Winward Casino - Player claims that payment has been delayed.

They denied my withdrawal request stating that my bet amounts were too high during the bonus rounds. My bonus amount was reduced to $0 and it stated I had $1800 to withdrawal. I played with $300 and decided to withdrawal the $1500 but today received an email stating they denied my withdrawal amount.

Dear lorilk22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They denied it. Please read the complaint. It explains it

Also I see in Guru's report that this casino has rules during the bonus rounds? According to my account I had $1500 to withdrawal but that amount was denied because somewhere they state that your bets aren't allowed to go over $5 bets during bonus rounds ? So, in other words none of the winnings were mine but I still had the option to withdrawal or reverse the withdrawal. That rule is very sketchy. Most casinos make you use up the bonus till you reach $0.

Thank you very much for your reply, lorilk22. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 relevant communication between you and the casino, please send it as well.

Dear lorilk22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.