My Win 24 Casino - Spillerens gevinster konfiskeret på grund af påstået overtrædelse af bonusvilkår.

Hi

I have an account at mywin24.com. I have deposited 50 EU and my final balance was 131 EU. Then I had a email from casino

- "We are sorry to inform you that you have violated the terms of the bonus you claimed recently. The following violations have been found:

- using bonus funds purely to progress through the bonus stages and then final stages completed with cash bets when bonus funds have been released or forfeited and/or reaching a bonus feature, exiting the game to later go back and play the feature." And they took from my balance 81 EU.

I declare that I didn't use "bonus funds purely to progress through the bonus stages and then final stages completed with cash". Even more my bonuses where turned off and I didn't have a chance to play with bonus funds long ago. There where some games from those I played that had progress feature but this guys don't even tried to check if progress where made from real money or bonus fund. If they check they will see that progress was from real money. I claimed them to revise but they don't answer. Amount is not big, but I don't like such tipe of behaviour and I will achieve justice.

Dear nukzar557,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you were accused of delaying bonus rounds?
• Was it your first redeemed bonus in this casino?

If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Yes, something like violation of bonus therms. It was not my first withdrawal. I have played many times using bonus funds, and lost. However several months I didn't have reload bonuses anymore and I played with real money having lost and won. But this time casino took from my balance an amount speaking about bonus violation. I will send game history.

Thanks fot your help.

Hi nukzar557,

Based on the casino's explanation for confiscating your winnings and returning only your last real money deposit, I initially thought you had played with an active bonus. However, after reviewing the forwarded game history, it's evident that no bonus was active. As a result, the reason for voiding your winnings remains unknown.

• Is there any additional communication or relevant information that could assist us in understanding the issue?
• Can you confirm whether your account was successfully verified in the past?

Thank you.

Hello. Casino's "reason" was not exactly playing with active bonus, but their reason is citation grom their rules that I first played with active bonus progressing some available games then returned to play with real money. But i did not have bonus option long time and if there where any games that had progress feature they where played (before) by real money- not bonuses.

Confirm identity option at my profile "Not required". However I am ready to give all docs or photos required

Thank you very much, nukzar557, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you nukzar557 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask My Win 24 Casino for their help in resolving this complaint. We would like to know why were the player's winnings subject to a bonus terms violation if no bonus funds were used.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the EADR – an alternative dispute resolution service (https://eadr.org/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter