The player from Germany has been accused of breaching bonus T&Cs by placing a single bet greater than allowed during the bonus play. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Woopwin Casino - Player’s winnings from bonus play have been voided.
Black points: 221
Amount: €3,900
Woopwin Casino
Safety Index:Above averageSafety Index
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7.6
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 years ago
Translation
I received a 100% bonus with a deposit of 40 euros. So I played with 80 euros. After hours I received a 2500 euro win. I continued to play until I played through the rollover and also did not play any higher stakes played higher stakes during the current rollover. This would have violated the terms and conditions. A wager was never displayed and no blocked bonus amounts. Within 48 hours I had won 3900 euros. These were canceled when I requested a withdrawal. I have no evidence of gameplay and can't see anything. I feel I've been scammed.
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2 years ago
Dear Dabist66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been accused of breaching the maximum allowed bet?
I checked the casino’s Bonus T&Cs and I found this:
„1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR / 4 CAD / 4 USD / 40 NOK per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."
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.
Do I understand correctly that you are not aware of breaching this rule?
Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Please note that your withdrawal request was denied due to a violation of our Terms and Conditions as you made a larger bet than allowed during the active bonus rollover.
Please see the attachment or visit https://www.woopwin.com/bonus-terms-and-conditions
Therefore, your winnings have been voided and the original deposit is back in your account.
Kind regards,
Payments cashier
No wager or turnover restriction was displayed. I also didn't get any indication that I was still in the bonus money. With other providers, the stake is limited or it is pointed out that no higher stakes may be played.
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2 years ago
Thank you for your reply, Dabist66. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.
In some casinos, the bonus is considered active until the player requests a withdrawal of their bonus winnings. This means, that all bonus rules are still applied even after the wagering requirements have been met.
However, feel free to forward me your game history if you feel that you have been accused mistakenly. My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Translation
TRANSACTIONS
PENDING PAYMENTS
CALLS
period
Alles
7 days
14 days
30 days
60 days
90 days
120 days
180 days
year to date
Deposits
payouts
transfer
2022-03-14 23:50:09
- 500.00
Canceled
transfer
2022-03-14 00:05:37
- 1000.00
Canceled
transfer
2022-03-13 20:34:16
- 400.00
Canceled
transfer
2022-03-13 05:44:26
- 500.00
Canceled
transfer
2022-03-13 05:41:23
- 2000.00
Canceled
Right away
2022-03-12 22:24:27
+ 40.00
processed
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2 years ago
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That's 1300 pages, all relevant assignments were deleted by the operator
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2 years ago
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I looked again in the history, all the bets that were made in the alleged violation are not in the history but were deleted. So much for the evidence. Why is there no bet limit during the rollover?
Why isn't the player warned?
Why is there no wager display as usual in many online casinos.
That has never happened to me in all these years, especially since you know this hermitage.
I would not have played these missions if I had known that. In any case, I can't prove the opposite, since the history is not visible for this period.
Therefore, your winnings have been voided and the original deposit is back in your account. This sentence was also in the reasoning of the casino.
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2 years ago
Translation
123***498499500501502***871872873
You can see that insert pages 503 to 871 are missing in the history, these contain the sales from March 12th. And 13.03.where I am said to have violated bonus conditions.
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2 years ago
As I explained earlier, not all casinos have software that is able to prevent players from placing bets higher than allowed and we cannot punish casinos for it. Maximum allowed bet is a rule that many casinos include in their Bonus T&Cs, and as long as the casino shares this information, there is not much we can do about it.
Also, please understand that as a Casino.guru employee I don't have access to your account. However, based on your messages it sounds like you placed bets higher than allowed. Could you please clarify if you are aware of breaching the maximum allowed bet or not?
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2 years ago
Translation
As I said while playing you don't see if the rollover is over or not. Unfortunately there is no wager in the game display. But I think I was already out of the rollover. Unfortunately, all histories of the said time are now missing, where I am of the opinion that I did not play higher stakes. As I said, I only deposited 40 euros with a 100% bonus
A thorn in the side of the operator. As I said, I can't prove anything as far as the assignments are concerned because all assignments have been deleted.
If I'm in the rollover, it's clear that a maximum of 4 euros is allowed. If you want to play higher stakes, you won't be prevented or informed.
I am not aware of any violation.
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2 years ago
Thank you very much Dabist66 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 Dabist66,
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 Dabist66,
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 can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
