Woopwin Casino - Виграші гравця від бонусної гри було анульовано.

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.

Ich habe mit einer Einzahlung von 40 Euro einen 100 % Bonus erhalten.Habe also mit 80 Euro gespielt .Nach Stunden erhielt ich einen 2500 Eurogewinn.Ich habe weiter gespielt bis ch den Rollover durchgespielt habe und auch keine höheren Einsätze gespielt.Jetzt soll ich im laufenden Rollover höhere Einsätze gespielt haben.Damit hätte ich gegen die Geschäftsbedingungen verstoßen.Ein Wager wurde nie angezeigt und auch keine gesperrten Bonusbeträge. Innerhalb von 48 Stunden hatte ich 3900 Euro gewonnen.Diese wurden mir beim Auszahlungsantrag storniert. Ich habe keine Beweise über Spielverläufe und kann nichts einsehen.Ich finde das ich betrogen wurde.

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

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.

Bitte beachten Sie, dass Ihr Auszahlungsantrag aufgrund eines Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen abgelehnt wurde, da Sie während des Rollover des aktiven Bonus einen größeren Einsatz als erlaubt gemacht haben.

Bitte sehen Sie sich den Anhang an oder besuchen Sie https://www.woopwin.com/bonus-terms-and-conditions

Daher wurden Ihre Gewinne für ungültig erklärt und die ursprüngliche Einzahlung ist wieder auf Ihrem Konto. 

Mit freundlichen Grüßen,

Payments Cashier

Es wurde kein Wager oder Umsatzbeschrenkung angezeigt.Habe auch keinen Hinweis bekommen das ich noch im Bonusgeld bin. Bei anderen Anbietern ist der Einsatz begrenzt bzw.wird man darauf hingewiesen das keine höheren Einsätze gespielt werden dürfen.

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.

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

TRANSAKTIONEN

AUSSTEHENDE AUSZAHLUNGEN

EINSÄTZE

Zeitraum

All

7 Tage

14 Tage

30 Tage

60 Days

90 Tage

120 Tage

180 Tage

Year to date

Einzahlungen

Auszahlungen

Überweisung

2022-03-14 23:50:09

- 500.00

Storniert

Überweisung

2022-03-14 00:05:37

- 1000.00

Storniert

Überweisung

2022-03-13 20:34:16

- 400.00

Storniert

Überweisung

2022-03-13 05:44:26

- 500.00

Storniert

Überweisung

2022-03-13 05:41:23

- 2000.00

Storniert

Sofort

2022-03-12 22:24:27

+ 40.00

Verarbeitet

That's 1300 pages, all relevant assignments were deleted by the operator

Das sind 1300 Seiten es wurden alle Einsätze vom Betreiber gelöscht die relevant waren

Do I understand correctly that your game history has been deleted?

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.

Habe nochmal inder Historie geschaut alle Einsätze die im angeblichen Verstoß gemacht wurden sind nicht in der Historie sonder wurden gelöscht.Soviel zur Beweisführung.Wieso ist keine Einsatzbegrenzung während des Rollover?

Wieso wird der Spieler nicht gewarnt ?

Wieso gibt es keine Wager Anzeige wie üblich in vielen Onlincasinos.

Das ist mir noch nie passierten all den Jahren,zumal man diese Klause ja kennt.

Ich hätte diese Einsätze gar nicht gespielt ,wenn ich das so gewusst hätte. Jedenfalls kann ich nicht das Gegenteil beweisen,da die Historie nicht sichtbar für diesen Zeitraum ist.

Daher wurden Ihre Gewinne für ungültig erklärt und die ursprüngliche Einzahlung ist wieder auf Ihrem Konto. Dieser Satz war ja auch in der Begründung vom Casino.

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.

123***498499500501502***871872873

Mann sieht in der Historie fehlen die Einsatzseiten 503 bis 871diese beinhalten die Umsätze vom 12.3. Und 13.03.wo ich gegen Bonusbedingungen verstoßen haben soll.

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?

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.

Wie gesagt während des spielens sehen sie nicht ob der Rollover abgelaufen ist oder nicht.Leider gibt es keinen Wager im Spieldisplay .Ich denke aber ich war schon aus dem Rollover raus. Leider fehlen jetzt alle Verläufe der besagten Zeit ,wo ich der Meinung bin nicht höhere Einsätze gespielt zu haben. Ich habe wie gesagt nur 40 Euro eingezahlt mit 100% Bonus .Vielleicht ist das auch ein

Dorn im Auge des Betreibers.Beweisen kann ich wie gesagt nichts was die Einsätze betrifft da alle Einsätze gelöscht wurden.

Wenn ich im Rollover bin ist klar das max.4 Euro Einsatz gestattet sind.Wenn sie höhere Einsätze spielen wollen werden sie aber nicht darangehindert oder informiert.

Ich bin mir keinen Verstoß bewußt.

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.

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.

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.

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