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On August 2, 2025, I won €3,588.90 on "Fruit Party." Immediately afterward, I requested a withdrawal of €2,500. At that time, there were no violations of the Terms and Conditions or bonus terms. Only after the request did I continue playing with the remaining balance and thus entered the bonus area – this is where the alleged violations occurred. Nevertheless, my original withdrawal was canceled, even though it was legitimate.

Proof: Screenshots of the winning history and the canceled withdrawal are attached.

Ich habe am 02.08.2025 einen Gewinn von 3.588,90 € bei „Fruit Party" erzielt. Direkt danach habe ich 2.500 € zur Auszahlung beantragt. Zu diesem Zeitpunkt lagen keinerlei Verstöße gegen die AGB oder Bonusbedingungen vor. Erst nach dem Antrag habe ich mit dem Restguthaben weitergespielt und bin dadurch in den Bonusbereich gekommen – hier traten die angeblichen Verstöße auf. Trotzdem wurde meine ursprüngliche Auszahlung storniert, obwohl sie rechtmäßig war.

Beweis: Screenshots der Gewinnhistorie und der stornierten Auszahlung sind angehängt.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Woopwin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when exactly you activated a wager-free bonus? Could you please share the link for this specific bonus or a screenshot from your email if you received this bonus via email?
• When exactly did you request a withdrawal? Was your withdrawal request under review (pending) before you activated the bonus? 
• After being cancelled, was the money returned to your casino account? Did you play with them later?
• What's your real/bonus money balance at the moment?
• Can you specify the exact reason given by the casino for the cancellation of your withdrawal?
• Were there any specific terms or conditions mentioned by the casino related to the bonus play that you engaged in after your withdrawal request?

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.  

Best regards,

Natalia

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Dear kamplerlorenz1692,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru