Woocasino - Player’s winnings have been confiscated.

Hi Casino Guru,

Woo Casino are saying I’ve breached the rules of a deposit bonus by betting too higher limits. However I deposited $200 and received a $100 bonus (50% bonus)

the win in question was with my deposited money - and not the $100 bonus. I have screenshots of the win and all relevant information. I feel like they are absolutely being dishonest and rorting me out of a rare win.

Dear MTurbo22,

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:

1e. While you have active bonus, maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 AUD / 6.5 NZD / 600 JPY (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Woocasino reserves the right to confiscate the winnings.

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

Yeah I agree with the bonus rules, but I was utilising my $200 deposit first and usually the bonus money is the last $100 (aka would become bonus money once my balance has dropped from $300 to under $100)

I feel mentally sick 🤢 as they have confiscated my first ever big win

Thank you for your reply, MTurbo22. I understand your point of view, but please note that when you activate a bonus on top of a deposit, it becomes one balance, and bonus rules are applied to the whole amount unless stated otherwise.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear MTurbo22,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.