The player from Germany had issues with the withdrawal process. Despite having submitted all necessary documents, the casino was unresponsive, had not verified the account, and had not processed the withdrawal. The player claimed that the casino accused him of bonus manipulation and confiscated his winnings. We had asked the player for a detailed transaction and bet history to investigate the case further. However, due to the player's lack of response to our inquiries, we were unable to proceed with the investigation and had to reject the complaint.
WinOlot Casino - Delayed verification and withdrawal issue at casino.
Amount: €480
WinOlot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello,
I am experiencing a problem with the withdrawal process. I have sent all the required documents to the casino. However, the casino is non-responsive, does not verify my account, and fails to pay out my withdrawal. I would greatly appreciate your assistance with this matter.
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8 months ago
Dear Pamuk54,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
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Good day,
I submitted my front and back ID, proof of address, and the front of my credit card and debit card to the casino on February 14th. On February 15th I received a message asking for a bank statement and the credit card again. I sent these back directly. What puzzles me is that at every other casino the verification works within a few hours and the money even arrives. When asked, support and live chat provide exactly the same automated answers.
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8 months ago
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The casino rejected and removed my withdrawal today! Because I allegedly carried out bonus manipulation. I'll describe the matter:
I deposited €20 and got a 100% bonus. I converted over €1200. After the implementation I still had around €500-600, this amount was deducted and only €100 was left. these would be the bonus conditions. Nice and good. Then I played the real money balance of €100 with a stake of €2 per spin on the game Big Bass (which is not forbidden) and won €500 again. Now the casino claims I did a bonus manipulation!! And my winnings were deducted again!! Now only my stake is left in the account. The casino is a scam! I played normally like at any casino. I ask for your help.
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8 months ago
Thank you very much for your reply, Pamuk54. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
Translation
Unfortunately I don't have any chat history. The casino claims that I have violated the terms and conditions. Because I continued playing with the real money I had converted and achieved more winnings. Are there any chances?
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8 months ago
Thank you very much, Pamuk54, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.
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8 months ago
Hello Pamuk54,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite WonOlot Casino to join the conversation and participate in the resolution of this complaint.
Dear WinOlot Casino,
Can you please provide more details regarding the decision to confiscate the player's winnings?
Kind regards,
Adam
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8 months ago
Dear Pamuk54,
I have received an explanation via email from the casino. It states that you have claimed a bonus on your second deposit and received a bonus amount of EUR10. While playing this bonus, the casino mentioned that you have placed multiple bets that are higher than the amount of EUR 0.50, which is a breach of the following rule regarding bonus abuse:
"Placing bets of amounts higher than €12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower".
I have asked for further evidence of this, but can you please comment in the meantime?
Kind regards,
Adam
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8 months ago
Translation
I placed higher bets with my deposit amount and that's not forbidden either. And what should we understand by such a rule?
"Placing bets in amounts greater than €12 (or the equivalent of € in another currency) or 5% of the bonus given, whichever is lower."
I have played in many casinos with bonuses. I have been paid out the amounts that I have wagered. This casino deducted my winnings twice. 1. the implemented bonus of €600 was deducted and reduced to €100 and the €480 profit was reduced again by the €100! These are predatory rules that are being put in place. Every other casino pays out winnings and this one keeps the winnings. That's absurd!
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8 months ago
Dear Pamuk54,
According to the casino, you have accumulated the winnings from the bonus, but did so by placing bets over the maximum amount - the terms are relevant to both your deposit and bonus amount until the wagering has been completed. The bonus winnings were subject to a maximum win rule of 10x the received bonus, so your winnings were capped to this amount. You have then used these winnings to continue playing and accumulate the amount of $480 but at the point you have requested a withdrawal, this amount has been confiscated as the winnings from the bonus were in breach of the terms.
Are you able to access the history of transactions and bets in your account? If so, can you please provide the history showing your bets with the bonus to me?
Kind regards,
Adam
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7 months ago
Dear Pamuk54,
Please respond to my previous post. I will extend the timer for 7 days, and if we still do not hear from you within that time we will have no option but to reject this complaint.
Kind regards,
Adam
