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Dear Sannelola,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update to my complaint:

The casino has now removed my entire €6,505 winnings and returned only my deposit (€150) without providing any valid proof of a bonus breach.

My gameplay history clearly shows that:

I had no active bonus (bonus balance was €0.00)

My entire balance was real money

I was allowed to make four withdrawal requests (possible only with real funds)

No bets are marked as bonus bets

No max bet violation is shown in the logs

The casino failed to provide the required gameplay logs, timestamps, or any evidence

My bet history remains intact and fully normal, with no violations indicated

The casino’s action of voiding my winnings without proof is in violation of Curacao licensing rules, which require clear logs and transparency for any alleged breach.

I request that CasinoGuru demands:

The full gameplay log

The exact timestamp of the claimed violation

The bonus status log proving I had an active bonus

The spin ID where the supposed breach occurred

Without this evidence, the voiding of my winnings is illegitimate.

Dear Sannelola,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Attila,

Thank you for your message.

Unfortunately, my withdrawal of €6,505 has not been received.

In fact, the casino has:

confiscated my entire winnings without providing any evidence,

returned only my initial deposit (€150),

and claimed a "bonus breach" without supplying any logs, timestamps, or spin IDs.

My gameplay history clearly shows:

I had no active bonus (bonus balance was €0.00),

all gameplay was done with real money,

I was allowed to submit four withdrawals,

and no bets were marked as bonus bets or max-bet violations.

The casino has not provided any proof to support their accusation.

There have been no positive developments on their side, and my funds remain confiscated.

Thank you for your assistance.

Kind regards,

*****

Dear Sannelola, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please share your bet history for the relevant period?
• Could you please send me a link to the promotion you have played with? Alternatively, you can attach a screenshot showing the bonus rules.
• Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Dear Attila,

Thank you for reviewing my case.

I have now provided screenshots showing my bet history for the relevant period, the bonus rules, and my full communication with the casino.

All supporting documents and screenshots have also been sent to you by email for your convenience.

The casino confiscated my winnings (€6,505) claiming a bonus max-bet violation, but did not provide any concrete evidence such as spin IDs, timestamps, or proof that a bonus was active at the time of the bets.

My balance showed €0.00 bonus balance, withdrawals were enabled, and multiple withdrawals were accepted before the winnings were later voided.

I am happy to cooperate further if any additional details are needed.

Kind regards,

*****

Dear Attila,

I would like to provide an update to my complaint.

I have now received a response from WoopWin Casino (screenshot attached). However, the casino did not provide any concrete evidence to support their claim of a bonus max-bet violation.

Their response only refers me to general Bonus Terms and their Privacy Policy, without supplying:

– any specific spin IDs,

– timestamps of the alleged violation,

– or proof that a bonus was active at the time of the bets.

As previously stated, my account showed a €0.00 bonus balance, withdrawals were enabled, and multiple withdrawals were accepted before my winnings were later confiscated.

I have formally requested specific evidence from the casino again and am awaiting their response.

Kind regards,

*****

Dear Sannelola, thank you for your response, I can confirm that I have received you email.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Dear Attila,

Thank you for your clarification.

I have now formally requested my complete game history directly from the casino in a downloadable format (Excel / CSV / PDF), covering the period from bonus activation until the confiscation of my winnings.

As soon as the casino provides this data, I will forward it to you immediately.

Kind regards,

*****

Dear Sannelola, thank you for your response.

Do you have any updates for us? Have you received a reply from the casino?

Dear Attila,

Thank you for checking in.

At this moment, I have not yet received any reply from the casino regarding my request for the complete game history in Excel/CSV format.

I have sent the request to WoopWin and am currently awaiting their response. As soon as I receive any data or communication from the casino, I will forward it to you immediately.

Kind regards,

*****

his is the first time the casino provided specific timestamps.

If the bonus was active, this was not clearly indicated, and withdrawals were allowed.

Dear Sannelola, thank you for your response. Could you please confirm whether the welcome bonus mentioned by the casino was active at the time of your bets?

If so, was the bonus claimed by you or has it been granted automatically?

Thank you in advance for your response.

Best regards,

Attila G.

Dear Attila,

Thank you for your message.

Regarding your questions:

I did activate the Welcome Bonus (or it was automatically added as part of the registration process). However, at the time I placed the bets in question, there was no clear indication on my account that a bonus was still active.

My account showed:

€0.00 bonus balance

gameplay was deducted from real balance

withdrawals were enabled and accepted

no warnings were displayed regarding an active bonus or maximum bet restrictions

no bets were marked as "bonus bets"

Based on the information available to me as a player, I reasonably believed that the bonus had already been completed and that I was playing with real money under normal conditions.

If the casino considers the bonus to have still been active at that moment, this was not clearly or transparently communicated, which is the core issue in this dispute.

Please let me know if you need any further clarification.

Kind regards,

Dear Sannelola,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Sannelola, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Woopwin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and what is the issue with the bonus wagering? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the 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’ which may negatively affect its rating.

Hey guys,

After reviewing the account activity, it has been confirmed that Welcome Bonus 1 was active at the time of the bets.

The bonus was activated on 24.11.2025 at 22:16 CET and completed on 25.11.2025 at 07:47 CET.

During this active bonus period, bets exceeding the allowed limit were placed, including multiple €10 bets starting at 07:18:42 CET and a €1,350.00 bet at 07:46 CET on 25.11.2025.

When a bonus is active, this is clearly visible in the Cashier → Balances section, where the bonus balance and wagering progress are displayed.

Under Woopwin Casino’s Bonus Terms & Conditions, a maximum bet of €5 applies during an active bonus. These bets therefore constitute a clear violation of the bonus rules, and the casino is entitled to void the winnings derived from this play.

BR,

W

Dear Woopwin Casino, thank you for the detailed explanation. Would it be possible to e-mail me (matej.l@casino.guru) the aforementioned cashier history and gameplay log, that confirms the statement above? No sensitive data or attachments will be shared or forwarded, and are purely for internal investigation purposes. Thank you very much.

We would like to ask the 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’ which may negatively affect its rating.

Dear Sannelola,

Seems like the casino is no longer interested in mediating this dispute, and to this day I have not received any evidence backing up their original statement. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej