Wisho Casino - Player's winnings have been confiscated.

Hello, casino guru again.I was hoping that i won't need your services 2nd time.So I deposited with bonus at wisho and read the T&C very thoroughly it was 4 euro max bet.So I played slots but only 4 euro max.After the wager my money disappeared and I contacted chat.They tried to lie to me that it was 3 euro max.I am 100% sure it was 4 euro coz I checked several times.In their t&c says 5 euro max but possible to vari.They even send me changed screenshot(it took them 40 min for it😂).Is there a way to prove that I am correct or the scammers can get away with it.Tank you.

Dear iwandanov,

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

"4.2. The maximum bet with an active first and second deposit bonus is €5. Max bet allowed with other bonuses can differ."

Could you please 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.

Additionally, please forward all the relevant communication between you and the casino. I am especially interested in the message in which the casino informed you that the maximum allowed bet for this bonus was €3.

Thank you in advance for your reply.

Best regards,

Kristina

I can't because it disappeared after the wager.But It was 70% over the deposit.You want all the game history from the begging of the bonus?

I can send you my bets but it's not written how much is the bet only the win and transaction number but if you want i will send it to you.

Thank you for your reply, iwandanov. Please, forward all the information I requested in my first message. Thank you.

I am sending all my bets and winnings but the chat log is not sent to my email i have only the email with their answer that i void the terms with 4 euro bet wich i am sending.

Thank you very much, iwandanov, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, iwandanov,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wisho Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wisho Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? What exact bonus was used and where can I find the Terms and Conditions for this bonus, if there are any special ones? Or, how was the player informed about them, if they differ from the general bonus terms and conditions?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please provide me with the player's complete gameplay history?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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

Dear Customer,

We sincerely appreciate your efforts in bringing your concerns to our attention. We understand the importance of addressing complaints promptly and seriously, and we have initiated a thorough investigation into the unfortunate incident you experienced.

After carefully reviewing your case, we have determined that there may have been some misunderstanding regarding the information provided in your complaint. It appears that the issue arose while you were availing yourself of our seasonal promotion called "Hey, it's May Day!" rather than our standard welcome package bonus, as was mentioned earlier. Our system data indicates that you had active participation in this particular promotion, which has specific terms and requirements, including a maximum bet limit of 3 euros.

I would also like to point out that at the moment, all "match" bonuses are given out with a maximum bet of €3. If it is only free spins - the bet can be increased to €5. But this particular bonus has the following parameters:

70% bonus

+ 70 free spins

Wager X10

Minimum deposit 30 euros

Maximum bet €3

The maximum amount of the bonus is 300 euros

Additionally, we would like to thank our opponents from Casino Guru for pointing out to:

"4.2. The maximum bet with an active first and second deposit bonus is €5. Max bet allowed with other bonuses can differ.»

In our opinion, this particular rule plays a key role in this case, as it clearly says that the max bet with other bonuses might differ, which is clearly what has happened in this case. 

To provide further clarity, here is a brief summary of the actions taken with the «Hey, it's May Day!» bonus active:

- On 2023-04-28 at 03:29:51, you made a deposit of 40 EUR to activate the promotion.

- On 2023-04-28 at 03:30:43, you activated your 70 free spins in the game Moon Princess 100.

- On 2023-04-28 at 03:32:07, you began fulfilling the bonus wagering requirement by playing various casino games.

- On 2023-04-28 at 03:43:22, you exceeded the maximum allowed bet by placing a 4 EUR bet in the game Book of Sam.

- On 2023-04-28 at 06:32:05, you completed the wagering requirement. However, as per our terms and conditions, your winnings were voided due to the aforementioned bet violation, and your initial deposit of 40 EUR was refunded to your player account.

We would like to confirm that our decision regarding your case was made in accordance with our Terms & Conditions. While it is important to note that exceeding the maximum bet is considered as bonus abuse, we have taken the fair step of fully refunding your deposit as a gesture of goodwill. Furthermore, we have escalated your situation to our Loyalty Department, resulting in an additional compensation of 100 Euros in wager-free bonus funds being credited to your account. These actions were taken despite the violation of our Terms & Conditions, as we believe it to be the most suitable resolution for this unfortunate situation for our clients, regardless of their actions in such cases. 

In conclusion, we extend our gratitude once again for your time and for bringing your concerns to our attention. We hope that the information provided clarifies the situation for both you and our opponents at Casino Guru. If you have any further questions, please do not hesitate to contact our support team at your convenience.

Attached are two screenshots:

1) promo email to the players with information about the bonus

2) screenshot from the website with bonus conditions

You can find the email with this bonus in your mailbox and make sure our bonus policy is completely transparent, and there are no hidden conditions.

Best regards,

Andrei

Thank you, Wisho Casino team, for your extensive explanation.

Dear iwandanov,

Can you please confirm the disputed winnings were not obtained from the welcome bonus offer (1st or 2nd deposit bonus), but from the above-mentioned "Hey, it's May Day!" bonus? If yes, how were you informed about this bonus offer, and how did you claim/activate it?

Could you confirm your initial deposit was fully and successfully refunded, and that you also received an additional compensation of 100 Euros in wager-free bonus funds? What did you do with these funds?

Is the explanation above enough for you? What is the current status of your issue? Can I consider your issue resolved? Is there anything else I could help you with?

Are you please able to provide me with the screenshot of the specific bonus terms and conditions for the bonus used where the maximum bet amount of €4 is clearly visible, or provide me with the information on where can I find them? Where did you find this information?

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear iwandanov,

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

Everything that the casino wrote is correct except that the max bet was 4 euro.Actually I was surprised because all previous bonuses max bet was 5 euro.

I can't provide screenshot because the T&C will disappear once the wager is done.Actually that's the problem, a player cannot be sure if these T&C are the same for all players or its individual.There is no information on wisho main page for these bonuses they are sent on players page only and once expired you can't see them anymore,so this way the casino can exploit this in their favor after the T&C disappears they can say and do whatever they want.Now knowing this I make screenshot of every bonus T&C I use.I was lucky that it was only 230 euro and 100 was given back(surprised how easy,knowing that casinos are not willing to give a cent more).But I am sure there are more players that had and will have the same problem.I think the T&C should be visible for players before and some time after the wager so disputes like this don't happen.

Dear iwandanov,

Thank you for your email and the additional information.

However, the casino provided us with clear rules for the claimed bonus in the screenshots above. In addition, your claims have not been supported by evidence and we have got just your explanation.

Can you please forward me the promotional email based on which you claimed the bonus? I see you use a Gmail account. Please, forward the promotional email as follows: click the right mouse button on the email in question and choose the "Forward as attachment" option. To reach a successful result for my request, I recommend using a PC and one of the most used browsers. My email was mentioned in this thread several times.

As for your claims regarding other players, previous bonuses, and/or the disputed winnings - we do not have information about any similar case in our system, and it is very likely that the casino has the maximum bet amount for the bonus set up like that for a good reason, and that you could have managed to obtain the winnings (meet the wagering requirements) only thanks to exceeding the maximum bet. If you were informed about the bonus terms and conditions valid for this specific bonus by email and in your account prior to claiming it, it does not have to be so important the rules are not there anymore. Moreover, if you lost all the previously used bonuses, you cannot know if you breached the maximum bet amount rule before.

Also, I am afraid there are still questions that have not been answered yet.

"... how were you informed about this bonus offer, and how did you claim/activate it?

... compensation of 100 Euros in wager-free bonus funds? What did you do with these funds?"

Looking forward to hearing from you.

There was no email.When I go to deposit section in my account I can see if I have offers for bonus.Thats the only place that has info for the bonus and the info dissappear after the wager.With the money I left 20 to play and withdraw 80.I am sorry but it's not a coincidence that other casinos have the bonus T&C on their main page that a player can reach everytime he wants.This is the only casino that I have played and use this "door" in their T&C,a "door" they left so they can do scams like this.If the T&C were visible for some time after the wager everything was going to be OK.

Dear iwandanov,

After gathering all the necessary information and having an internal discussion with my team, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - exceeding the maximum bet amount for the bonus in question.

Players are obliged to read the terms and conditions, and you accepted specific bonus terms and conditions upon claiming the bonus "Hey, it's May Day!". Although we ask casinos to provide us with proof if we are talking about winnings confiscation, players' complaints also should be supported by evidence. On the other side, the casino was able to share the necessary details with us, and it would not make much sense for the casino to edit it, especially in case of a lower disputed amount.

Unfortunately, there is no indication that the used bonus would have had a higher maximum bet amount than €3. In addition, the casino returned your initial deposit and offered you another bonus as compensation. Therefore, based on the given circumstances, we accept its decision.

I am 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you, Wisho Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru