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Good afternoon, I made two deposits on the site today, both of €65.00. With the first deposit, I was given the option to accept or decline the bonus and I chose to decline it. However, I did not have this option with the second deposit and they credited me with a €32 bonus. After playing, I won about €2500. This money literally disappeared and in my account history, I found €2830.56 of canceled bonus!! How is this possible? My account balance is now 0. Where is the money? I hope you can help me find a solution. I tried contacting the casino, but they can't do anything and this situation seems really absurd! Screenshot attached

Buongiorno, ho effettuato 2 depositi sul sito oggi, entrambi di €65,00. Al primo deposito ho potuto scegliere se accettare il bonus o rifiutarlo e l'ho rifiutato, al secondo deposito non ho avuto questa opzione e mi hanno accreditato 32 euro di bonus. Dopo aver giocato ho vinto circa 2500€. Questi soldi sono letteralmente scomparsi e mi sono ritrovato sulla cronologia del mio account €2830,56 di bonus annullato!! Com'è possibile una cosa del genere? Il mio account adesso è a saldo 0. Dove sono i soldi? Spero possiate aiutarmi a trovare una soluzione. Ho provato a contattare il casino ma non possono fare nulla e questa cosa mi sembra veramente assurda! In allegato screenshot

Dear split380,

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

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

• Were these your only two deposits in the casino?
• have you completed the wagering requirement of the bonus and requested a withdrawal?
• Have you contacted the casino and asked for an explanation? Have you received a response?
• If there is any communication between you and the casino regarding the issue, please share it here in the form of screenshots or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Good morning, thanks for the reply. No, these were not the only deposits I made, the ones reported in the previous message are from today, I made several deposits months ago.

No, I had not yet met the wagering requirements nor requested a withdrawal, I do not have a screenshot of this. I have tried to contact the casino several times, but they keep telling me that they are sorry and that they can not do anything. Now I wonder how it is possible that they can not cancel an action with the ID number of the transaction. I am just trying to get that amount back and stay within their rules to be able to finish the betting rounds and make them become real money. I sincerely hope that you can help me, I remain active for any clarification. I also add that the cancellation of the bonus was referred to the € 32.3 bonus not the entire amount won.

Buongiorno, grazie per la risposta. No, non sono stato gli unici depositi che ho effettuato, quelli riportati nel messaggio precedente risalgono ad oggi, ho effettuato diversi depositi mesi fa.

No, non avevo ancora soddisfatto i requisiti di scommessa né tanto meno richiesto un prelievo, non ho lo screenshot di questo. Ho provato più volte a contattare il casino, ma continuano a dirmi che sono dispiaciuti e che non possono fare nulla. Adesso mi chiedo come sia possibile che non riescano ad annullare un azione con tanto di n°ID della transazione. Sto solo cercando di riottenere quella cifra e restare nelle loro regole per poter finire i giri di scommessa e farli diventare denaro reale. Spero vivamente che possiate aiutarmi, resto attivo per qualsiasi chiarimento. Inoltre aggiungo che l'annullamento del bonus era riferito ai 32,3€ di bonus non di tutta la somma vinta.

Good morning, any news? Thanks in advance

Buongiorno, novità? Grazie in anticipo

Thank you very much, split380, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you split380 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winsane Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thanks again for the reply, I would like to add that after I deposited the €65 and they credited me with the €32 bonus, the money I won I won with the €65. That is, the winnings I made of €2500.00, I made them after the first few spins, therefore using my credit first and not the bonus

Grazie ancora per la risposta, vorrei aggiungere che dopo aver depositato i 65€ e loro mi hanno accreditato i 32€ di bonus, i soldi che ho vinto li ho vinti con i 65€. Cioè la vincita che ho fatto di €2500,00, li ho fatti dopo i primi giri, quindi utilizzando prima il mio credito e non il bonus

Dear Casino Guru,

We appreciate the opportunity to clarify the situation.

Here are the specific details of the case:

The customer took the Weekday Reload 50% up to 250EUR on 21-10-2024 at 08:43:56 with a deposit of 65 EUR. The wagering requirements for this specific bonus are x30 for deposit + bonus, meaning a total of €2,925.00.

At the time of cancellation, the customer managed to wager only €838.50, which represents less than 50% of the total. Due to the fact that when the bonus was canceled, bonus funds were in the customer's account, and the system automatically deducted the remaining bonus balance of €2,830.56.

While the customer claims they did not intentionally cancel the bonus, the process requires confirmation from the customer's account, and this action can be done from the "My Bonuses" section, and the bonus was indeed canceled as per our system records. We understand, however, that mistakes can happen, and we always aim to provide a positive gaming experience for our customers.

Additionally, we would like to mention 3 point keys from our Terms & Conditions:

Section 23.6. A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@winsane.com. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

Section 23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

Section 23.17: If a player requests a withdrawal before meeting the wagering requirements, both the bonus and the associated winnings are voided, and only the remaining real funds, if any, will be paid to the player.

Best regards,

Winsane Support Team

But then excuse me, but voluntarily or involuntarily what reason would I have to throw away money like this?? Just one button to lose 2850 euros???! And how is it possible that it is irreversible??! It is unlikely. By the way, could I know where this money goes now that it is no longer mine?

Ma quindi scusate, ma volontariamente o involontariamente che motivo avrei di buttare via così i soldi?? Basta un tasto per perdere 2850 euro???! E come è possibile che sia irreversibile??! È inverosimile. Tra l'altro potrei sapere così dove vanno a finire questi soldi adesso che non sono più miei?

Dear split380, unfortunately, this is how bonus and bonus funds work industry-wide. It is quite a common rule that real money funds are used first and only then do you start wagering bonus funds. If your winnings were due to the result of bonus funds and you canceled your bonus, all bonus funds are therefore forfeited. It is an unfortunate mistake and I don't think we can help further as the casino acted according to their terms and conditions.

Dear Winsane Casino representative, would it be possible to show goodwill and return the player's deposit or at least offer a bonus as compensation for the player's mistake? Thank you in advance for your reconsideration!

Hello,

Thank you for the opportunity to have a proper response.

We understand, that mistakes can happen, and we always aim to provide a positive gaming experience for our players. Therefore, as a goodwill gesture, we have decided to reissue the initial deposit of 65 EUR. This is done with the intent of showing our empathy and commitment to ensuring player satisfaction.

We believe this action demonstrates our dedication to fair play and our desire to create a user-friendly experience, even when unintentional mistakes occur.

We hope this resolves the issue fairly and transparently.

Best regards,

Winsane Support Team

Thank you very much for the positive update Winsane Casino representative.

Dear split380, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Dear split380,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.