Ag Awards

WinTrillions Casino - Won`t Pay €5400

Complaint Info
Disputed casino Win Trillions Casino
Reason Declined payment
Posted on July 1, 2014

I fulfilled the terms and condition in full. I played slots only 100 a spin and 12 a spin.

Terms and condition allow Autoplay

Terms and condition doesn`t indicate any max bet limit, max cashout or anything like how I played. Moreover the terms and condition are much more liberal than how I played.

Terms and condition allow up to 75% cover of the Roulette to count towards the wagering requirement while I played 100 and 12 a spin in slots much more risky.

All terms were fulfilled but they still refuse to pay

I checked the terms and condition at Wintrillions and also complaint history in google .

The terms and condition were liberal. There was no max bet limit and no specific term that indicate what is considered abusive only general words like low risk...

I could also find in their terms that almost all games are allowed if not all of games including Roulette

*Roulette bets will contribute towards 10% of the wagering requirements for all spins where less than 75% of the table is covered. If more than 75% of the table is covered these bets will contribute 0% towards the wagering requirements.

Even 50% cover in roulette is low risk and it is allowed, I played much more risky being informed my winnings are confiscated

I made a deposit of 300 and got a welcome bonus of 600.

I placed 100 a spin in slots and after I won big I changed the slots machine and bet 12 per spin.

I had no idea this will considered by them low risk bet. It is far from being low risk comparing to what their own terms indicate.

There was no term saying you can't reduce the bet from 100 to 12, 100 in slots is definitely high risk and 12 is also risky when you have to wager so much in order to withdraw.

I reached 5400 EUR cashout and received this email

Dear Yuxing,

This is Paula, from WinTrillions Casino Customer Services department. This email is in reference to your casino account with username Yuxing88.

Further to reviewing the recent gaming activity in your account, it has become apparent that you have used low risk tactics in order to complete the wagering requirements of a deposit bonus that was honored to you in good faith. Please note that, as stated in our bonus terms and conditions, our bonuses are awarded with a view to enhance the enjoyment of our games, and therefore certain types of wagering tactics such as using minimal risk wagering, are not allowed for contributing towards the completion of the bonus requirements. It is also mentioned that we do reserve the right to govern how bonus moneys are used before a payout is authorized, and that any players deemed to be using minimal risk tactics may have their bonuses and winnings forfeited as a result.

Our investigation shows that there is evidence of a noticeable change in your betting patterns and your game selection upon a winning round, which greatly lowered your probability of either winning or losing, also setting the game to auto-play until the wagering requirements were met. Hence, unfortunately, on this occasion we have had no alternative but abiding to the aforementioned terms and close your account with us after removing all bonus moneys and their subsequent winnings.

Please be informed that you will receive a full refund for the total amount you deposited into your account of €300, using the Neteller details registered.

Kind Regards,

Paula < surname removed >

Customer Service Agent

Please your help

Thank you

Posted on February 6, 2014

Mr Yuxing88,

Allow me to introduce myself, I am Ms. Rheaume I am the Casino Manager for WintrillionsCasino.

First of all, we are not sure the above complaint is addressed to the right casino, as your activity logs show no record of roulette wager from the moment you signed up as of today.

Further to your post, we have carefully looked and analysed your case in order to elaborate a new decision from inception. After thorough analysis, I can confirm that the low risk wagering strategy you used to complete the bonus requirements is against the terms of the promotion. For us this is one clear situation where bonus funds were used and abused against the spirit of the promotion, blatantly breaching what is stated in the terms and conditions regarding low risk wagering; terms which you accepted when you took the bonus funds. This is why I can confirm that it was the correct decision to refund all your deposits and to end your membership. Our terms and conditions are very clear on this subject.

I am sadden that we did not managed to fully make you understand the bonus policy via our multiple email conversations. However, we must mention that the above post does not fully reflect the reality of your case and your gaming behaviour during your short stay with us. Please note that publishing erroneous information and making false accusations may constitute a serious legal offence. I understand that it has been one month since you played with us, thus perhaps some key facts have now been omitted.

I hope that this clarifies the situation for you and that you will realise that we are only acting on the interest of game enjoyment of all players in accordance to the published terms and conditions of the promotion.

Best Regards,

Ms. < name removed >

Casino manager


Posted on February 9, 2014

You didn't answer to the point.

Except of lame threats and spirit of the bonus nonsense you gave no reply.

You even didn't understand the example I gave with the Roulette read it again and try to understand. Nice words and long replies is not going to change the fact that you are totally wrong and confiscated the winnings without any reason.

Please answer to the point - how a 100 bet in slots and then 12 considered to be low risk.

I didn't give false information. You gave false information and you stole the money from me I mean your casino and you are the manager of a rogue casino that steal from players.

When all terms are met and you accuse me for not complying with the terms it is also lying.

Please answer to the point, explain your decision, how can a 100 bet in slots and then 12 considered to be abusive and non risky ?

How could it be that a non risky play brought over 5000 balance from 150 deposit and 150 bonus, are you out of your mind ?

Posted on February 9, 2014

P.S your are already Blacklisted in Gambling it is not yet published but I was told it is a tech issue and soon you see your real face blacklisted there for not paying a player without any valid reason.

You should be shamed accusing me of lying while you sit there steal money from me and lying yourself shame on you.

All I did is playing by the rules and your aggressive move but not paying is the problem not me.

I risked my funds stop saying it is the risk of funds that caused the non payment.

The non payment came from evil human behave trying to save some money to the casino.

You are Blacklisted at Gambling Grumbles for what ? for me lying ? or for being a deceptive operation ?

Posted on February 11, 2014

Nice presentation and nice wording is not going to change the fact that WinTrillions won't pay your winnings. This casino is Blacklisted now as can be seen in this link


If yiou were right that 100 spin and 12 spin in slots breach your terms but any mean why would you be Blacklisted ?

It is an obvious case of a situation that the casino due to spirit of the bonus nonsense decide not to pay Wintrillions won't pay your winnings when they feel you didn't comply with the spirit of the bonus while all terms and condition were met in full.

Posted on February 14, 2014

Dear Yuxing88,

We would like to reconsider your query, and thus we will carry an in depth investigation into your particular case.

You will receive an email from us shortly asking for your cooperation in resolving this issue.

Kind Regards,

Posted on March 11, 2014

 Yuxing88, what's happening with this complaint? Why you stopped responding to casino? Please, update us!

Posted on March 14, 2014

Hello, I sent the notarized documents you asked for by EMail to your documents department and again not as you say, please check your records again

Posted on March 17, 2014

Dear Mr Yuxing,

Our Fraud department is still waiting for your reply to our request for identification documentation which are necessary to complete our investigations and validate your account.

We look forward to your reply with a view to resolving your query at  the earliest opportunity.

Kind Regards

Posted on March 18, 2014

Again you copy paste messages without reading and responding my words.

I say crystal clear what is so hard to understand

I sent the notarized documents over a week ago and no respond

You are the casino manager, i sent the documents you ask can you pay and let me move on in my life

Posted on March 18, 2014

Mr Yuxing,

We are keen to start our investigation however we’ve not received your documents yet. Can you please insure you send them to: docume­nts­@wi­ntr­ill­ion­sca­sin­

Best regards,

Posted on March 18, 2014

I sent it again

Posted on March 19, 2014

Can you please confirm you received it this time ?

Posted on March 19, 2014

And just by the way, I am not under any investigation here, don't choose the word investigation as if it is my fault you don't pay. Your casino should investigate himself how come before it was the game play and now the bullshit about ID investigation

I also want to clarify - I sent you the business card of the lawyer who notarized the documents. It wasn't easy for me to find one to certify my ID because it is a big broken. If you continue with your demands letting me run between my bank and lawyer I am telling you now here YOU ARE AINT GOING TO GET IT.

I am not your worker and if by this certified documents that you may flay see the lawyer or call him you don't pay I continue contacting other portals that advertise you in order to be paid.

I am not under investigation here just forget it

Posted on March 27, 2014

I sent again couple of emails to support and document department with my phone number to call, did you receive the email ? nobody answered the email and nobody called

Posted on July 1, 2014

AskGamblers Complaints Team has been provided with enough information and evidence on behalf WinTrillions Casino management in regards of this complaint to confirm and justify the casino actions.

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 regulatory body.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy