Casino Winner - Canceled withdrawal

Ruling

Resolved - Both the submitting complainant and Casino Winner have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Hello,

2 days ago I deposited €50 without bonus. It went very well and after a few hours I got €600. Suddenly I got free spins from casino winner because I wagered €500. I accepted the free spins and played them but it wasn’t a lot. The spins were €0,20 each. The day after I played a little bit more and finished with total €1000. I was so happy because I lt was a long time ago since I won that amount, so I withdrawed the amount of €1000. My verification was approved months ago so nothing could go wrong I thought...

The next day I looked on my acount and saw that my withdrawal was canceled and my amount of €1000 was reduced to €50 the amount I deposit, the rest was gone.

I contacted live support and after investigating my account he told me I didnt kept me at the terms considering section 12. I didnt understand because I didnt even deposit with a bonus, I just got them from casinowinner suddenly...

Now they won’t pay me out and he says: However you have used the same device to play and that is agains out terms...

I allways play on my own laptop and mobile and have no duplicate acounts or something. I play often at my best friends place, he also have an acount on casinowinner but the wasnt playing the same time of accepted a bonus..

I don’t know what to do now, if I knew this before I would never played that free spins. The winnings of those free spins have no connection of my winnings bacause I allready had a lot of money before I played the free spins.

Obviously is was never my intention to break any of the terms and conditions.

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6 Responses

ThePOGG

February 21, 2020

Hi caliehalie - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG

February 21, 2020

Hi caliehalie,

Thanks for your email. Have both you and your friend claimed a welcome bonus?

Thanks,

ThePOGG

caliehalie

February 21, 2020

We did claimed the first welcome bonus like a year ago maybe longer, but that was not on the same IP address.

caliehalie

February 21, 2020

But my friend had a withdrawal 2 months ago over €2000 euro’s and that went through correct, so that is the weirdest part

caliehalie

February 24, 2020

Hello, after a lot of mails sending over, they have funded my money back. So your help is not needer anymore!

I want to thank you for your help! This topic can be closed!

ThePOGG

February 25, 2020

Hi caliehalie,

The operator has informed us of the same. Thanks for letting us know - it is appreciated!

ThePOGG