Woopwin Casino - Hráč si nemůže vybrat bonusové výhry.

I requested a payout of €200 on February 7th (of course after my bonus was implemented) and continued to play with the rest of my credit. At some point I was at 300 € on my account. On February 12th came an email from woopwin that my payout and my balance were canceled because I allegedly violated the bonus rule. There was an attachment to the email where a slot was noted. Looking through my history, I noticed that I hadn't played the slot listed at that time. I also have screenshots of it. I wrote to Woopwin several times but no reply

Ich habe am 7.2 eine auszahlung von 200€ angefragt(nazürlich nachdem meik bonus umgesetzt war) und mit mein rest guthaben weitergespielt. Irgendwann war ich dann bei 300€ auf mein konto. Am 12.2 kam dann eine email von woopwin das meine auszahlung und mein guthaben storniert werden weil ich angeblich gegen die bonus regel verstoßen habe. An der email war ein anhang wo ein slot drauf vermerkt ist. Bei durchsehen meines Verlaufes ist mir aufgefallen das ich den aufgeführten slot zu diesem zeitpunkt nicht gespielt habe. Ich habe auch screenshots davon. Woopwin habe ich mehrmals angeschrieben aber keine antwort

Dear Jessica,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you, please, specify which bonus you activated? Please, post here the link to that specific offer.

Also, would you be so kind as to forward me your whole game history starting from the point of activating the bonus?

If there is any other relevant communication between you and the casino, please forward it together with your game history to kristina.s@casino.guru or, alternatively, post it here.

Thank you in advance for your reply.

Best regards,

Kristína

I deposited €20 on 2.2 100% bonus. But it was already implemented on the 7th. Woopwin says that I should have played a slot on 8.2 that I didn't play at all

Ich habe am 2.2 20€ eingezahlt 100% bonus. Der war am 7ten aber schon längst umgesetzt. Woopwin sagt ja das ich am 8.2 ein slot gespielt haben soll dem ich garnicht gespielt habe

Thank you very much Jessica 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 Jessica,

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 Jessica,

 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 manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter