WinLegends Casino - Player's withdrawal has been canceled.

I made a deposit of 30.00 BRL and received a 50% bonus plus 60 free spins. I played with the 50% bonus and when I met the wagering requirements, I had a little over 200.00 BRL. Then, they reduced the balance and left only 75.00 BRL of real balance. I understood since they changed the bonus rules. With the 75.00 BRL, I went to play live casino and managed to increase the balance to 350.00 BRL. I requested a withdrawal, but they canceled it and left only 75.00 in my account. How am I supposed to withdraw 75.00 if the minimum withdrawal is 150.00??? Note: After meeting the requirements with the deposit bonus, I had more than 200.00 in my balance, and they already reduced it to 75.00. The minimum withdrawal is 150.00, so I played live casino with 75.00 to increase the balance to meet the minimum withdrawal. I managed to make 350.00, and they canceled my withdrawal. It's very unfair what they did to me!!!!

Dear batistarayane871,

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

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

• Did the casino notify you at any time the maximum win limitation persists after the wagering of the bonus is complete?
• Is your casino account verified?
• Have you contacted casino support and requested assistance in asking for a withdrawal of your winnings? What response have you received?

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

Maybe

I've always deposited at win legends, I've never had a problem with withdrawals, the winnings with the bonuses have always been unlimited as described here in the casino guru reviews, at no time was I notified about the changes in the bonus rules, if they had notified me I wouldn't have deposited any more, they did the trick, my account is 100% verified, I went to support to complain and they didn't do anything... how can I withdraw only 75.00 if the minimum withdrawal is 150.00???? Seconds before fulfilling the rollover I had a bonus balance of just over 200.00 as soon as I fulfilled the rollover only 75.00 went up to the real balance, and what did I have to do ???? Increase the real balance to withdraw, I increased it to 350 and they canceled my withdrawal, I registered at winlegends through the casino guru link because it has a good reputation and to this day here at casino guru the winlegends bonus rules remain the same as always !!! The casino often makes mistakes with the user without the user breaking the rules

Thank you very much, Kendra, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Kendra for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinLegends Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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 Peter and Kendra,

We apologize for the delay. We will investigate the situation with the bonus and get back to you with a response as soon as possible. 

Regards, 

Winlegends Casino

Dear Peter,

After reviewing the case and the applicable bonus terms, we would like to clarify the situation and confirm that the applied balance adjustment was conducted in accordance with our established bonus policy.

The player made a deposit of 30 BRL and received the Wednesday Bonus, which included a 50% bonus plus 60 free spins. As outlined in our Terms & Conditions, specifically in section 11 of our Bonus Rules, winnings derived from bonus funds are subject to a maximum withdrawal limit of five times the granted bonus amount.

In this case, the player received a 50% deposit bonus of 15 BRL. Consequently, the maximum cashout available after completing the wagering requirements was 75 BRL. Any funds exceeding this limit were voided before the withdrawal request, as per our stated policy.

Additionally, we would like to highlight that section 1.2 of our Bonus Terms also establishes a maximum withdrawal limit for winnings derived from bonuses, further reinforcing the applied adjustment.

Furthermore, the player was informed about the balance adjustment via email on 2025-01-16 at 08:59 GMT. This email provided details on the reasons for the adjustment and referenced the specific terms under which the excess balance was deducted.

On 2025-01-20 at 22:38 GMT, after having a balance of 75 BRL (the maximum amount available for withdrawal from the bonus), the player made a deposit of 150 BRL. Following a short gaming session, the player submitted a withdrawal request, which was successfully processed.

We understand that this may have caused some frustration, and we acknowledge Kendra’s concerns.

However, it is important to emphasize that these limitations are clearly stated in our bonus terms, which are available to all players before accepting any promotional offer. We encourage all our players to carefully review the terms associated with bonuses to ensure a smooth gaming experience.

Best regards, 

Winlegends Casino

win legends casino deducted almost the entire amount of my balance leaving only 75.00 BRL, how was I going to withdraw 75.00BRL if the minimum for withdrawal is 150BRL???? in this case I had to increase the balance to 150.00 BRL to withdraw correct?? I increased the balance to 350.00 I made the withdrawal and my withdrawal was canceled and win legends notified me that the maximum I could withdraw was 75.00!!!! Winlegends I am very sorry but you are wrong, I want you to add the entire amount deducted to make the withdrawal again!!!!

I forgot to mention that the amount that winlegends casino deducted from my real balance was 275.00 BRL

Dear Kendra,

We appreciate the opportunity to clarify the situation further.

We understand your concern regarding the withdrawal process. As previously mentioned, the adjustment to your balance was made in accordance with section 11 of our Bonus Rules and section 1.2 of our Bonus Terms, which limit the maximum cashout from the Wednesday Bonus to five times the granted bonus amount. In your case, this was 75 BRL.

However, we would also like to highlight that on 2025-01-16 at 11:56 GMT, we sent you an email informing you of the necessary steps to proceed with your withdrawal.

The email clearly stated that in order to withdraw the funds, you needed to make a minimum deposit. Once this step was completed, you would be able to request the withdrawal of the full eligible amount, including your deposited funds and the maximum winnings from the bonus.

Following this guidance, on 2025-01-20 at 22:38 GMT, you made a deposit of 150 BRL and then successfully submitted a withdrawal request. This request was processed accordingly.

We assure you that all actions taken were in strict compliance with the terms and procedures applicable to our promotional offers.

Best regards, 

Winlegends Casino

Win legends you have to verify that after fulfilling the requirements with the deposit binus you deducted almost the entire amount and it was only 75.00 for the balance, there was no way to withdraw 75.00 because the minimum withdrawal is 150.00 understand? I increased the balance to 350.00 with the actual balance of 75.00, and you told me that I could only withdraw 75.00, how could I withdraw 75.00 if the minimum withdrawal is 150.00 I just want you to answer that? After several complaints you told me that I had to deposit to withdraw, I deposited 150.00 and withdrew 150.00 plus the 75.00 I lost. the complaint here is about the amount you deducted from my actual balance, regardless of whether I deposited and withdrew after that, the complaint here is about the cancellation of my withdrawal and the reduction of the actual balance

After so many complaints you asked me to deposit, I did deposit 150.00 to try to withdraw the 75.00, I ended up losing the 75.00 and only withdrew the 150.00. ... the complaint here is about the 275.00 real balance that you deducted!!!

Winlegend casino you have to see the following, with the 75.00 that went to the real balance I increased the balance to 350.00, that is, I increased the real balance from 75.00 to 350.00, I made the withdrawal and it was canceled ... this is not fair, because I had to increase the withdrawal to be able to withdraw because the minimum withdrawal is 150.00 ... if it's up to me the complaint will not be closed, I have a you tube channel with 49 thousand subscribers and Instagram with 44 thousand followers, if they don't solve my problem I will make a video and post it showing my total indignation with the site, and there is also the complain here that I can make a complaint,,,, if I don't solve the problem I will never deposit again, are they bankrupt?

Dear Kendra,

As previously mentioned, the adjustment of your balance, including the deduction of 275 BRL, was made in full compliance with our Bonus Terms & Conditions, specifically section 11 of the Bonus Rules and section 1.2 of the Bonus Terms.

These rules establish a maximum withdrawal limit for winnings derived from bonuses.

In your case, after completing the wagering requirements, the maximum amount available for withdrawal from the bonus was 75 BRL. Any amount exceeding this limit was automatically voided as per our stated policy.

To avoid re-adjusting the balance, you needed to make a minimum deposit before requesting a withdrawal. This step would have allowed you to immediately withdraw the full amount, including your deposit and the maximum amount available from the bonus (75 BRL).

However, instead of proceeding with an immediate withdrawal after making the required deposit, you continued playing, which resulted in exceeding the maximum withdrawal limit. Due to this, your balance was adjusted again in accordance with the bonus terms, and you were notified of this adjustment.

We understand that this may not be the outcome you expected, but we must apply the same rules consistently to all players. Bonus terms, including withdrawal limits, are outlined clearly and should be reviewed before accepting any promotional offer.

Best regards,

Winlegends Casino

You can close my account, because I'll never deposit again

Thank you to the both parties for the update.

Dear WinLegends Casino representative, would it be possible to close Kendra's account as per their request in the last message? Thank you in advance!

Dear Peter, 

According to the user's request, the account has been closed. A corresponding notification about the account closure was also sent to the user's e-mail. 

Dear Kendra,

We understand that this is not the outcome you were hoping for, and we truly appreciate your feedback. As per your request, your account has been closed.

However, should you decide to return in the future, we will always be happy to welcome you back.

Best regards,

Winlegends Casino

Thank you WinLegends Casino representative.

Dear Kendra, we are sorry we could not be of more help on this occasion. This complaint will now be rejected, thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help!

Kind regards,

Peter