The player's winnings were voided due to max cash out limit from the bonus. The complaint was closed as 'unresolved' as the casino failed to reply.
Woopwin Casino - The player's winnings were voided.
Black points: 43
Amount: €520
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 deposited EUR 20 in the casino for the first time and didn't even get the welcome bonus because there is no deposit via Paysafe. In the evening I was credited with 40 free spins for a Pragmatic slot. The profit from this was almost 2 EUR. With this money I played book of dead and got a full screen Rich Wilde on 10cent, profit 500 EUR. I instructed 520 EUR to be paid out. The next day I get an email that winnings from these free spins are limited to 50 EUR. 50 EUR were booked back to my account, the rest of the money was canceled. This was justified with the terms and conditions of the casino, maximum payout in this case 50 EUR. I find that very petty, unfair. The profit from the 40 free spins was just under EUR 2. I then only achieved the big profit by continuing to play from this small sum and only played for 10 cents. Therefore, I find the terms and conditions paragraphs very vague. I feel I have been treated unfairly, cheated out of my winnings.
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2 years ago
Hello nixcashi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Woopwin Casino. Allow me to ask you a few more question before we would move forward.
Is your account verified in the casino? Did you ever deposit there or played on that free spin bonus?
I've also checked and found this in the casino terms:
"2.1.5 For players who make a profit from free spins that are without deposit requirement at Woopwin.com, the largest possible payout is 50 EUR (or the equivalent in any other currency)."
Based on that term, any winnings you generate from the free spin wins are limited to 50€ max. So even if you would have won a million, you would still get only 50€. Unfortunately, if the money you won was clearly generated from the free spins and not real money, we won't be able to do anything as it is completely fair.
Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Dear Nick, I'll explain it to you again in detail. I wanted to deposit there in the morning to get the welcome bonus. When I then wanted to do this, it became clear that you would not receive the bonus if you made a deposit with Paysafe. Which bothered me enormously. So the 20 EUR were deposited without a bonus. I was able to increase this 20 EUR deposit to 60 EUR, then it only went downhill and the money was gone. Towards the evening of the same day, I received a promotional offer via SMS that there were 40 free spins for a new Pragmatic slot with a deposit of EUR 20. I then looked into my account and was amazed to see a message pop up that I got the 40 free spins. Mind you without a new deposit! I then played these 40 free spins which only brought in a win of just under 2 Eur. With these almost 2 EUR I then played Book of Dead and ironically got the full screen on 10 cents with a profit of 500 EUR. My withdrawal request of EUR 520 was then canceled and a measly EUR 50 was credited back to my account. I feel fooled and would rather not have won anything at all.
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2 years ago
Hello nixcashi,
I've understood the situation based on your first description as well. The important thing here is that the 2€ you won was from the free spins so anything you would have win with that 2€ would be still limited to max 50€ withdrawal.
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2 years ago
Translation
Good. I still have a question about Nick though. I deposited 20 EUR that day, first without a bonus. In the evening I got a promotional SMS saying "deposit EUR 20 today and get 40 free spins for the Pragmatic Slot XY (name?)". So I probably got these free spins because I deposited 20 EUR hours before. Does this 50 EUR maximum cashout rule also apply to a combination of deposit and 40 free spins? I wonder. I wrote to the casino via support mail and they didn't respond in any way.
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2 years ago
Hello nixcashi,
In that case I can't know for sure what limit would the bonus have. The casino can have general bonus terms or bonus terms for each of their bonus.
I can only recommend to not accept any bonus without knowing the full terms. If the live chat or e-mail contact can't specify them, don't take it. Also if they do specify, be sure to make a screenshot of it to have evidence if there would be any trouble in the future.
However, in this case, where it was a no deposit bonus, the max win rule applied so based on that, you was able to win the maximum of 50€.
Is there anything else we can assist you with regarding the case? If not, we will be closing it as resolved.
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2 years ago
Translation
I can tell you for sure Nick that the promotional sms contained the following: Deposit 20 EUR and get 40 Free Spins on the new Pragmatic Slot Gold Party. Since I deposited EUR 20 a few hours earlier that day, it seems that these 40 free spins were credited to me afterwards. I would be very interested to hear from the casino. Can you, Nick, request these? The casino did not give me any answer to my email to the support. It was completely ignored. Not a good style either, but fitting to the reputation here at Guru.
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2 years ago
Hello nixcashi,
To fully clarify the case and find out all the details, I will now forward your complaint to my colleague Adam who will be assisting you from now on and try to get in touch with the casino. But please note, that if you accepted the no deposit bonus instead the deposit one, the max win limit will be 50€ and we won't be able to do anything with this specific case.
I hope we will be able to help you resolve it however.
Regards,
Nick
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2 years ago
Hello nixcashi,
I have reviewed your case and understand the situation. I will contact the casino to see if I can help.
We would like to invite Woopwin Casino to join the conversation and participate in the resolution of this complaint.
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2 years ago
Translation
Dear Adam, on 02/02/22 at 17:26 I received an advertising SMS from Woop Win. This is structured exactly like the one on that day. Quote: "Hacksaw's newest slot: Harvest Wilds. Deposit 20 Eur and get 50 Free Spins on Harvest Wilds. Woopwin.com
Here it can easily happen that players play the received free spins first. Then there would be a mixing of the 20 EUR real money and the money from the spins. And how should the 50 EUR maximum rule then be handled? It doesn't make any sense to me and I therefore doubt that the EUR 50 cashout max applied to me.
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2 years ago
Hello nixcashi,
Usually, casinos display available bonus money balances separately to available real money balances to prevent this from happening.
As such, the winnings from the free spins would only be transferred to a real money balance after fulfilling any wagering conditions and would only be transferred up to the maximum amount allowed in the rules (i.e. 50 EUR).
Can I ask you were there any terms and conditions or rules mentioned in the SMS you have received?
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2 years ago
Translation
No, the sms only contains the text I quoted. Nothing else.
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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
Translation
I would like to note that it seems to be the custom for Woop Win to not respond. I never got an answer to all inquiries to the support (by mail). It was about different things.
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2 years ago
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A note to Adam. After this impossible online casino didn't process my last withdrawal request for over 1.5 days, I canceled the withdrawal there, gambled away the money and closed the account forever. I don't expect the casino to get in touch here either. You had 2 weeks time for that and didn't do it. I have seldom encountered a more customer unfriendly, sloppy casino like this one. Almost all support requests went unanswered. The live chat was almost never available. I hope all of this has a negative impact on the rating of this store. Shame on you!
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2 years ago
Dear nixcashi,
There has been no response from the casino after repeated attempts to contact them. As a result, this complaint will now be closed as 'unresolved' and will have a negative effect on the casino's rating.
However, should you open any cases in the future I would recommend awaiting the final outcome of the complaint before playing your balance and closing your account, as this will usually lead to your complaint being rejected.
I am sorry I couldn't have been of more help, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino.
Best regards,
Adam
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