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Hi there,

I did absolutely nothing wrong, I used a 100% deposit bonus and played just like normal. I haven't bought any bonus games or done anything wrong. We are accused of having played a blocked slot while I was playing with a bonus ( how is that supposed to work ) my withdrawal was canceled and my 2000 euros removed from the account.

Hallo,

ich habe absolut nichts falsch gemacht, Ich habe einen 100% Einzahlungbonus verwendet und ganz normal gespielt. Ich habe keine Bonusspiele gekauft noch sonst was falsch gemacht. Wir wird vorgeworfen während ich mit einem Bonus gespielt habe eine gesperrte Slot gespielt zu haben ( wie soll das gehen ) meine Auszahlung wurde storniert und meine 2000 Euro vom Konto entfernt.

Dear DerKoenig,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering.

Could you please advise if it was your first redeemed bonus in this casino?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

Hi there,

you cannot play blocked games with active bonus on the site. You then have no credit in the slot. I used a 100% deposit bonus and wagered it completely. After that I played Razor Shark in the locked slot. I had already wagered my bonus and it is no longer blocked because it was all raw money.

The casino has now removed my 2k from the account and emailed me that I broke the terms and sent me my bet history as proof where all you can see is that I played Razor Shark.

As you wrote above it sounds to me like a standard way to scam people and not have to pay out money.....

Hallo,

man kann auf der Seite gesperrte Spiele nicht mit aktiven Bonus spielen. Man hat dann kein Guthaben in der Slot. Ich hatte einen 100% Einzahlungsbonus verwendet und diesen komplett umgesetzt. Nachdem habe ich dann in der gesperrten Slot Razor Shark gespielt. Ich hatte ja auch meinen Bonus schon umgesetzt und es ist ja dann auch nicht mehr gesperrt das es ja dann alles Raw Money war.

Das Casino hat nun meine 2k vom Konto entfernt und mir per Mail geschickt dass ich gegen die Terms verstoßen habe und mir als Beweis meine Bet History geschickt wo man halt nur sieht das ich Razor Shark gespielt habe.

Wie Sie es oben schon geschrieben haben klingt es für mich wie eine Standard Methode um Leute zu betrügen und kein Geld auszahlen zu müssen.....

I checked the whole thing again and apparently you can still play the slot with a bonus.

Why is that even possible if you have a bonus?

Those were still the last few euros that had to be wagered for the bonus that I earned in the slot. Then why can't you meet the player to let him win? I got all the winnings I wanted to withdraw from an unlocked slot and lost everything else too. So I didn't receive any winnings from the "locked" slot and as I said, these were also the last few euros that had to be wagered in order to wager the bonus 100%

Ich habe das ganze nochmals geprüft und man kann die Slot anscheinend doch mit Bonus spielen.

Wieso ist das dann überhaupt möglich wenn man einen Bonus hat?

Das waren trotzdem die letzten paar Euro die umgesetzt werden mussten für den Bonus welche ich in der Slot erspielte. Wieso kann man dann dem Spieler nicht entgegen kommen um ihm seine Gewinne lassen? Ich habe alle Gewinne welche ich auszahlen wollte aus einer nicht gesperrten Slot erhalten und alles andere auch verloren. Ich habe also keinerlei Gewinne aus der "gesperrten" Slot erhalten und wie gesagt waren das auch die letzten paar Euro die umgesetzt werden mussten um den Bonus 100% umzusetzen

Dear DerKoenig,

As I mentioned above, the casino should lock the games from the players and not to void their balance once they breach this specific bonus term. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Hello DerKoenig,

I looked at your complaint and will do my best to help you. I would like to invite Woopwin Casino into this conversation. Casino, can you please specify why did you confiscate the player's bonus winnings?

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact the Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.