Winward Casino - Player has experienced technical problem.

Dear Brooke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll move with this case further, could you please forward your game history to petronela.k@casino.guru. Have you tried to communicate this issue with the casino? I would recommend contacting casino support as they need to be informed to initiate an investigation. If you have done so already, please forward your communication too. I have checked terms and conditions, and this is what I found:

"How do I check my game sessions/game history?

You can check this information by accessing My Account section – Game History.

On the Game Report page you need to set up the timeframe and click on Search.

If older game transactions won’t display, please contact our Customer Service and one of our representatives will be able to help. E-mail: support@winwardcasino.com"

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,

Petronela

Dear Brooke,

Thank you for forwarding me the game report. Could you please advise if you have tried to communicate your issue with the casino?

Dear Brooke,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi no I havnt yet as I was told by friend to contact u for this

Thank you very much Brooke for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Brooke,

I looked at your complaint and will do my best to help you. I would like to invite Winward Casino into this conversation. Can you specify what exactly happened in this case, please?

We would like to ask the Winward 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’.

Hello,

Thank you for reaching out to us!

Please note that our Bonus Rules item 2.1.4.1 states that if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of 25 cash. This was the case for two separate bonuses for which the wager requirement was completed.

The first bonus was received on the 16th of May and it consisted of a set of 25 free spins. The spins resulted in a win of 10.15 and a total wager amount of 253.75. The bonus amount was wagered in full and on the 20th of May 3:07 UTC the amount of 270.48 was voided, and the amount of 25 was transferred to the cash balance, as per the rule stated above, taking the account balance from 497.71 to 227.23.

The second bonus was received on the 19th of May and it consisted of a set of 25 free spins as well. The spins resulted in a win of 3.51 and a total wager amount of 87.75. The bonus amount was wagered in full and on the 20th of May 5:31 UTC the amount of 64.88 was voided, and the amount of 25 was transferred to the cash balance, taking the balance from 114.88 to 50. At this point the total balance on the account was of 50, consisting of the two cash amounts of 25 credited after both bonuses had been wagered.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winward Casino

Dear Brooke,

Winward Casino stated that you were playing bonuses. They have reduced your winnings in accordance with bonus rules. Please let us know if we can help you with anything else.

Dear Brooke,

I would like to emphasize, that according to our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

We are extending the timer by 7 days. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.