Woocasino - Player’s winnings were voided.

I recently played and deposited $500 with a $150 bonus attached. In the past with a bonus attached I could not bet over $6.50 cdn, and some games are not playable when bonus is active. I was playing for quite some time and figured bonus had been played through. I was able to play a game that is not allowed when a bonus is in play. So I started betting higher and on that one lost quite a bit so moved to back to another game I had some success with. Where I was betting an average of $20 a bet. I decided to withdraw as it would was a good amount that I would be able to pay down some of my previous gambling losses from this same site. Typically when withdrawing from Woo I get it returned within 24 hours. I heard nothing and then this morning received an email saying I breached the bonus rules which didn’t make sense to me. Then was asked why would I do that. It all seems like a scam to prevent paying out. I played for a long time within their bonus rules and when I was able to play on one that doesn’t allow bonus’ I figured I was in the clear. Apparently not and now it looks like I am out the money I put in and all the winnings.

Dear katietada,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&C 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 / 20 PLN /125 CZK, 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 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 veronika.l@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,

Veronika

Unfortunately they only allow me to see the last 50 spins so makes it next to impossible. At this point I am resigned that I am out of luck. In the past when a bonus was in play if I tried to bet over $6.50 it simply just didn’t work, and there were many games not playable when there is a bonus in play. The last I heard from the host was that he was working on it. I simply should have known it was too good to be true. I have never had much luck with this casino before but thought hey its my bday maybe I will get lucky..

When you are logged into your account, can you see the amount of bonus funds you have yet to wager?

The Casino has actually honoured the winnings today and are in the process of sending payments. The host working with me was super helpful and ensured that I will get all the money. The casino does have maximum daily payouts so it will take a bit of time. So this casino turned it all around and even though they said I breached the bonus play were going to let me have my winnings. I just have to make sure to read the fine print thoroughly

I'm glad to hear that! Please keep us updated on the progress of your withdrawals.

So far 2 have been transferred already and waiting on 8 more

How are the payouts going? How much of your winnings have you received so far? Please let me know about any updates.

Hi Veronika, I have received over half. They have a $4000 a day maximum and a weekly max. So far they have been good on their end and I am getting all of it.

That's good to hear. Please keep us updated about the progress.

Hi Veronika, I have received all my winnings 🙂

Dear katietada,

I'm happy to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru