Will's Casino - Hráčovy bonusové výhry byly zrušeny.

Dear Casino Guru Team,

I’ve played at the 07th of July this week at Will’s Casino and won 2000€ after wagering the bonus. Without thinking of anything bad, I’ve tried to withdraw 2x 1000€ (Because the casino has a withdraw limit of 1500€).

On the next day I’ve checked the withdraw status on Will’s Casino and without any contact or information by their support team I found out that the withdraw was canceled on July 8th, 2020.

It was only when I contacted the customer support that I found out that the line bet for the game "John Hunter and the Book Of Tut" was too high.

I have read the bonus conditions beforehand and in the main section there is a maximum bet of 4€ listed. Only in the lower section with the headline "A list of what may be deemed abuse may include but is not limited to" (Comeon, who is writing a bonus condition headline like that?) is a line bet of max. 0.30 cents listed.

In the game "John Hunter and the Book Of Tut" there is no possibility to place a line bet. You can only set "Coins per line" and "Coin Value" and non of these exceeded the 0,30 Cents value.

So I’ve played the 4€ max bet which was  regulated in the terms of Will's Casino and never exceeded it.

Confiscating all of the winnings due to misleading bonus terms shows once again that online casinos are looking for all sorts of loopholes so that they do not have to pay out the money to players.

Listing a 0.30 cent line bet (which almost no other online casino usually does) is obviously there to take advantage of such situations.

Please help me in this matter, since I have followed the rules and once again a casino is using vague conditions to harm players.

Thank you,

Mat

Dear Matex,

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. Could you please specify which exact bonus you have activated?

Do I understand it correctly that coin value has been set at €0,05, playing 8 coins per line would be €0,40 bet per line?

Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Ideally, attach your game history too.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Matex,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.