Wanted Win Casino – generel debat (side 2)

Hi Jaroslav,

I just wanted to give you a short update regarding my case with Wanted Win.

The complaint has now been reopened, reviewed again, and Casino Guru has confirmed that the retroactive application of the max‑win limit was unfair and that I am entitled to the full amount of the winnings that were voided.

I wanted to mention this because your initial reply in the forum had almost discouraged me from submitting a complaint at all.

I fully understand that you cannot know every detail of every case, but your message sounded quite definitive, and in hindsight the situation turned out to be very different.

Please don’t take this as criticism — rather as feedback.

Players who are unsure or confused about a situation might need a bit more encouragement to open a complaint, especially when the case is unusual or complex.

Thank you for your time and for the work you do.

Best regards,

Andreas

I’ve been following your case, and I’m glad things have finally moved forward in your favor. Based on what you described earlier when we were talking, the case seemed pretty clear to me. I think I actually told you at the end to file a complaint, so I wasn’t discouraging you from doing so, but what you sent and the other player’s complaint weren’t exactly the same as yours. 

In any case, since I don’t handle complaints, it’s possible that I might miss something that would be unfair to a player or something like that. That’s why I always tell players to file a complaint, which is what you did, so you did the right thing. 

So I apologize if I somehow gave you the impression that you didn’t stand a chance, and you showed me that wasn’t true. 

I’ll probably be more careful in these situations from now on.

My case was closed and I selected to reopen it and even emailed the person handling my case and still no reply. Another person with the exact same complaint as mine was able to get their money but mine was just closed stating that the bonus terms conditions about the 10x times rule. The other complaint was found to be even though there terms and conditions state the max cash out at 10x it’s against the fair play badge awarded to the casino as only after I played through the bonus and my balance grew to $20,000 that they took away my excess winnings which is stated as unfair by casino guru. I don’t understand how two cases that are exactly the same thing one gets solved and mine gets rejected. Please look into this

I understand why the different outcomes seem inconsistent to you, especially when the other complaint appears to involve the same cashout rule.

Sometimes complaints can look identical from a player’s perspective, but a small difference in the bonus conditions or how and when a restriction was applied can affect whether one is resolved and another rejected.

Your complaint has now been reopened, so for now, please focus on your own case and give the assigned specialist time to review it. Whatever the outcome, the team will explain the reasoning behind its conclusion so you can understand how it applies to your situation.