WinnerCasino - Player’s bonus winnings have been reduced.

Hello

I am really hoping you can assist me im struggling with this casino.

i opened account with this casino thst says it’s licence with CEG who have replied and said they have no record . So I lodged 27 accepted bonus and off I went playing

I read the terms and conditions of acceptance of the bonus and it states that a withdrawal can be made once wagering requirements have been made and no where does it state anything else. I played and played and got lucky and won a jackpot of 3800 on pragmatic game. I requested withdrawal and my winnings have been forfeited as 8.3.1 states if lifetime deposits are not 200 then max withdrawal is X10 so 270 which I understand however my complaint to the casino was 8.3.2 states rules do not apply for jackpots and at management discretion in addition when accepting the bonus it stated nothing about max withdrawals etc.

in addition I could be wrong but my understanding is pragmatic game provider pay the funds for jackpots winnings and not the casino

I would really appreciate your experience and review of this

Dear Shirley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the exact link for the bonus that you have activated?

Meanwhile, 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.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

https://www.winnercasino.bet/en/termsandcondition

thanks for reviewing above is the link

Also here it does not state anything whatsoever about max withdrawals and please note also that I had met the wagering requirements at the time I won the jackpot

I have checked the general terms and conditions (here) and this is what I found:

"8.3.1 If a player's accumulated life time deposit is not greater than 200 euros, then the player will be allowed to withdraw only up to x10 his last deposit. (Any excess amount will be forfeit)"

I understand that this rule is mentioned in general rules (not bonus rules) however, we accept maximum cashout applied to bonus play. Nevertheless, it would be ideal if any maximum cashout warning would be listed in bonus T&Cs too. Could you please advise how much was your last and cumulative deposits?

Hello

my last deposit 31st March was €50 and cumulative deposits was €127.

i did attempt to deposit however they blocked all deposits I feel in an attempt for me not to meet the €200 lifetime deposit limit are screenshots below where all deposit options were blank.

another point to note is this withdrawal when first requested was originally accepted again see screenshots below

could I also ask the fact it was a jackpot i won after wagering requirements is that any good ??

i definitely don’t recall reading the rule 8.3 when I accepted the bonus

Thank you, Shirley, for your reply. Please understand that if you tried to place an additional deposit after your winnings have been accumulated already, the system wouldn't allow it.

The fact, that you have hit a jackpot, unfortunately, doesn't change the point of view as you were playing with bonus money and bonus funds were given to you by the casino.

Could you please advise if you have received the withdrawal of the maximum cashout already?

Hi

at the time I won the jackpot I had already met the wagering requirements and funds were no longer bonus funds.

no I have not received any withdrawal yet they keep reverting it.

the fact regarding 8.3.2 and at management discretion do you feel they could consider this as it was jackpot winnings also see 8.3.2 below

thanks again for reviewing this

8.3.2 If a player’s single withdrawal or cumulative lifetime withdrawals total five times or more than the value of their lifetime deposits across any of the following brands: WinnerCasino, WinnerCasino mobile casino then the withdrawal will be issued in increments of 5,000 credits per week. The remaining amount will be returned to the player’s account until the players is eligible for a further withdrawal. The calculation of lifetime deposits shall exclude any deposits made after the withdrawal request. This clause will be applied at the discretion of the casino management. This clause does not apply to withdrawals from progressive wins.

Dear Shirley,

Please understand that the maximum cashout from your bonus play would have been x10 of your deposit. It means that after completing the wagering requirements your active balance = real money should be €270. You are entitled to this amount.

If you continued playing after completing bonus wagering with the amount of €3,800 you have earned an unfair advantage, unfortunately.

Please place a new withdrawal request in the amount of €270.

Hello

I hope your keeping well? So before I played the game that I won the jackpot I had at this stage already met the wagering requirements so from my point of view I had read and accepted the bonus terms and conditions where it stated a withdrawal could be made therefore I was not at advantage i immediately requested a withdrawal which went from pending to accepted

I understand rule 8.3.1 regarding 10 times however as above I was following bonus terms and conditions where it does not refer to max withdrawals

then 8.3.2 states different and does refer to rules / clause is not applicable for jackpot winnings

you can imagine my disappointment to have met the wagering requirements then won a jackpot to have it taken away

i would ask the casino to meet me halfway and pay the winnings of 3800 that was won after wagering requirements and I understand the provider pragmatic pod this ??

also the review from casino guru states this casino does not accept players from Ireland ? I’m wondering if this is the same casino

Dear Shirley,

If you haven't redeemed any bonus from this casino it would be a different story. Unfortunately, you accumulated your winnings with an active bonus from this casino.

In regard, to country restrictions, we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

Could you please advise if you requested a new withdrawal?

Yes I requested 270 withdrawal but so dissatisfied thst I did not get the benefit of 3800 jackpot i won after wagering requirements

fair enough I did play I’m with bonus money but as mentioned the bonus terms and conditions did not refer to any maximum withdrawal which is why I’m struggling to understand why it would be a different story

thanks again for taking the time to review

Dear Shirley,

I understand your disappointment. It would be ideal if the maximum cashout would have been mentioned in the specific bonus T&Cs, however, it is listed in general casino rules.

Please let me know when you receive your withdrawal of €270. Thank you.

Yes I received 270

Thank you, Shirley, for your reply. Since you received the winnings that you've been entitled to, I will mark this complaint as resolved. Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela