Win Maker Casino - Player’s winnings have been confiscated.

I was scammed by this casino, I deposited $50 like I would usually do and added the monday bonus promo today to my game which added an extra $15 to my money as long as I wagered ×40 which was $600 I was playing a few slots betting $1.75 - $1.25 to start with and got a couple really good lines with mega wins won nearly $150 both times played for abit longer and had won $450 by the time I was trying to withdraw the funds. 5 hrs later my withdrawal was rejected and I contacted support and talked with them for probably 3hrs trying to understand what went wrong, they said I had exceeded the maximum bet during a bonus they sent me the T&Cs which said $8 was maximum bet during bonus

I know I wasn't doing bets over even $5 so I was abit confused then someone on there support team tried to tell me I had made x4 $50 bets which is absolutely insane because I could never bet that much on a hit so I no they lying and they still won't return my winnings just keep ignoring me telling me the same shit

HONESTLY THE WORST EXPERIENCE IVE EVER HAD WITH AN ONLINE CASINO

Dear abctownsville123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Let me refer to relevant bonus terms:

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CHF; 8 AUD/CAD/NZD; 50 NOK; 0.000095 BTC; 0.041 BCH; 0.0032 ETH; 56 DOG; 0.065 LTC; 5 USDT; 9.84 XRP; 15 BNB; 7.82 ADA; 41.79 TRX unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Thank you very much, abctownsville123, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 abctownsville123,

I'm Michal, and I have taken over this complaint. Upon reviewing your case and game log, I have confirmed that you indeed placed three bets of 15 AUD each, which surpassed the maximum bet limit; however, these bets resulted in losses and they had no influence on your winnings. I will contact the casino to see if can be of any help.

We would like to invite Win Maker Casino to join the conversation

Dear Win Maker Casino,

Although strictly technically speaking, the maximum bet rule was indeed violated, it is important to note that the bets in question were losing ones and did not provide the player with any unfair advantage or unjust winnings. The player has adhered to the rules for the majority of their gameplay. Therefore, we believe that using this likely unintentional violation as a basis for confiscating the player's winnings may not align with what we consider a fair resolution of the situation. I would kindly ask you to consider your decision.

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 abctownsville123,

Just a quick update, I'm in communication with the casino team regarding your case. I've been informed that although there was a withdrawal attempt on the 2.09.2024 of an amount 350 and 100 aud, but at the moment your balance is zero. Do I understand correctly that you have depleted the balance with further play?

Dear abctownsville123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear abctownsville123,

After discussing your case with the casino representative, it was determined that the three bets exceeding the max bet limit, which you likely placed by mistake, did not affect your winnings. However, it’s important to note that the winnings from the bonus were capped at a maximum cashout limit of A$200, meaning you were only eligible to withdraw that amount.

Unfortunately, since you continued to play while this issue was being clarified and depleted your balance through further gameplay, there are no remaining funds available for withdrawal. Regrettably, as you chose to continue playing and lost the funds in fair play, there is nothing more that can be done at this point.

Additionally, as we haven't received any further response from you to confirm your understanding or request further assistance, we are left with no choice but to reject this complaint. I would also like to thank the casino team for their cooperation in resolving this matter.

Please don’t hesitate to reach out if you encounter any issues with this or any other casino in the future, and we’ll do our best to assist you.

Best regards,

Michal

Casino Guru