Complaint #2 CasinoWilds

Unfair confiscation of winnings

By ravrok

9 years ago

I have been playing regularly on CasinoWilds in the last three months. They changed their bonus
rules about 3-4 months ago. Now real money and bonus money are separately on players' accounts.
If player wins with real money, he can just forfeit the bonus and withdraw the winnings. I read
their bonus terms, but was unsure if there is max bet when playing with real money. Their customer
service answered that max bet rule does not apply when playing with real money. Every time I
claimed a bonus, I first bet 7.5e-10e on slots with real money. If I lost real money, I changed
my bet size to the maximum bet allowed (or less). If I had some nice winnings with real money,
I forfeited the bonus and withdrew winnings. This happened 8 times in the last three months.
Winnings were paid fast.

Well, this week I got email that I have broken their bonus T&C. I had won about 400EUR with real
money and forfeited the bonus. I was very surprised, I thought that I accidentally didn't have
noticed that there was no more real money left and bet too much on bonus money. No, I hadn't
touched the bonus money - now they just had started to interpret their rules differently, without
noticing players! Max bet rule now applies too when playing with real money (the rule itself on
T&C hasn't changed).

Why I consider confiscation of my winnings unfair:
1) Their customer service gave wrong information
2) I played 3 months without problems with that information
3) If I was breaking the max bet rule all the time, they should have informed me about that
long time ago. Not just one day decide to confiscate winnings.

Their max bet rule is as follows:

"When you have bonus(es) awarded to you and/or your account, whether active or inactive,
you are not allowed to bet more than €3 per bet. Doing so will completely void the bonus
or any redeemed amount from the bonus."

I thought that this applies only when playing with bonus money (like it works in all other
casinos). The other sentence says too, that even breaking the rule will void bonus or money
redeemed from the bonus. Nothing about real money winnings. Anyway their customer service
didn't know too how it should work...

Now they still send promotion emails and they write: "Please note that we have changed the
maximum bet while playing with bonus money to €3 per bet." This gives an impression that
max bet applies only to bonus money.

I have got final answer from the casino that they won't pay my winnings. I really hope they reconsider that decision.

Disputed Casino CasinoWilds

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team considers that CasinoWilds acted in full compliance with their Term #4.3.10:

"When you have bonus(es) awarded to you and/or your account, whether active or inactive, you are not allowed to wager more than 3 EURO per bet."

AskGamblers Complaints Team strongly encourage CasinoWilds management to consider possible amendments of the aforementioned bonus rule towards more clarity and the avoidance of similar misunderstandings in the future and to make sure to monitor and apply their own rules right after these have been violated and not waited one, two or even eight times.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for CasinoWilds.

CasinoWilds

• Representative

9 years ago

Hi again,

I think you should have not broken the rules to start with and rather than lodging a complaint, try to feel thankful that you made a 35% win in total, over those 3 months and 8 times you chose to break the rules. We did not know all along that you were abusing the t&c's, the decision was taken to allow the greater amount bet until it was clear this was systematic bonus abuse. It takes time to establish what is what and we don't make such decisions lightly. We learned our lesson and will not repeat the same mistake.

If a player breaks the rules, the player has to accept the consequences, just like in any other situation in life.
I haven't read through the full conversations you have had with CS but the rules are plain and you have agreed to them.

At the end of the day, you are the winner and we the losers. Enjoy your extra cash, sorry it had to come to an end.

Anneli Nilsson
COO
CasinoWilds.com

ravrok

• 1 reviews

9 years ago

Hi, as you said: "we can be lenient if it happens once and the result isn't a great loss". It didn't happen once, it happened eight times. It's very clear, that this rule was interpreted diffrerently for three months. I don't know any other casino that have max bet rule for real money so that's why I asked help. I have two questions for you and I guess we are done with this complaint.

1) If you knew all the time I was breaking the max bet rule, why didn't you inform me about it? (I was "breaking" the rule for three months)
2) If customer service gives wrong information, do you think it is fair to punish player for it?

CasinoWilds

• Representative

9 years ago

Hi "Ravrok",

As you know, and state yourself in your complaint, you have been breaking the rules. We reasoned that we can be lenient if it happens once and the result isn't a great loss, and we have monitored your account for quite some time because it was very clear that you did not just disobey the terms and conditions once but started to systematically abuse our bonus rules, which are plain, clear and simple and stated both on the site and in the mailers with special bonus offers.

4.3.10 When you have bonus(es) awarded to you and/or your account, whether active or inactive, you are not allowed to wager more than 3 EURO per bet.

We didn't start interpreting our own bonus text differently, we have to monitor activity before we know for sure but once we realized this was systematic bonus abuse, we chose to take action.
Many players chose not to claim the bonus (there is the option "I don't want a bonus") because they are aware of the restrictions applied to deposits for which you claim a bonus. This is entirely up to the player. You have chosen to claim the bonus and not comply with the rules.
Your winnings were not unfairly withheld. In fact, you have wagered bonus with bets of €5 or more, which is against the rules, and been allowed to withdraw more a significant amount of money due to our goodwill but like any business, we need to make money. We cannot do so when people take advantage of our kindness and abuse our system. If you win fairly, that is one thing, but when you don't, that is a completely different thing.
As a result of your systematic bonus abuse, we have now implemented stricter rules and we will not be lenient with any players not complying with the bonus rules in the first place in the future.

We would love for you to stay playing with us and comply with our terms and conditions but we cannot afford for you to stay and abuse them.

Regards,
Anneli Nilsson
COO
CasinoWilds Ltd