Advice please, am i in wrong or the casino is

[Lizy888]

Hi everyone, 

 

I'm writing this because before I will launch a formal complaint in here, I would need little advice if I am not in my right to claim winnings or casino should acknowledge their software mistake. I will not name the casino yet where this incident happened since maybe I don't have any right to claim my winnings.

I have been playing in this casino for around a year now, and they give 10% rebate the following day on your losses. So I logged in 1 day and I had 4 eur on rebate and 10eur bonus money from the casino. The casino has a rule that first, you play with your real money (which includes also the rebate) and then it switches to bonus money. I played just for fun with the 4 eur and suddenly got lucky. I went up to over 30eur and then again down to 18 eur and decided to switch games. When I started new game suddenly my real cash was at 0 and I was switched to play with bonus money. I wrote to support straight away that this happened, but I didn't receive any answer. I was thinking that once they will answer it will be corrected. I didn't think much about it since casinos always fix their software glitches. I continued playing and got lucky again and went up to 100eur, but now when I switched games, the 100eur was counted on my bonus account, and suddenly by cash balance was back. Still, every new game I started I had to play with bonus money since it automatically did that. Then after playing a couple of hours, and winning one of the biggest wins in one of the games, I was up at 2400eur and decides to withdraw. When I withdraw I got KYC email, stating that I need to verify myself. I already did that some time ago when I was withdrawing last time, but for some reason, they said that I need to do it again. No problem and I sent them in my documents again. Then I got back a response, that since I was winning everything with bonus money, I can only withdraw 50eur, which is their policy when winning with bonuses. I totally understand that, but then I wrote this back to them, providing also all screenshots of playing history where this glitch happened, and NO ANSWER. So now I don't know what I should do, I haven't withdrawn that 50eur and my winnings of 2400eur have been deleted from my account. 
I really could use some advice if anyone has had experiences with similar situations. 

Ps! Also would like to point out that this glitch has happened many times before, but I really didn't care about it, since I never won before. But now suddenly getting lucky they are just ignoring me. 

[Afi4wins]

Hi Lizy, welcome to Askgamblers forum. 

 

First of all, cash rebates can either be real cash, with no wagering attached to them, or real cash but with a wagering attached, which is also usually accompanied by a max withdrawable amount on the initial cash rebate. In other cases, rebates are considered as bonus money, with the usual wagering requirements and max withdrawable amount limitations. I don't know which of the first two your cash rebate is.

 

Secondly, many casinos have a system whereby certain games cannot be played with real cash when a bonus is still active in the account (real cash balance would show zero). Whenever you play on such restricted games, only your bonus money would be seen in your account, and only this bonus money would be used for your play on that game. Hence, that 50 EUR max withdrawable limitation came into play when you tried to make a withdrawal from winnings gained from bonus money. The way I see it, this would be the most likely situation in your case.

 

You can name the casino, if you don't mind, so that the actual T&Cs and Bonus Terms can be checked for verification...or you can check this out for yourself and then confirm it here for us to know. 

[Lizy888]

Hi, 

 

Thank you very much for quick answer. Casino I am talking about is Wintika, and I went through their terms and conditions and as much as I understood the rebate money has no limits. Any additional info would be highly appreciated 

[Afi4wins]

Wintika is one of the several casinos offering GamesOS games, using the 1ClickGames platform. What this means is that it was predominantly a GamesOS casino, but added other game providers later on, but non-GamesOS games are separated into a different category or grouping. Non-GamesOS games can only be played with real money.

 

Yes, that 4 EUR rebate money was indeed real cash money, without any wagering requirement attached to it, but the casino was being very sneaky when they gave you that 10 EUR bonus! With a bonus attached to your account, your 4 EUR rebate money thus cannot be withdrawn - not until you have completed the wagering on that 10 EUR bonus money (99x wagering, if I'm not mistaken)! 

 

It is also stated in their Bonus Terms that the maximum allowable withdrawal for any winnings from bonus money is limited to 50 EUR.

 

Hence, there is simply no case for you to fight the casino...so sorry to say, Lizy. 

 

I have closed my accounts at ALL GamesOS casinos and I simply would not play at any of them either.

If you can play at other better casinos, please do so...unless you are in the US or Canada, or in some other countries that are not accepted by most casinos.

[cocopop3011]

A very sneaky trick by the casino indeed!!

[Afi4wins]

A very sneaky trick by the casino indeed!!

 

Yes indeed! A very sneaky trick that most players would not even be aware of the implications involved! 

 

Imagine if Lizy had won 2400 EUR from that 4 EUR rebate money, then all that 2400 EUR becomes eligible for withdrawal! But with a bonus sneaked in, the max withdrawal automatically becomes limited to a miserly 50 EUR! Sheesh! 

[pinnit2015]

There’s more and more casinos becoming a bit sneaky. I’ll review their terms for free and make recommendations to the appropriate regulator to have their licences revoked.

 

That situation above is simply predatory. And wrong.

[cocopop3011]

I've got to be completely honest here Afi until I read your reply I was trying to figure out how the max withdrawal was imposed just on the rebate so I think even I would have got tricked by the casino if this was me too! Didn't even think of the implications of the bonus money!

[Afi4wins]

I've got to be completely honest here Afi until I read your reply I was trying to figure out how the max withdrawal was imposed just on the rebate so I think even I would have got tricked by the casino if this was me too! Didn't even think of the implications of the bonus money!

 

Well, you definitely are not alone on this my dear. I'm sure lots more players would not even think of it either.

 

Unluckily for me, I have had this same experience a few times before, at different casinos. Very recently, I got caught in another similar situation, not exactly the same situation as at Wintika, but a sneaky trap nonetheless! Champagne Spins Casino unfinished bonus money wagering cannot be cancelled off or be forfeited, and therefore had to be carried forward into the free spins play, and then gets combined with the free spins winnings wagering! That becomes 2 wagerings combined into one, like it or not! Simply ridiculous! 

 

But of course, I cannot accept that and I didn't want that either, so I cancelled off the unfinished bonus wagering, which still had a huge amount left, but in doing so, my 100 unused free spins got cancelled too! What the argh! If I had known this earlier on, I wouldn't have deposited and taken up its welcome offer! 

[Lizy888]

Hi everyone, 

 

Thank you very very much for the feedback. I am still writing with them and will continue so until I will receive correct answers. So far they replied that they will give addition to my 50eur my cash balance before the account switched to bonus money, but that's just around 10eur. But I still haven't received any answer, why did it even switch to bonus money, since first, you play with your cash balance before the automatic switch happens. Also, they wrote to me in an email that not all games are allowed to play with bonus money, not the other way around. So it does not make sense why this switch happened. The games I played only were Playson, so I didn't even switch game provider.

This is exactly what they wrote:

On 26th of April you played bonus games and real money games (not all games are included in bonus game).


Thank you guys for taking time and helping me with this issue

[Afi4wins]

Well, at least the casino is doing the right thing for you Lizy - returning back your real cash balance after you had completed the wagering requirements on the bonus money. As for the games, it is quite clear to me that if you are playing on a restricted game, your cash balance would not show up, and you only get to play with your bonus money. This is a common thing at many other casinos, so there's nothing to worry about.

 

Nonetheless, just be thankful that Wintika is honest enough to pay you back all that is due to you and is not trying to cheat you in any way. 

[Johnnygotthebone]

One of my top three casinos EU, taxes me 3500 last year!!

 

Nothing U can do!

[cocopop3011]

Well, at least the casino is doing the right thing for you Lizy - returning back your real cash balance after you had completed the wagering requirements on the bonus money. As for the games, it is quite clear to me that if you are playing on a restricted game, your cash balance would not show up, and you only get to play with your bonus money. This is a common thing at many other casinos, so there's nothing to worry about.

 

Nonetheless, just be thankful that Wintika is honest enough to pay you back all that is due to you and is not trying to cheat you in any way. 

 

Yep agree that it's quite common practise not for cash balance only bonus balance to show in a restricted game. Not quite sure the OP weill get any other resultion to what's already been given.

[Harv_Carr]

I'd like to join Afi4wins' words, the casino acted according to their terms. But I can understand you, such a situation is definitely not a pleasant one. Still, if I got the whole story right, Wintika did their best to solve your problem, which shows them as a good and trustworthy gambling house. However, if you decide to switch to another online casino, try something provided by Microgaming or NetEnt. These brands operate quite long in the gambling industry and move forward providing their users with new games, products, and solutions. But, sure thing, pay closer attention at terms and conditions before playing