Wins Royal Casino - Player's bets voided due to unclear wagering requirements.

I have used the bonuses and made withdrawals several times in the past at this casino.

But suddenly the casino voided my bets because the games I played were not actually subject to the wagering requirements.

I had previously confirmed that the game was eligible for the wager, and I had completed withdrawals with it in the past. The casino then deemed the game acceptable.

The terms and conditions do not make it clear which games are of which genre, and players can only play to see what the rates reflect.

I would like to be compensated for the $500 cash I lost or the amount I lost in digesting the bonus.

Dear andandjonnyx,

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

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

• Do I understand correctly you activated a bonus in the casino? Could you please share which bonus it was and its rules?
• Have you accumulated winnings while playing, but approximately $500 was confiscated?
• Are there any remaining winnings on your account that were NOT confiscated?
• Please send me the justification you received from the casino to my email at tomas@casino.guru

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

Bonus is a deposit bonus. I deposited $1000 and received a $500 bonus.

I then proceeded with the wagering requirements and by the time the wagering was completed, I had $1,200.

The casino refused to withdraw the money, claiming that the wagering requirements were still in place.

However, I argued that there were no wagering requirements or bonuses left on my account and that I could not wager a non-existent bonus because it was all real money.

Then the casino erased $500 from my account.

As a result I lost $500 after wagering a bonus, not even a sticky bonus.

Email forwarded.

Also, this is not the first time I have used this game for a bonus, and I have had successful withdrawals with it in the past.

The casino's finance department deemed it okay to use that game as a bonus at the time.

However, they abruptly changed their response without changing their terms and conditions.

This is a screen shot of the bonuses that exist on my account.

2,0000 out of $2,0000 was wagered and the bonus was already fulfilled.

I also confirmed that the games I played were properly reflected in the wagering requirements, and I had made several withdrawals with it in the past.

The casino allowed me to withdraw in the past and then suddenly asked me to wager $20,000 again, claiming that the games I had played were not reflected in the wagering requirements.

When I argued that I could not wager a non-existent bonus because I had already wagered the bonus and it had expired, they confiscated the $500.

Thanks for your reply.

in your exchange with casino support, you argue the game you played is considered a slot game and that this was earlier confirmed.

• Do I understand correctly you asked specifically for the nature of the game genre of this particular game before redeeming previous bonuses?
• Is there any record of you receiving this information? Please forward it to me to my email at tomas@casino.guru
• Could you please specify what game this is about?

I have used the game as a bonus several times since I registered with the casino, and after several withdrawal requests, the casino has deemed the withdrawal to be okay and allowed me to withdraw my money.

If it was not considered a slot game, the casino would have sent me a message on the first withdrawal request.

But in fact the wagering requirements were reflected correctly and the casino allowed multiple withdrawals, so the game was treated as a slot game in the casino.

We have not heard any information from the casino that the rules have changed.

The game is 100bitdice by relaxgaming.

Thank you very much, andandjonnyx, for providing the necessary information. 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.  

Hello andandjonnyx,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wins Royal Casino to join the conversation and participate in the resolution of this complaint.

Dear Wins Royal Casino,

Can you please provide further insight into why the player's winnings have been confiscated?

Kind regards,

Adam

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.

Hello andandjonnyx,

I have been discussing this case with the casino via Skype, and they maintain that the game in question could not be mistaken for a slot game. It has been further stated that the previous withdrawals from bonuses wagered with this game were allowed due to error. Can you confirm please if you were aware of which game genres would contribute to the wagering requirements?

Kind regards,

Adam

It is usually impossible for the user to know which games are treated as a genre in the casino.

The Terms and Conditions state that slot games contribute 100% to the wagering requirements.

I played the relevant game and it contributed 100% to the wagering requirement.

Therefore, I determined that this casino treated the game as a slot game.

casino claim that casinos are dice games, but if they are dice games, the reflection rate should be 0%. Why was it reflected 100%?

I have never heard of a previous withdrawal being allowed due to an error.

Why did the casino never mention this when I made withdrawals in the past?

Hello andandjonnyx,

Thank you for your reply.

It seems clear from your statement that you have checked which games would contribute to the wagering requirements (i.e. 100% slots) in the terms and conditions, did you at the same time check this specific game in the list of restricted games in the terms, or check it with the casino support?

Kind regards,

Adam

Yes, we have done this in the past. We have applied for withdrawals on that in the past, and casino support has checked to make sure there is no problem.

At no time was there any report of a withdrawal being made due to an error at that time.

We have also confirmed that this game was not among the restricted games at the time. Was this added in response to this complaint?

Naturally, the casino did not make the relevant game unplayable with the bonus.

Even if it were included, it is difficult for the user to determine which is wrong, given the notation that it is 0% or the fact that it actually reflects 100%.

It is not uncommon for the Terms of Use to contain erroneous statements, and we believe that the priority should be on the actual behavior of the system.

Therefore, the responsibility lies with the casino that performs the checks, and even if an error was the cause, as long as they authorized the withdrawal and did not inform me of it, it is obvious that I would not be able to know of such circumstances.

The casino could have contacted me about the error after my last withdrawal, but I have heard nothing. I am justified in assuming that there is no problem.

Why didn't the casino ever fix the error or send me a message about the error?

Even if the error was discovered after the withdrawal, this would not have happened if casino had explained the situation to me about it.

Failing to do so and suddenly claiming an error after allowing the user to make a deposit and play the game is not fair.

Dear Wins Royal Casino,

In accordance with our policies on Fair Gambling, we firmly believe that access to restricted games should be blocked by the casino software, or at the very least these games should contribute 0% to the wagering requirements.

I appreciate that the game is listed in the terms and conditions, but the list is very long and it would be very easy for the player to miss the game being mentioned there.

Consequently, we can only recommend that the player be paid their winnings in full as a fair resolution in such a situation.

Is the casino willing to reconsider its decision in this case?

Kind regards,

Adam

Dear andandjonnyx,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Wins Royal Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear andandjonnyx,

It seems that the casino does not wish to reconsider its position regarding this case. Consequently, I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam