The player from Germany was informed that her bonus winnings were confiscated after playing a restricted game. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Woopwin Casino - Player’s not able to withdraw bonus winnings.
Black points: 33
Amount: €500
Woopwin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I requested a payout of €200 on February 7th (of course after my bonus was implemented) and continued to play with the rest of my credit. At some point I was at 300 € on my account. On February 12th came an email from woopwin that my payout and my balance were canceled because I allegedly violated the bonus rule. There was an attachment to the email where a slot was noted. Looking through my history, I noticed that I hadn't played the slot listed at that time. I also have screenshots of it. I wrote to Woopwin several times but no reply
Automatic translation:
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2 years ago
Dear Jessica,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you, please, specify which bonus you activated? Please, post here the link to that specific offer.
Also, would you be so kind as to forward me your whole game history starting from the point of activating the bonus?
If there is any other relevant communication between you and the casino, please forward it together with your game history to kristina.s@casino.guru or, alternatively, post it here.
Thank you in advance for your reply.
Best regards,
Kristína
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2 years ago
Translation
I deposited €20 on 2.2 100% bonus. But it was already implemented on the 7th. Woopwin says that I should have played a slot on 8.2 that I didn't play at all
Automatic translation:
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2 years ago
Thank you very much Jessica for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Jessica,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Woopwin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Woopwin 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Jessica,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
