Woocasino - Player's winnings were confiscated.

Hi,

I have been gambling with these guys for a few years I’ve never had a problem until now. I deposit my own money and got it up to $178. As this happened a bonus clicked over which was $800 so I was now at $978. So I I bet whatever I liked. Apparently I breached their betting amount on the bonus. However the confusion is this both my own money and theirs. I won a total of $2600 they refuse to pay it and confiscated it all including my own money! Which before the bonus kicked in was $178. This needs to be sorted out it is their problem and they should not cross a bonus with deposited money I’ve threatened them And sent them emails and they refuse to come to any agreement.

The casino is woo casino

cheers

samantha l****

Dear source1source,

Thank you very much for submitting your complaint.

I'm sorry to hear about the issue you've encountered with Woocasino. To assist you further, could you please provide more details regarding the specific terms and conditions associated with the bonus you received?

• Additionally, it would be helpful to understand the exact betting amount you placed and any notifications or warnings you may have received regarding the breach of bonus terms.
• Moreover, could you clarify if you have any communication records with the casino regarding this matter? Any emails or chat transcripts discussing the bonus terms and your gameplay would be beneficial for our investigation.

Your cooperation in providing these details will help us investigate and work towards a resolution.

You can forward any relevant communication to petronela.k@casino.guru for further review.

Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.



Hi guys I’d made 3 deposit of $50 each on the last one I got it up to $178 dollars I had accepted no bonuses. At this stage I had a bonus kick in from points which was $800 I then assumed as my own money was in there that there would be not a capped bet I was betting 7.45 and $9.70 and $12.00, They took it all.

I have numerous emails from me to them

just a couple from them at no time during betting was I advised that it was to high. I have it all on account. In the transaction section on their casino site.

I was also advised by the so called vip host that I’ve exceeded bet limits before from

bonuses which I find quite odd because I never accepted their bonuses this was the one time because it was a points accumulated system. It took about 2 years to get there.

Dear source1source,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Woocasino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

Hello!

We apologize for the delay in responding and would like to clarify the situation. The player created three accounts on our platform, which is a serious violation of our rules. After discovering this violation, we kept one, the oldest account, and the other two accounts were closed.

As a result, AUD 92,432.93 was canceled, but all deposits made by the player were fully refunded.

We hope for your understanding and are ready to cooperate to further resolve the situation. Thank you for your attention to this matter.

Regards, Woocasino

Thank you, Woocasino Team, for getting back to us.

Dear source1source,

Could you kindly confirm if the deposits were received from the two additional accounts you created?

Thank you.

Dear source1source,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.