Alleged bonus abuse resulted in removal of all of my winnings
Dear Askgamblers,
Woopwin have confiscated $5777.40 from me for no reason at all, citing nonsense and non-applicable terms, and are now refusing to communicate with me. I’ll start at the beginning..
I signed up on July 19th and deposited $400. I completed the wagering requirements of their bonus and withdrew $5777.40. On July 29th, I get an email to say they’re confiscating all winnings for this:
“Please be informed that after an investigation on account, your withdrawal request has been declined and your winnings voided due to a breach on our Terms and Conditions by taking advantage of our promotions.
We have noticed that you have been playing a high volatile game and then moved to a low volatile game after collecting winnings and this is a pattern that we noticed in you and others players with similar characteristics. Please note our terms an conditions regarding this matter:“
I wrote back to them with this:
“I am sickened by this decision that you have taken to remove the winnings on my account for such nonsensical reasoning. I will open a full complaint into this matter, and would like you to answer the following questions:
1. Where exactly does it say on your website anything to do with high volatility games?
2. What is a 'high volatility' game?
3. Are you regulated in any way? Can you just decide to take a players winnings if you feel like it?
4. How is a player expected to know what is a high volatility game?
5. Would you concede that playing a slot on your website isn't exactly a 'pattern', and the game I played was one off your homepage and so would be popular? I am struggling to put into words how ludicrous this is to be honest. How am I meant to know what other users are playing? This whole thing is crazy. How can you decide to do this?
6. Please provide me with a full transaction list of all of my bets on your site”
And they replied:
“Playing a high volatile game and then moving to a low volatile game after collecting winnings this is known as a "pattern" and will be considered as a breach which then winnings will be voided.”
I then replied with the following:
“Playing a high volatile game and then moving to a low volatile game after collecting winnings this is known as a "pattern" and will be considered as a breach which then winnings will be voided.”
1. Where do you list your game volatilities on your website?
2. How is a player meant to know what is a high volatility game if you don't list such information on your website?
3. Your definition of pattern is just that - your very own. Your sentence here makes absolutely no sense.
4. You're relying on discretion to attempt to justify that I 'abused' your bonus. I did no such thing.
“(16.2.) If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, or withhold payment of your winnings and apply such funds on account of any damages due by you.”
1. Ok, but I haven't breached any term
“(1.18). Woopwin Casino bonuses are intended for recreational playing only. Improper use of the bonuses and promotional abuse will not be tolerated. We reserve the right to take the following actions against bonus abuse (list not exhaustive).”
1. What do you deem improper? It seems that winning is 'improper'.
2. Promotional abuse? Is that winning aswell
I didn't break any of your terms.
The winnings are mine and I'll take them from you.
Marc
In conclusion, the casino hasn’t listed any sort of ‘volatility’ measures alongside their games, and in fact doesn’t even have this ‘volatility’ term on their site. How on earth is anyone expected to know what is a high volatility game. They are plainly using this ridiculous level of discretion to confiscate winnings when someone wins big, like I have done.
If I had lost my money, there would be absolutely no complaints from them.
Marc
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