Woopwin Casino - Las ganancias del jugador fueron confiscadas.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any notifications or messages from the casino regarding the deletion of your balance?
• Did the casino specify which rule was breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Thank you for your patience, and stay safe.

hello,

I sent you an email.

thank you 🙂

hello,

habe euch eine email geschickt.

danke 🙂

Thank you for your reply. Do I understand correctly that the casino informed you that you breached the maximum allowed bet while playing with this bonus?

I wasn't informed that my bonus, which I received via VIP chat, had a maximum bet. I only learned afterward, when I won.

As I said, I was only told that the bonus does not come with any wagering requirements.

Mit mir wurde nicht kommuniziert, dass mein Bonus den ich über den VIP Chat bekommen habe einen Max Einsatz hat. Erst im Nachhinein als ich gewonnen habe.

Wie gesagt mir wurde nur gesagt, dass der Bonus mit keiner Unsatzbediung kommt.

I apologize, but we won't be able to assist you. Just because the bonus didn't have wagering requirements doesn't automatically imply that other rules were not applicable. I checked the General Bonus T&Cs and I found this:

1.11. You may not place any bets that exceed the maximum bonus bet size while a bonus is active. The maximum bonus bet size is 5 EUR, 5 AUD, 5 USD, 5 CAD, 5 NZD, 50 NOK (or the equivalent in any other currency) per bet/spin or equivalent, unless otherwise stated in the specific terms and conditions of 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.

Our position is closely explained in the Fair Gambling Codex:

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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. Considering your conversation with the casino support, it seems that you are a very active bonus user, so you should be aware of these rules. At this point, I can only recommend that you always read the bonus rules before activating any bonuses to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.