Woopio Casino - Player is unhappy with bonus wagering requirements.

The casino denies my winnings and will not pay. I opened an account on 15th of May and made a BTC deposit of 200€. I received a 250% which was added to my account. I started playing and won 1000€ with my deposit (real money). Since the bonus terms for this specific bonus mention that I can withdraw my deposit and any winnings generated with it at any time, I went ahead and placed a withdrawal.

When speaking to the live support today I was given bogus information. The casino wants me to play through my deposit 50x or 35x. I think they dont even know what they are talking. Just ridiculous. I am stuck now since they violate their own terms and are not willing to pay me.

I would like to get this issue sorted and receive my winnings.

I made screenshots of the terms and conversation. I was unable to upload them here. If needed I am more than happy to send them via email.

Dear PrinceNaseem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you one question, so I can understand the whole situation completely. Could you please advise if this is the exact bonus that you redeemed?

Welcome deposit bonus 250% up to 1500 EUR/ USD

Deposit Bonus Terms and Conditions

Minimum deposit: $/€ 20

Unless specified in promotion terms and conditions each bonus is limited to 1 per household, IP, browser phone and/or email.

There is a 35x wagering requirement on percentage bonus+deposit.

Stakes made from both bonus and real money will contribute towards the requirements.

If the wagering requirement has not been completed within 1 month, the bonus will expire and any bonus winnings received as a result of using Bonus funds will be lost.

If there’s any relevant communication between you and the casino, please forward it along with any relevant screenshots to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hi Petronella,

exactly this is the bonus which was credited to my account. The important part of the terms as depicted on the picture you uploaded is the following:

You can withdraw your deposit and any winnings from your deposit at any time, but you will forfeit any bonus and bonus winnings.

When starting to play my funds were seperated in 200€ real money and 500€ bonus. Since I never lost my 200€ from my deposit all winnings generated were shown in my real money balance and as withdrawable funds. You can see on the screenshots that I sent you that the bonus is still untouched. As per casino bonus terms for the bonus I used I am free to withdraw my deposit and any winnings from it. The 500€ bonus should be voided and I should receive my 1200€ real money winnings.

I would contradict that the important part is the following:

If you make a withdrawal before meeting the wagering requirements, then you will forfeit your bonus winnings accrued and bonus amount. You can withdraw your deposit and any winnings from your deposit at any time, but you will forfeit any bonus and bonus winnings.

Once you activate a bonus, your real money and the bonus amount you received are combined into a single balance. It's important to note that if you decide to cancel the bonus before fulfilling the required wagering conditions, both the bonus itself and any winnings you have accumulated using the bonus will be invalidated. In other words, by canceling an active bonus, the casino is simply adhering to their established rules and guidelines, which state that the cancellation of the bonus will result in the forfeiture of all associated winnings.

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 as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yes you overlook the fact that real money and bonus money are separated from another. They are not combined into a single balance. Its called a parachute bonus. You deposit, you play with your real money and if you lose it you start playing with bonus money.

If you win you can withdraw whatever amount you accumulated with your real money and the bonus money will be voided.

And this is exactly what the terms say:

You can withdraw your deposit and any winnings from your deposit at any time, but you will forfeit any bonus and bonus winnings

Actually here is a screenshot of my account. In the top right hand corner it shows my real and bonus balance. Both together sum up to a little more than 1700€. And in the withdrawal menu 1203,69€ are available to cashout.

I mean the terms and this set up just make me think I should be able to withdraw my winnings.

Please set the post to private since my name is on one of the screenshots.

Problem solved. Complaint can be closed.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, PrinceNaseem, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru