Could you please post a screenshot of the bonus history here in this thread?

Moreover, here is the Contact Us section:

https://www.willscasino.com/en/info/contact-us

You can find the contact form there as well as information about the live chat availability. I got in touch with the live chat support without any problems and I received a reply within seconds. Please try to contact the casino and get back to me when you receive any explanation regarding this matter. Thank you.

See, there's no bonus there to the time period I have deposited

Thank you very much, Ranjitanu8888, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Ranjitanu8888,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Will's Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to withdraw disputed winnings?

If we are talking about a breach or application of the casino's rules/bonus rules, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ranjitanu8888,

Unfortunately, no one from the casino contacted me back regarding the matter. As standard, the case should be closed as 'unresolved'. However, since some things are not completely clear from your screenshots, I would like to ask you for something before I close the case.

Since my colleague asked you to contact the casino's Customer Support but you did not contact them or share the information you got or you simply avoided answering her request completely, please contact the casino via Live Chat, which is fully working during their working hours (Live chat support: Mon - Sat (9am - 8pm CET - the information from their "Contact Us" section), make sure you will take screenshots of the entire communication, and share all of them with me.

You can post screenshots here, with your replies (you can divide them into more replies if it is not possible to attach all of them in 1 post), or feel free to send them to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

There's no live chat option if there's that option I would have chat with them directly. A few months ago there was a button showing chat in the bottom of the casino. Now, it's not there. Ok, close the case and I also played the remaining balance for fun as it's not available for withdraw. Thank you for your support

Dear Ranjitanu8888.

Thank you for the update. I am sorry for such an end and loss. Hopefully, you will be lucky next time.

Maybe it will help you in the future - the Live Chat button is there for sure, and it is fully accessible from India IP (tested with VPN). It shows after loading the "HELP" -> "Contact us" buttons. Once the section is loaded fully, the chat button appears down on the right side. I asked them whether players from India were accepted at the casino. They replied within a few seconds...

However, since you have played your balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru