The player from Germany requested a withdrawal, but the casino decided to pay only part of his winnings. We rejected the complaint because the player didn't respond to our messages and questions.
WinnerCasino - Player's winnings have been reduced.
Amount: €630
WinnerCasino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
WinnerCasino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I requested a withdrawal of 4900 euros, this was rejected and my money was reduced to 500 euros even though I deposited 63.05 euros. That means I'm missing 130 euros and the support says I can pay out a maximum of 500 and it's in the terms and conditions. The support can't tell me the point in the terms and conditions where you can read about it.
Automatic translation:
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2 years ago
Dear Ampeer,
Thank you very much for submitting your complaint through our website. Do I understand correctly that the casino has confiscated €4,400? Or was this amount returned to your account after you requested your withdrawal?
It seems that you played with a bonus. Could you please advise which bonus you activated? Please, post here the link or promo code for the offer you redeemed.
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
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2 years ago
Translation
they confiscated 130 euros because I deposited 63.05 euros and I first tried to pay out 4900 euros but it was rejected. and the support does not respond to my requests
Automatic translation:
Public
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2 years ago
Thank you for your reply, Ampeer. I apologize, but I don't understand how your deposit relates to this issue. Could you please clarify this? Also, please note that you have not provided all the information I requested. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
