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I received 30 NO DEPOSIT Freespins on the game "Winds of Wealth" from said casino. I won €150 there. I checked if a bonus is active or if the free spins won have been converted into bonus credit. Neither of the two applied, it was expressly stated that it was REAL MONEY. I then played "Legacy of Dead" at €1 per push and was extremely lucky there and won 72 free spins and €2000. I then requested the payment. A day later came the message from the casino that the payout or balance was reduced to €50. This is a very unfair practice in my opinion as it's simply acting haphazardly when you simply win a larger amount through incredible luck.

Ich habe 30 NO DEPOSIT Freespins bei dem Spiel "Winds of Wealth" von dem besagtem Casino erhalten. Dort habe ich 150 € gewonnen. Ich habe extra geschaut ob da ein Bonus aktiv ist oder die gewonnen Freespins in Bonusguthaben umgewandelt wurde. Keines von beiden traf zu, es stand ausdrücklich da, dass es sich um ECHTGELD handelt. Daraufhin spielte ich "Legacy of Dead" mit 1€ pro Drücker und hatte dort extremes Glück und hatte 72 Freispiele und 2000€ gewonnen. Daraufhin beantragte ich die Auszahlung. Einen Tag später kam die Nachricht vom Casino, dass die Auszahlung bzw. das Guthaben auf 50€ reduziert wurde. Dies ist meiner Meinung nach ein sehr unfaires vorgehen, da einfach willkürlich gehandelt wird, sobald man einfach einen höheren Betrag durch unglaubliches Glück gewinnt.

Dear Greyfairytayle,

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

I checked the casino terms and conditions and I found: https://www.wolfycasino.com/en/info/bonus-terms-and-conditions:

4. Bonuses that are with a no-deposit requirement have a maximum withdraw limit of 50€ or equal in other currency. Bonuses that come with a deposit requirement have no limits on withdrawals if not otherwise stated, but the deposited amount needs to be played through at least 4 times in order to prevent bonus abuse.

Was there any visual indication by the casino when the wagering of the bonus was complete or the bonus terms and conditions didn't apply anymore? Is your account verified?

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

Best regards,

Tomas

Hello Tomas,

Thanks for the answer. Yes, I found that clause as well. However, this was never shown to me as a bonus balance but as a "withdrawable amount" and was NOT linked to a bonus. I checked it out beforehand and then played "Legacy of Dead" and was looking forward to the huge prize. It was always available as REAL BALANCE and also as a WITHDRAWABLE AMOUNT at the same time. So in my opinion it is unfair cheating on the player, the casino is abusing their power and is extremely unfair towards the player. The casino must indicate to the player (at the latest when paying out) that only €50 is available for withdrawal in this case. On the other hand, the player's frustration is extremely high and is very unfair to the player. But that wasn't the case for me - the whole amount (€2050) was always there as a credit that could be withdrawn.

Regarding your question: Yes, I am verified there and have successfully paid out there several times.

Hallo Tomas,

danke für die Antwort. Ja diese Klausel hatte ich auch schon gefunden. Allerdings wurde mir das nie als Bonusguthaben angezeigt sondern als "abhebbarer Betrag" und war NICHT an einem Bonus geknüpft. Habe das davor extra geprüft und hab danach "Legacy of Dead" gespielt und mich auf den riesigen Gewinn gefreut. Es war immer als ECHTGELDGUTHABEN und gleichzeitig auch als ABHEBBARER BETRAG verfügbar. Daher ist es meiner Meinung nach unlauterer Betrug an den Spieler, das Casino begeht hier Machtmissbrauch und handelt äußerst unfair gegenüber dem Spieler. Das Casino muss dem Spieler anzeigen (spätestens bei der Auszahlung) dass nur 50€ in diesem Fall zur Auszahlung zur Verfügung stehen. Andererseits ist der Frust des Spielers extrem hoch und steht dem Spieler sehr unfair gegenüber. Aber das war bei mir nicht der Fall - der ganze Betrag (2050€) stand immer als Auszahlbares Guthaben da.

zu deiner Frage: Ja ich bin dort verifiziert und habe dort schon mehrere mal erfolgreich ausgezahlt.

Thanks for your patience, Greyfairytayle.

Do I understand correctly that after the wagering of the bonus was complete you resumed your play with 150€ (and not 50€)?

To your knowledge what was the lowest balance on your account after you continued playing with your win of 150€?

Yes exactly Tomas. I then continued playing with the €150, the lowest level was around €130 and then the big win of €2000 came.

Ja genau Tomas. Ich habe mit den 150€ dann weitergespielt, der niedrigste Stand war um die 130€ und dann kam der Große gewinn von 2000€.

Thank you very much, Greyfairytayle, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Greyfairytayle,

I am sorry to hear about your troubles.

In your case, the money was never capped, and there is a common practice that each no-deposit bonus has a maximum withdrawal limit.

Usually, when players finish the wagering, the money is transferred to real money; however, a maximum withdrawal limit of 50€ is still applied.

I am afraid that in this case the €50 is the maximum that you can get.

Yes, I understand everything - it's just super annoying because it was displayed as REAL MONEY BALANCE and not as a bonus balance, and such an extreme win is damn rare!

ja verstehe ich alles - es ist nur mega ärgerlich weil es als ECHTGELDGUTHABEN angezeigt wurde und nicht als Bonusguthaben noch dazu so ein extremer Gewinn verdammt selten ist !

I understand your frustration, and I would definitely suggest the casino automate the process and cap the winnings directly after players finish the wagering and convert bonus money to real money.

However, in this case, you played with €150 instead of €50, and because of that, you gained an unfair advantage. Therefore we need to reject your complaint, I am sorry.

Dear Greyfairytayle,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can here despite the unpleasant outcome - thanks for the help

Kann hier zu trotz unerfreulichen Ausgang - danke für die Hilfestellungen

Due to the aforementioned reasons, this complaint will now be rejected. 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.