WestCasino - Os ganhos do jogador de um bônus foram cancelados.

Hello I received a cashback from my last deposit of 460 euros yesterday, then I was very lucky to win 230 thousand euros

And this morning they deleted my entire amount on the grounds that I can only make up to 5000 euros in profit with the cashback but I received this mail this morning after my account balance was 230 thousand euros and suddenly they had deleted my account balance

Hallo ich habe gestern einen cashback von meiner letzten Einzahlung bekommen in Höhe von 460 Euro ungefähr dann habe ich es mit sehr viel Glück auf 230 tausend Euro gewinn erzielt

Und heute morgen haben sie meinen kompletten Betrag gelöscht mit der Begründung dass ich mit dem cashback nur bis zu 5000 Euro Gewinn erzielen kann aber diese Mail habe ich heute morgen erhalten nachdem mein Kontostand auf 230 tausend Euro war und plötzlich hatten sie meinen Kontostand gelöscht

Dear Abdurrahman,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here)?

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Email sent

Email geschickt

Thank you very much Snow for your reply and email. I will now transfer your complaint to my colleague Peter 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.

Hi Sahin,

I looked at your case and the email from the casino. Somehow the email doesn't make much sense. When it comes to bonuses, there usually is a maximum win cap. Do you have a picture of the offer including the terms? Have you managed to withdraw at least the €5000?

I only received this mail that I supposedly approved an agreement with the account manager?

Yes, I had the 5000 euros I gambled away

ich habe nur diese mail bekommen dass ich angeblich mit dem Account manager ne Vereinbarung genehmigt hätte?

Ja ich hatte die 5000 euro die ich verspielt habe

And why could I continue playing with the 5000 euros that I still had in my account afterwards where it was actually not allowed

Because before the entire credit was deleted, the game was blocked

Und warum könnte ich nachdem mit dem 5000 euro was ich noch auf meinen Konto hatte danach weiterspielen wo es eigentlich nicht erlaubt war

Weil bevor das komplette Guthaben gelöscht wurde wurde das spielen gesperrt

Hi Sahin,

I'm not sure if you know how it works. If there is a maximum win cap of €5000, you can continue playing and winning, but the maximum you can withdraw from the bonus is €5000. It doesn't matter if you win €200000 or more with the bonus money. You have to cash out the €5000 first in order to continue playing with real cash. If you played the winnings away, I'm afraid, there is not much I can do for you.

Yes, but only after the big win was something told me that I would also be happy if he provided me with 5000 or ten thousand to continue playing

Ja aber erst nach dem großen Gewinn wurde mir sowas mitgeteilt ich wäre auch zufrieden wenn er mir 5000 oder zehntausend zur Verfügung stellt um weiter spielen zu können

We can close the case

Thank you for the answers

Wir können den fall schließen

Vielen dank für die Antworten

Thank you Sahin for the replies. I will now close the case.

Best regards,

Peter