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I deposit money and have a bonus that i complete ,the casino say i could not play more than 5 dollars at the roulette but still they let me win 3000 dollars and after they took it away ,because they say i play more than 5 dollars but the problem was that i didnt win all at the roulette was in differents games ,but it was easy for them to take all the money away ,just like that ,is really not fear and not honest from

them , mi really mad

Dear Yunailys,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.winwardcasino.com/en-FI/bonus-rules:

"Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

All the money was not from that bet and they took it all away not correct at all ,they could take away the amount that broke the roules but not all the amount from my account is steeling peoples money

Please remember that casino reserves the right to not only void any winnings but also decline a withdrawal.

How many times would you say you have bet over the limit? Ideally, please forward your game history to petronela.k@casino.guru. 

Can they send you my history play? ,i dont Know exactly but i play mucho more that that and was not all on the roulette ,they have no prouve to take all away

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

If you believe that you didn’t breach maximum bet rule, please try to request and forward your game history. Thank you in advance. 

Dear Yunailys,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.