Woopwin Casino - Os ganhos do jogador foram confiscados.

Hello, I am attaching my text, which I wrote in the general discussion.

Hello, no, the winnings were confiscated.

I previously deposited €220 and then won another €19 from some spins. This was added to my real money. With this €19 winnings, I played for a total of 19 hours and had €2,800. The terms and conditions state that winnings from the free spins can be up to €50, but not that winnings earned afterward can be up to €50. That doesn't make sense, since I would then have to withdraw €15 and deposit €15 again. According to support, the funds were mixed, and therefore everything would be confiscated. I would like to file a complaint.

Furthermore, the support didn't even give me a bonus in the chat or accommodate me in any way.

Guten Tag, ich füge hierbei meinen Text bei, welchen ich in die generelle Diskussion geschrieben habe.

Guten Tag, nein der Gewinn wurde konfestiert.

Ich habe vorher 220 Euro eingezahlt und dann hab ich aus irgendwelchen Spins nochmals 19 Euro gewonnen. Diese wurden meinem Echtgeld hinzugefügt. Mit diesem Gewinn von 19 Euro habe ich insgesamt 19 Stunden gespielt und hatte 2800 Euro. In den AGB steht, dass Gewinne aus den Freispielen 50 Euro betragen dürfen, aber nicht, dass Gewinne, welche danach erzielt werden. Das macht ja kein Sinn, da ich somit 15 Euro auszahlen und 15 wieder einzahlen müsste. Laut dem Support haben sich Gelder gemischt und somit würde alles konfestiert werden. Ich möchte hiermit Beschwerde einreichen.

Des Weiteren hat der Support mir danach im Chat nichtmal einen Bonus gewährt oder ist mir in irgendeiner Weise entgegenkommen.

Dear thorben322,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered. To assist you effectively, I’d like to ask a few follow-up questions:

• Am I correct in understanding that your winnings of €2,800 were capped at €50 due to the maximum withdrawal limit for free spin winnings?
• After completing the wagering requirements, did you receive any notification confirming that the bonus was fully wagered and that your winnings had become real money?
• Could you please send a link or a screenshot of the free spin bonus you played with?
• Additionally, could you forward any communication you had with the casino’s customer support regarding the use of mixed funds?

I hope we’ll be able to help you resolve this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good day, thank you for the quick reply.

Yes, I was told that the payout would be limited due to a bonus.

I was informed in the chat that funds had been mixed up and that my entire balance would be deleted.

Furthermore, I think the terms and conditions don't make sense unless you win more than the amount stated in the terms and conditions directly from free spins. If the free spins and any wagering requirements have been met, it doesn't make sense to withdraw X amount just to deposit it again and continue playing.

No, I didn't get an email, but according to the casino, I only had real money in my wallet at any given time; I checked that repeatedly.

In general, certain games offer free spins, which you then have to play in order to play the game with your money.

I think this is a scam and is only used to avoid payouts.

I also asked after the cancellation whether there was any compensation, pro rata credit or something similar and everything was consistently rejected.

Unfortunately, I only have an excerpt from the chat because I received it as an email.

Guten Tag, danke für die schnelle Antwort.

Ja mir wurde gesagt, dass aufgrund eines Bonus die Auszahlung begrenzt wäre.

Im Chat wurde mir mitgeteilt, dass sich Gelder vermischt haben und dadurch das ganze Guthaben gelöscht wird.

Zudem finde ich schon, dass die AGB kein Sinn machen, außer wenn man direkt aus Freispielen mehr als den in den AGB genannten Höhe gewinnt. Wenn die Freespins und jegliche Umsatzbedingungen erfüllt sind, macht es ja kein Sinn Betrag X auszuzahlen um ihn wieder einzuzahlen und weiterzuspielen.

Nein ich habe keine E-Mail bekommen, aber zu jeglichem Zeitpunkt hatte ich laut Casino nur Echtgeld in meinem Geldbeutel, dass hatte ich immer wieder nachgeschaut.

Allgemein ist es so, dass in bestimmten Spielen Freispiele gewährt werden, welche man dann sozusagen Spielen muss, um das Spiel mit seinem Geld dann zu spielen.

Ich finde dies stellt eine Masche da und dient ausschließlich um Auszahlungen zu vermeiden.

Zudem habe ich nach Stornierung gefragt, ob es irgendeine Entschädigung, anteiliges Guthaben oder ähnliches gibt und alles wurde konsequent abgelehnt.

Leider habe ich lediglich einen Ausschnitt vom Chat, da ich diesen als E-Mail bekommen habe.

Please request the casino to send you the entire gaming history in Excel format, starting from the moment you activated the free spins, up to the moment you won 2800€, and then forward it to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

Good day,

I've already sent the casino two emails, but haven't received a response yet. I'll keep trying and keep you updated.

Best regards

Guten Tag,

ich habe dem Casino schon zwei E-Mails geschrieben, jedoch bis dato keine Antwort erhalten. Ich probiere es weiterhin und werde sie auf dem laufenden Halten.

viele Grüße

Update: Since I paused my account, I was told in live chat that I could get the history myself and that they wouldn't provide it to me, so I'd have to wait until the account was free again. This should happen soon.

Update: Da ich mein Konto pausiert habe wurde mir im Live Chat gesagt, dass ich den Verlauf selber beschaffen könnte und diese Ihn mir nicht zur Verfügung stellen, also müsste ich warten bis das Konto nochmal frei ist. Dies sollte bald der Fall sein.

Update: I am in the account, but can only take screenshots, which would cover several hundred pages.

Best regards

Update: ich bin in dem Account drin, kann jedoch lediglich Scrennshots machen, welche jedoch insoweit über mehrere hundert Seiten gehen würden.

viele Grüße

Could you please send me a link or a screenshot of the free spin bonus you activated and played with?

What was the maximum allowed amount that could be won from the free spins?

Hello, that's the only thing I can see. I also had free spins on Gonzos Quest, over 90 in total. This was communicated to me in the live chat. Then I looked at my balance, which showed about €20 in real money, and then I won €2,800, which was confiscated.

Hallo, das ist das einzige, was ich sehen kann, ich habe bei Gonzos Quest auch noch Freispiele gehabt, insgesamt über 90 Stück, dies wurde mir im Livechat mitgeteilt. Und dann habe ich auf mein Guthaben geschaut, wo ca. 20 Euro Echtgeldguthaben stand und danach hab ich 2800 Euro gewonnen, welche beschlagnahmt wurden

Thank you very much, thorben322, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, thorben322!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Woopwin Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski