Wanted Win Casino - Spillerens gevinster er blevet konfiskeret.

Hello,

I am submitting a complaint against WantedWin Casino.

I completed the wagering requirements of my bonus. After wagering was finished, I continued playing for several hours and my balance increased significantly above the 10× bonus limit. The casino did not warn me, restrict my play, or apply any limitation during this time.

Only when I requested a withdrawal (few thousand euros) did the casino reduce my balance by over €11,000 a few hours after my first withdraw. I do not have screenshots because all relevant information is stored on the casino’s servers, and I have already requested a full data export from them.

This is unfair for the following reasons:

• The wagering was already completed.
• I played for hours above the limit, meaning I had a real risk of losing everything.
• The casino allowed all gameplay and only intervened when I attempted to withdraw.
• Retroactive enforcement of bonus limits is considered unfair by industry standards.
• The casino did not provide any warning or automatic restriction. Means i could have lost all and they had no risk.

I request Casino Guru’s assistance in resolving this issue and restoring my rightful winnings.

Thank you.

Andreas ****

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wanted Win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• How were you notified about the wagering of the bonus being completed?
• Were your winnings capped as a result of the wagering of the bonus being completed? What was your balance at the time the wagering of the bonus was complete?
• How much did you deposit, and how much was the bonus contribution awarded by the casino? Were any free spins awarded to you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I would like to give an important update regarding my complaint.

After I pointed out the contradictory statements to the casino and demanded an explanation for the missing €11,200, the casino has now closed my account without resolving the outstanding financial dispute and without informing me of the closure. (I have already forwarded the letter and the account history.)

The closure occurred immediately after I set a 48-hour deadline.

The casino can continue:

No transaction can be submitted to justify the reduction of €11,200.

fail to specify a clear contractual basis

fails to provide a consistent explanation (the statements contradict each other)

Closing an account during an ongoing financial dispute is extremely unprofessional and raises additional questions about the casino's transparency and fairness.

I would therefore like to inform you about this new circumstance, as it is relevant for the assessment of the case.

Hallo,

ich möchte ein wichtiges Update zu meiner Beschwerde geben.

Nachdem ich das Casino auf die widersprüchlichen Aussagen hingewiesen habe und eine Erklärung für die fehlenden 11.200 € gefordert habe, hat das Casino nun mein Konto geschlossen, ohne den offenen finanziellen Streit zu klären und ohne mich über die Schließung zu informieren. (Das Schreiben und den Verlauf hab ich bereits weitergeleitet)

Die Schließung erfolgte unmittelbar nachdem ich eine 48‑Stunden‑Frist gesetzt habe.

Das Casino kann weiterhin:

keine Transaktion für die Reduktion von 11.200 € vorlegen

keine klare Vertragsgrundlage nennen

keine konsistente Erklärung liefern (die Aussagen widersprechen sich)

Ein Konto während eines laufenden finanziellen Konflikts zu schließen, ist äußerst unprofessionell und wirft zusätzliche Fragen zur Transparenz und Fairness des Casinos auf.

Ich möchte Sie daher über diesen neuen Umstand informieren, da er für die Bewertung des Falls relevant ist.

Hello,

I would like to add one important regulatory point that is relevant to the assessment of my case:

The casino operates under a Curaçao license. Since 2023/2024, the Curaçao Gaming Authority (CGA) has aligned its regulatory framework with international standards (MGA, UKGC, EU consumer protection). These standards require a strict separation between bonus funds and real money funds. Bonus terms may only affect bonus‑derived winnings, and win limits cannot be applied to real‑money balances.

Since my bonus was fully completed at 7:58 PM and my balance was converted to €488 real money, all subsequent winnings (up to €13,200) are purely real money winnings. Furthermore, the MGA, CGA, UKGC, and EU require a strict separation of bonus and real money.

Applying the Max-Win rule to real money winnings 20 hours after the bonus ends is not compliant with these standards.

I therefore request a renewed review taking these regulatory requirements into account.

Thank you.

Hallo,

ich möchte noch einen wichtigen regulatorischen Punkt ergänzen, der für die Bewertung meines Falls relevant ist:

The casino operates under a Curaçao license. Since 2023/2024, the Curaçao Gaming Authority (CGA) has aligned its regulatory framework with international standards (MGA, UKGC, EU consumer protection). These standards require a strict separation between bonus funds and real‑money funds. Bonus terms may only affect bonus‑derived winnings, and win limits cannot be applied to real‑money balances.

Da mein Bonus um 19:58 vollständig abgeschlossen war und mein Guthaben auf €488 Echtgeld umgewandelt wurde, sind alle späteren Gewinne (bis €13.200) reine Echtgeldgewinne. Und es wird seitens MGA, CGA, UKGC, EU eine strikte Trennung von Bonus und Echtgeld verlangt.

Eine Anwendung der Max‑Win‑Regel 20 Stunden nach Bonusende auf Echtgeldgewinne ist nicht konform mit diesen Standards.

Ich bitte daher um erneute Prüfung unter Berücksichtigung dieser regulatorischen Vorgaben.

Vielen Dank.

Dear Gaming1993,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Gaming1993,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Wanted Win Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Wanted Win Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Kubo,

We would like to clarify that the situation is fully governed by the Bonus Terms and Conditions accepted by the player during registration and upon claiming the "First Deposit Bonus 100% + 100 FS" promotion.

The winnings in question were generated through gameplay originating from bonus participation. While the player completed wagering requirements, this does not remove the applicability of the maximum winnings rule defined in the promotion terms.

The applicable rule clearly states:

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

Based on this rule, all balance funds connected to the bonus remain subject to the maximum cashout limitation until the withdrawal is processed. The player continued gameplay without withdrawing the balance, therefore the balance remained subject to the applicable promotional limit throughout the entire period.

The applicable maximum winnings amount for this promotion was €2,000, which equals 10x the bonus amount received.

Regarding withdrawals, the player’s withdrawal requests were processed in two separate €1,000 payments.

As a result, the player successfully received the full maximum amount permitted under the promotion terms, totaling €2,000.

For these reasons, we maintain that the balance adjustment and payouts were processed correctly and in accordance with the accepted Terms and Conditions.

Best regards,

WantedWin Casino Team

Hello Kubo,

I just wanted to quickly check if you need anything else from me, as the deadline is approaching.

Regarding the casino's response, I would simply like to point out that it fails to address any of my key points (lack of proof of the deduction, contradictory statements, account closure during the open case, incomplete data, etc.). Instead, they again exclusively quote a passage which, according to its wording, only applies to winnings from cash bonuses. Since my balance had already been fully converted into real money at that point, this rule is not applicable.

Additionally, it is noticeable that the casino has not provided any technical transaction documentation for the deduction. This suggests—as has been documented in other cases involving the same operator (StayPartners)—a retroactive manual reduction. Such a procedure is considered unacceptable practice throughout the industry.

Thank you.

Hallo Kubo,

ich wollte kurz nachfragen, ob Sie noch etwas von mir benötigen, da die Frist bald endet.

Zur Antwort des Casinos möchte ich nur anmerken, dass sie auf keinen meiner zentralen Punkte eingeht (fehlender Nachweis des Abzugs, widersprüchliche Aussagen, Kontoschließung während des offenen Falls, unvollständige Daten usw.). Stattdessen wird erneut ausschließlich eine Passage zitiert, die sich laut Wortlaut nur auf Gewinne aus Bargeldboni bezieht. Da mein Guthaben zu diesem Zeitpunkt bereits vollständig in Echtgeld umgewandelt war, ist diese Regel nicht anwendbar.

Zusätzlich fällt auf, dass das Casino keinerlei technische Transaktion für den Abzug vorlegt. Das deutet — wie auch in anderen Fällen desselben Betreibers (StayPartners) dokumentiert — auf eine rückwirkende manuelle Reduktion hin. Eine solche Vorgehensweise gilt branchenweit als unzulässige Praxis.

Vielen Dank.

Hello Gaming1993,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Wanted Win Casino,

Thank you for your explanation.

Could you please clarify whether the player received any notification after completing the wagering requirements for the bonus in question, informing him that the bonus rules would remain in effect despite the bonus no longer being active?

Thank you.

Dear Kubo,

Thank you for your question.

We would respectfully clarify that the applicability of bonus conditions is determined by the Bonus Terms and Conditions governing the promotion and not by the presence or absence of any additional system notification.

The Bonus Terms applicable to this promotion explicitly stated:

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

The wording of the rule clearly establishes that completion of wagering requirements does not, by itself, remove the applicability of the maximum winnings provision.

As such, the relevant balance remained subject to the maximum winnings limitation in accordance with the Bonus Terms accepted by the player.

For this reason, the subsequent balance adjustment was performed strictly in line with the applicable promotional terms.

Kind regards,


WantedWin Casino Team

Hello Kubo,

To clarify: After completing the wagering requirements, I received no information that a profit limit would still apply, and the balance was displayed as real money.

I was then able to continue playing for more than 20 hours without restrictions and repeatedly increase my balance beyond the alleged limit without the system intervening.

This meant that during this period I faced virtually unlimited risk of both increasing my balance and losing it completely.

Thank you.

Best regards

Andreas

``

Hallo Kubo,

zur Klarstellung: Nach Abschluss der Umsatzbedingungen habe ich keinerlei Information erhalten, dass weiterhin ein Gewinnlimit gelten würde, und das Guthaben wurde als Echtgeld dargestellt.

Ich konnte anschließend über mehr als 20 Stunden hinweg ohne Einschränkungen weiterspielen und mein Guthaben wiederholt über das angebliche Limit hinaus erhöhen, ohne dass das System eingegriffen hat.

Damit bestand für mich während dieses Zeitraums faktisch ein uneingeschränktes Risiko, das Guthaben sowohl weiter zu erhöhen als auch vollständig zu verlieren.

Vielen Dank.

Mit freundlichen Grüßen 

Andreas

``

Hello Everyone,

Please accept my apologies for mistakenly closing the complaint as rejected. The issue has now been corrected, and the complaint has been reopened.

Dear Wanted Win Casino,

Thank you for your explanation.

We acknowledge and understand your bonus mechanics, and we agree that it is generally standard practice for bonus rules to remain applicable while a withdrawal is being processed or until the relevant bonus-related conditions are fully met.

However, from our perspective, applying a maximum bonus winnings cap after the bonus has already been wagered, and only once the player’s balance has increased significantly through further gameplay, may be considered unfair. In our view, such limitations should be enforced in a transparent and systematic way.

Since your casino holds a Casino Guru Fair Badge, we believe you should already be familiar with our position on this matter. Maximum bonus winnings limits should ideally be applied automatically once the wagering requirements are completed, even if a withdrawal threshold has not yet been reached. Alternatively, if your position is that bonus winnings must be withdrawn before any further gameplay is allowed, then continued gameplay with those funds should be technically restricted.

Applying the cap retroactively after a longer period of gameplay, once the player has accumulated a significant balance, is not aligned with a fair and pro-player approach. In such circumstances, the player may reasonably believe that the bonus conditions have already been fulfilled and that the remaining funds are available for normal gameplay.

Therefore, in light of the above, we maintain our position that the retroactive application of the maximum bonus winnings cap to funds that should have already been transferred to the real-money balance is unfair. As a result, we believe the player is eligible to receive all winnings that were subject to forfeiture.

Thank you for your understanding. We look forward to your response.

Dear Kubo,

Thank you for your detailed feedback and for outlining your perspective regarding the application of maximum bonus winnings limits.

We fully acknowledge and respect recommendations concerning bonus design and understand your preference for automated enforcement mechanisms immediately upon wagering completion.

However, we would respectfully distinguish between recommended industry practices and the specific Bonus Terms and Conditions governing this case.

The relevant Bonus Terms explicitly stated:

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

This wording clearly establishes that the maximum winnings limitation continues to apply after wagering completion and remains effective until the relevant balance is withdrawn.

Accordingly, the player's balance did not convert into unrestricted real-money funds immediately upon completion of the wagering requirement. The applicable Terms expressly provide that, until withdrawal processing occurs, the balance remains subject to the maximum winnings provision.

We understand the view that automated enforcement at the point of wagering completion may provide greater clarity to players. However, we respectfully submit that the absence of such a technical implementation does not invalidate the underlying Terms and Conditions, nor does it render their application unfair where the applicable rules clearly describe the lifecycle of bonus-related funds.

Similarly, while restricting further gameplay after wagering completion may represent one possible product design approach, it is not the only operational model used within the industry.

Our bonus mechanics are designed around the principle that bonus-related balances remain subject to the applicable promotional restrictions until withdrawal processing is completed, as expressly communicated within the Bonus Terms.

The key consideration, in our view, is whether the relevant restriction was clearly stated and applicable at the time of participation.

In this case, the player participated in a Welcome Package bonus, a category explicitly covered by the maximum winnings provision, and the applicable rule remained unchanged throughout the entire promotional lifecycle.

Therefore, we maintain that the balance adjustment was performed in accordance with the Bonus Terms accepted by the player.

Best regards,

WantedWin Casino Team

Dear Wanted Win Casino,

Thank you for your response and for the detailed explanation of your position.

I understand that your decision is based on the principle that the rules written in the Terms & Conditions apply as stated. However, as you know, Casino Guru is not an ADR body, and our assessment is not limited solely to whether a casino has followed its own Terms & Conditions. We also evaluate the overall quality, fairness, and practical impact of those terms.

Some terms directly contradict Casino Guru’s Fair Gambling Codex and our applied policies and procedures, and their mere presence in the official Terms & Conditions may negatively affect a casino’s Safety Index. Other terms fall into what we consider a grey zone. In such cases, the existence of the term alone may not affect the rating, but applying it against players can still be considered unfair and may significantly change our approach to the casino review.

Your casino holds Casino Guru’s Fair Badge. As you know, this badge cannot be maintained if a casino applies unfair rules against players or has an unresolved complaint.

To put it simply, we acknowledge that the rule was clearly stated in the Bonus Terms & Conditions and that the casino acted transparently in this regard. However, from our perspective, this does not make the rule fair when it is applied against the player in this way.

The player completed the wagering requirements with a balance of €488.96. If the player had withdrawn the full balance and deposited it back immediately, or perhaps even submitted a withdrawal request and then cancelled it, the cap would have been triggered anyway, correct? Once the player completed the wagering requirements in line with the bonus rules, the bonus balance should have been converted into real money, and the player should then have been free to continue playing or withdraw the accumulated winnings.

Therefore, the key consideration for us is not whether the restriction was clearly stated and technically applicable at the time of participation, but whether the restriction itself is fair when enforced. In our view, and as explained several times, it is not.

For this reason, we must respectfully disagree with your decision and ask you once again to reconsider it in the spirit of a fair and pro-player approach.

Thank you for your understanding. I look forward to your response.

Dear Kubo,

We have provided a detailed response regarding this case directly via email.

Could you please review the information we have submitted and let us know if any additional clarification is required from our side?

We remain available should you have any further questions.

Kind regards,

WantedWin Casino Team

Dear Wanted Win Casino,

I have responded to your email and am currently awaiting your reply.

Thank you for your cooperation.

Dear Kubo,

Thank you for your time.

We would like to let you know that we have sent our response to your email address.

When you have the opportunity, we kindly ask you to check your inbox and review it.

Thank you in advance.

Kind regards,

WantedWin Casino Team

Dear Wanted Win Casino,

I have reviewed your message and escalated the matter internally. We will assess your position and respond accordingly.

Dear Gaming1993,

I apologize for the delay. I have been trying to respond to your email, but an issue with our mail server caused my messages to bounce back every time. However, my latest message appears to have been delivered successfully.

I will update you regarding the next steps as soon as possible.

Thank you for your patience.

Hello Kubo,

I wanted to politely ask for a brief update on the current status.

As far as I can see, the timer set by Casino Guru has already expired twice. Since the last update was that the case was being reviewed internally, I wanted to inquire whether there are any updates or an approximate timeframe for further processing.

Thank you very much for your efforts and your support.

Best regards

Andreas

Hallo Kubo,

ich wollte höflich nach einem kurzen Update zum aktuellen Stand fragen.

Soweit ich sehen kann, ist der Timer seitens Casino Guru inzwischen bereits zweimal vollständig abgelaufen. Da die letzte Rückmeldung war, dass der Fall intern geprüft wird, wollte ich mich erkundigen, ob es hierzu bereits Neuigkeiten oder einen ungefähren Zeitrahmen für die weitere Bearbeitung gibt.

Vielen Dank für Ihre Bemühungen und Ihre Unterstützung.

Mit freundlichen Grüßen

Andreas

Dear Kubo,

We have provided a response via email. Could you please check it?

Kind regards,

WantedWin Casino Team

Hi Kubo,

I just wanted to let you know that I have received the full refund of €11,200 today.

Thank you so much for your support, your patience, and your persistence throughout this entire case. I truly appreciate everything you’ve done.

Best regards,

Andreas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gaming1993,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo