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MrWin – Dispute over free spin winnings

Ruling

Found for the Casino - This player received a No Deposit Bonus as thanks for their historic play from MrWin Casino. MrWin have enforced the appropriate max win for this type of bonus.

Read our MrWin Casino Review.

Player's Complaint

Today i received an E-mail from MrWin stating i have 10 free spins on stickers because i had deposited in the previous 2 weeks .

I proceed to play and 'win' £150 . Completed the WR . All seems good . I request to withdraw £140 - 7 hours later the withdrawal is still pending (slow for them ) so i contact support via chat to ask how long it will take . Not a complaint as it's not that long really . I am told they will contact the relevant department .

I then cancel the withdrawal as i thought i ll play with £20 and keep the £120. When to process the withdrawal and this time it tells me that i have not met the requirements for wagering! Off i go to support and i am told i can only withdraw £50 for this is a No Deposit Free spins offer ! this was not mentioned in the email nor on the promotional part of the website.

Am i wrong in assuming getting free spins because i have deposited previously should not fall under the 'no deposit' because i have had to deposit to receive them just not on the actual day ! ?

i like this casino but this seems unfair to me. They have now blocked my account whilst they remove the remaining £90. Deeply unhappy about all of this.

Read the casino review

3 Responses

ThePOGG
Sep 03, 2018

Hi kdeacon78 - welcome to ThePOGG.com!

Unfortunately I don't think there's going to be anything we can do to help you here.

If you were enticed to deposit due to being offered free spins if you did, then yes this would not qualify as a No Deposit Bonus. However, what I think is more likely here is that the operator have contacted you AFTER your deposit an play and given you a reward for your play. If that's the case then this would be a No Deposit Bonus reward.

As to the MrWin bonus terms, this £50 limit is clearly listed in the Bonus Terms and Conditions:

"NO DEPOSIT FREE SPINS

The winnings from “no deposit” free spins have a wagering requirement of 35x and a maximum cash out of £50, that includes the winnings that comes from the money won from free spins. The same conditions apply to all general “no deposit” free spins that are not instantly connected to a deposit."

Let us know if you were enticed to deposit with the offer of free spins.

Thanks,

ThePOGG

kdeacon78
Sep 03, 2018

Hi ThePOGG,

Whilst i wasn't enticed by the offer . Nowhere on the offer on the promotions page or in the email communication does it state that it's 'no deposit' only does it say 'free spins' for having made a deposit. I clicked on the bonus t&c button and this just linked to the general terms and conditions.

Due to the wording of the offer i assumed that this following rule is what i was looking for :-

MAXIMUM WINNINGS RULE
Maximum winnings from bets made with free spins winnings is £5000, unless otherwise specified. This restriction does not apply to Progressive Jackpot wins.
Maximum winnings while using a cash bonus is £1000, unless otherwise specified. Any winning sum over that amount may be voided at Mr Win discretion.

why do they not use the words "no deposit free spins" on their promotions page and in the email ?

£90 being voided is one thing but for someone else that could be £900 or more due to them not being clear .

even if you cannot get my winnings refunded could you try to have a word with them about being clearer with what is and isn't a no deposit reward ?

Ad i told the casino themselves i feel misled.

Thanks

[EDIT]

ThePOGG
Sep 05, 2018

Hi kdeacon78,

By definition a bonus that you do not have to deposit to receive would be a "No Deposit Bonus". I appreciate your frustration as you feel that the previous deposits should be considered, but I can't agree with that. Your previous deposits were made without the offer of this incentive. The operator has offered you an extra reward for playing with them after the fact as a way of saying 'thank you'. This reward was added to your account without you having to make any deposit to receive it. With the greatest of respect, I simply do not feel that this is an issue where further clarification is required. In my opinion the average user is not likely to be unclear about the rules in this situation.

Sorry we cannot be of further help.

ThePOGG

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