Winstler Casino - Player's winnings have been confiscated.

I have 100 Euros sat on my account as well as one outstanding withdrawal for 304 Euros, a total of 404 Euros which is legally my money.

In addition I won 2942 Euros at the weekend having satisfied the 45 x wagering requirements from a 100 Euros deposit which resulted in a 200 Euros uplift/bonus being applied to my account.

I checked the Bonus % indicator throughout the day which went from 0% to 100% and at no point was I told that I didn't play correctly. Every spin of the game was allowed from 0% to 100% with not a single message being displayed.

I then made three separate withdrawals of 1000 Euros, 1000 Euros and 942 Euros as 1000 Euros is the maximum single withdrawal permitted.

Winstler then emailed me to say that all of my winnings had been confiscated and that I would not be receiving the money. This is fraud and absolute robbery. Unethical, immoral, indefensible and inexcusable.

I am reserving my rights on whether to enlist legal support to recover the money owed to me which is 2942 Euros + the 404 Euros also owed to me, a total of 3346 Euros which they are trying to steal from me.

I would be hugely grateful for a positive intervention from you.

Dear joes111,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I see that the casino accused you of breaching the maximum allowed bet. I checked the bonus T&Cs and I found this:

"The maximum bet amount to wager the bonus is 2 EUR."

Our position is closely explained in Fair Gambling Codex

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Thanks Kristina, I have reached out by email to you.

For some reason Kristina, your email address failed. Here is the reply I got:

Your message did not reach some or all of the intended recipients.

     Subject:    FW: Regarding your request

     Sent: 27/07/2023 09:56

The following recipient(s) cannot be reached:

     kristina.s@casino.guru. on

           The recipient has been deleted or has no email address.

Thank you for your reply, joes111. Could you please try sending the email again? I tested my email address and I was able to send and receive emails without any problems.

Thanks. I have just sent you another email.

Although I received your email, it didn't contain the information I requested. Please, check my first message and provide all the necessary information so that we can proceed with this complaint. Thank you very much.

Dear Kristina,

I have copied you on an email which I just sent to Winstler.

Thanks and best wishes.

Joe

I see you mentioned in your emails winnings of €304. Do I understand correctly that you accumulated these winnings with the deposit that was refunded after the casino confiscated the bonus winnings?

No, the 304 Euros winnings were separate of any bonus requirement, so I am owed 304 Euros by Winstler as well as the 100 Euros which was reinstated on my account when the 2942 Euros were confiscated.

Legally, Winstler still owe me 404 Euros which are mine by legal right.

Thanks and best wishes,

Joe

Thank you very much, joes111, 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.  

Hello joes111,

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

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

Dear Winstler Casino,

Can you please provide supporting evidence of the player's breach of the maximum bet rule for us to review?

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.

Dear joes111,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Adam