Winstoria Casino - Player’s winnings have been reduced.

Played this Saturday at the Wistoria Casino and used the welcome bonus with a deposit of 50€.

After wagering I had 750€ and it got reduced to 200€.

The Bonus-AGBs clearly say it should be 400€ and also the chat told me the same as you can see on the screenshot.

When I told them (3 times) that it should be 200€ instead of 400€ they only said I should contact there kyc support.

3.3. The maximum allowed withdrawal amount for the received bonus:

а. For a 100% bonus - €200 / C$300 / 900zł / 2000Kr / R$1300.

b. For a 115% bonus - €400 / C$700 / 1800zł / 4000Kr / R$2600.

c. For a 150% bonus - €1500 / C$2100 / 7000zł / 15000Kr / R$9500.

It's also strange that in my profile it's marked as a 125% bonus, but you can't find anything about it.

Nevermind, I've made the 50€ deposit and it said -

b. Deposit from €50 / C$70 / 250zł / 500Kr / R$350 - 115% bonus + 75 free spins in Gates of Olympus (Pragmatic Play);

Since Saturday I don't get any information or anything else.

Also contacted yesterday morning their normal customer support but no answer.

Dear Matex0,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise to the best of your knowledge how much money you had in your account when you finished the wagering requirements? Have you already played with the free spin part of the bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Hi Kristina,

thanks for the reply.

It was around 750€.

Unfortunately, the Casino system doesn't offer a sort function, so it starts from the beginning.

After all, it got reduced to 200€ and as written above and in the AGB it should be 400€

And no, the free spins are still open, didn't play with them.

The casino still has not replied to my mails

Thank you very much Matex0 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Matex0,

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

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

Winstoria Casino, are you able to shed some light on the confusion regarding the player's bonus?

Dear Matex0.

We have reviewed your appeal in detail.

2022-03-18 you have successfully registered using the affiliate link from our Askgamblers partners.

2022-03-18 you have topped up your account for 50EUR and received a 125% bonus of 75 free spins according to an agreement with our Askgamblers partners.

According to the terms of the individual offer, the maximum withdrawal of funds from the bonus is 200EUR, and the withdrawal of funds from free spins is 100EUR.

2022-03-18 you have successfully wagered your 125% bonus, and it has been converted into real 200EUR. The remaining funds in the amount of 581.16 EUR were automatically debited in accordance with the terms of the offer. You can withdraw real funds in the amount of 200EUR from the casino. If you continue the game, all amounts that are above 200EUR will also be debited from your gaming account.

2022-03-21 you have been provided with a detailed response to your e-mail.

In our casino, you did not receive the regular welcome bonus of 115% bonus + 75 free spins and did not contact the chat / email for its accrual. For this reason, the terms of this bonus cannot be applied to your account in any way.

On the basis of all this, you have received an individual bonus with a higher percentage and which you have successfully used. The funds were debited in accordance with the regulations. Since you have registered using the link from our partners, you can always contact Askgamblers and clarify all the details on the terms of the offer for the deposit that you received.

Dear Winstoria Casino.

That offer was nowhere visible nor communicated anywhere.

As you can see on the screenshot there's no information about a special "askgamblers" bonus and it was also not communicated on their site.

Also there was no special insight in your General- or Bonusterms about that "individual offer" clause, so that's simply a lie. (In case I've saved your site of the terms)

I don't have the chance to select it or choose another one, also on the screenshot it's communicated as "First welcome bonus".

Please show me where it was stated differently.

Also, I never received a mail from you.

Probably you never sent me a mail or you should try to get at least an SPF record for your domain so it maybe doesn't get blocked as spam by providers. 😉

Even there's nowhere such a "mystic" bonus communicated, that's just scam

I'm always looking at casinoguru and askgamblers not to fall into some shady shit casinos.

And now you're telling me that there was a secret bonus attached to a link, that was never communicated anywhere, nor do I have the chance to NOT select it with a HUGE downside compared to your normal welcome offer?

That is just scam!

Dear Matex0,

Do I understand correctly, you are stating that you have registered using a link from a third-party website and the bonus has been added to your account automatically, with no mention of it until you have seen it in your account?

Dear Winstoria Casino,

You have stated :

"According to the terms of the individual offer, the maximum withdrawal of funds from the bonus is 200EUR, and the withdrawal of funds from free spins is 100EUR."

Where are these terms? Can you please provide a link to/copy of them?

Kind regards,

Adam

It was showing up in my Bonus area to activate, but there was no information about it that it was a special "AskGamblers" bonus because it was nowhere stated and there were no special terms to read.

There was only written first welcome bonus as you can see on the screenshot I've attached in the first post.

I only made a deposit to receive the normal welcome bonus and it's normal that you're heading over from a third-party website like askgamblers and casino guru if you wanna be sure that the casino is legit.

And if I'm sooo lucky to receive that awesome special bonus (with more downsides), then it should get communicated clearly!

Thank you for clarifying Matex0.

We will await further information from the casino.

Hello Matex0,

This matter is currently being discussed with the casino via Skype, I will update you here when I have more information.

Kind regards,

Adam

Hi Adam, thanks a lot.

Keep me posted about the outcome please.

Best,

Matthias

Hello, any news?

Hello Matex0,

After discussing the matter with the casino, they have stated that although they believe the situation to be the fault of the partner website, they have still decided to credit you with the winnings and you may withdraw 400 EUR.

Please be aware that you need to make this withdrawal and make a new deposit before continuing to play any further. If you do not, any further winnings would still be counted as part of this bonus and would be void.

Please let us know once you have received your payment.

Kind regards,

Adam

Thanks a lot for the great help and to Winstoria to credit the full winnings.

Nonetheless I don't think that the User should be the sufferer if a partner site isn't communicating a bonus properly nor the casino itself.

Maybe I have to open another case now since the withdrawal is already pending for 4 days lol - nice one

Dear Matex0,

Please provide an update on the situation. Are you still awaiting the payment or has it now been received?

Kind regards,

Adam

Dear Matex0,

Please provide us with an update regarding your payment.

If we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Matex0,

It seems that this matter may have been resolved but without confirmation from you, we have no choice but to now reject this complaint.

It can be reopened at any time.

Kind regards,

Adam

We have received the following message from the player via e-mail:

"Sorry, it got solved.

Thanks a lot for your help Adam.

All the best,"

Dear Matex0,

I'm glad to hear that your issue has been resolved, thank you for letting us know. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam