Beschwerde #39 Will's Casino

Withdrawals not paidWrong bonus terms applied

Von redmile11

vor 9 Monaten

I opened my account at Will's Casino in 2020. I used their welcome bonus on my first cash deposit normally be expected. This can be clearly seen on my bonus history and deposit history from their site. Then I have only used bonus codes which they have sent to my registered account email without any problems for the Last 5 Years. The most recent code they sent was cold clusters which I entered that time of deposit. After completing wagering, a notification was given that funds of 1280.00 were now transferred to my cash account and were withdrawable. I then continued playing and made 2 Withdrawals. 1 for 750.00 and another for 180.00. I also still had a remaining balance of approximately 1400. Then they cancelled withdrawals without returning funds to account and also removed the 1400. Only to add 350.00 to account. When I inquired about this, they said welcome bonus T&Cs say max withdrawal is 10x deposit amount. I deposited 35. The major issue is that obviously I did not use welcome bonus for a second time. I know their T&Cs state that welcome bonus can only be used once per account. This is standard and I wouldn't even attempt to use welcome bonus again after playing there for over 5 years. It's odd that they were willing to overlook the fact that I had already used welcome bonus in order to try to Payout only 350.00. I have screenshots of bonus history proving I already used welcome bonus 5 years ago. which they actually at 1st denied I had already used. Then chat tried telling me code CLUSTERS was a ovitoons code, not from wills. My emails also prove this is 100% sent from wills casino. as their other bonuses carry higher max cashout they try to say I chose welcome bonus. I believe they rightfully should have processed my withdrawals instead of cancelling and removing funds. I have tried communicating this with them with zero success.

Unseriöses Casino Will's Casino

Grund Abgelehnte Auszahlung

Betrag $1050

Diskussion

AskGamblers

• Support Team

vor 9 Monaten

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that issue was resolved once player accept the another bonus. Once accepted that means that you agreed with the resolution.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

redmile11

• 1 Bewertungen

vor 9 Monaten

hello,
Thank you to wills casino for responding. For clarification maybe wills casino could provide me and all of us the entire chat transcript as I have requested multiple times. I was far from ok with the bonus being used. obviously when I seen my withdrawals were cancelled and not returned to my account I inquired immediately. when I started playing I did fairly well building my balance up without going into free spins to use them. I only found out about your self admitted error when my withdrawals were cancelled and not returned to my account as well as 1400 additional balance dropping to 350. especially when the notification told me that my balance of 1287 was added to my cash balance. And I was able to use the 1287 cash balance to continue playing and then make the withdrawals. If the max Payout was only 350 after completion why did it not show that apon completion. Either way your admitting "error" on your end of things. I explained to chat was not satisfied with the situation. I agree to accept spins for Time being only because you removed over 1100 from my balance plus cancelled the 750+180 withdrawals without returning them. that's over 2000 dollars taken away including from additiinal winnings made from the 1287 added to my real balanceaccount .

Will's Casino

• Representative

vor 9 Monaten

Dear Redmile and Askgamblers team,

We hope you are doing well.

We’ve reviewed the player’s account and confirmed that the issue has been resolved.

The player initially stated that he did not select the Welcome Bonus. However, due to a system error, it was activated automatically. Despite this, he did not contact our Customer Support team to request its removal or to activate the correct bonus. Instead, he proceeded to play using the Welcome Bonus, appearing fully satisfied with it.

Later, the player reached out to our Live Chat Support and explained his situation. After reviewing the case, we decided to credit 150 Free Spins for The Green Knight: Oath of Thorns, corresponding to the CLUSTERS code, on August 1st. Since the player was unable to use the spins on that slot, we transferred the bonus to the Age of Asgard slot on August 2nd, where he has already used the spins.

Thank you so much for your understanding.

AskGamblers

• Support Team

vor 9 Monaten

Dear Will's Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Will's Casino Beschwerde-Statistik

Gelöst 13 / 13

Durchschn. Betrag $984

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 3 Tage

Will's Casino Beschwerden

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Auszahlungsverweigerung

Ich habe ehrlich im Willscasino gespielt, über 300€ einbezahlt und konnte, mit Erfüllung der Bonusbedingungen, eine größere Summer gewinnen. Nach verzögerter Verifizierung und verzögerter Auszahlung, (hier habe ich dauernd mit dem Support geschrieben) wurde endlich eine Auszahlung mit Ecopayz ermöglicht. Ich habe 2 x €1.000 und 1 x € 300 ausbezahlen lassen. Auf meinem Konto hatte ich zu dieser Zeit noch 500€ verbleibend.
Dann wurden meine Auszahlungen vom Casino nach ca. 20 Stunden einfach storniert. Als Antwort bekam ich, dass es sich um Bonusgeld handelt. Das ist aber nicht so. Ich habe Beweise in Form von Screenshots, dass es sich um Echtgeldguthaben und auszahlbares Guthaben gehandelt hat, und dass bei Bonusgeld die Höhe 0€ steht.
Im Partnercasino 4kingslots habe ich gestern selbst extra einen Bonus genommen, um zu sehen ob es hier auch auszahlbar ist, wie im Willscasino behauptet wird. Sieht man auf den Screenshots, dass hier Bonusgeld richtig aufscheint und eine Auszahlung nicht möglich wäre! Daher ist es klar, dass das Willscasino NICHT auszahlen möchte! Mein Echtgeldguthaben wurde mir einfach gestohlen! Ich habe keine Vertragsbedingungen verletzt!
Sämtliche Bonusse wurden von mir storniert oder erfüllt!
Daher verlange ich die Auszahlung von den verbliebenen 2.300,- €, welche schon 20 h im Auszahlungsprozess waren und dann einfach storniert wurden!

Gelöst

€50

Casino is not verifiying account or responding to emails

I signed up for the casino on june 13th. I won an amout and requested a withdrawal. On 19th of june I got an email about verification. I uploaded the required documents, but there were only four slots available (not enough for all the documents). On 20th of june and 7th july I sent the required documents on email upon request, and have asked several times what else the casino needs. They are not responding to my emails. Chat tells me to contact the finance department,

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Delayed payment going on 6days now

Hi there I made two withdrawal requests on Friday July 19, 2024 of $1000 and $104 since last Friday so now going on 6 days delay. When u make a withdrawal request it says within 48hours it will be processed so just wondering why so much of a delay!! I have made a couple of withdrawals at this casino but of much smaller amounts and it was a lot faster for me to receive my funds. I talked to agent she said she would let finance dept know. I email finance dept no response. Please help me out appreciate it!!!!

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$1,104

Stalling withdrawal request for a month by now

Hello AG !
The casino is, again, stalling my withdrawal (250€) and, this time, for a record time of period: one month by now (since 02/03)! They don t give any valid explanaiting, keep saying the finance team will handle it soon (attached, you can see my chat conversation on 14/03). At beginning everything went fine but my last withdrawal attempt was a nightmare and this time is been worst… hope to get some help for the last time with this casino..!
Thanks !

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The cryptocurrency deposit has not been credited to the casino account

On 27.01 at 20.30 Moscow time, I made a deposit in this casino in the form of cryptocurrency, more than 24 hours have passed, the money has not been credited to the balance,

The support just unsubscribes that they are sorting it out and we have to wait, I'm already pretty sick of it, You can wait six months.

We live in the 21st century when crypto deposits are simple and fast,

but it turns out that in this institution it is quite the opposite!I would not advise anyone to make cryptocurrency deposits with them!

Please help me deal with them.

All the screenshots of a successful Toronto on my part, and some other Toronto offers.

Abgelehnt

$67

I have been waiting for a payout of 920 euros for almost a month

Hello

I played at Will'sCasino and won, I requested a payout and after contacting support several times in live chat I was paid out. However, I did not withdraw everything because I wanted to continue playing. I didn't want to risk anything else soon and wanted to pay out the rest first. Unfortunately there is no further payout. I had written to the support several times, the procedure is always the same you check it and after waiting 15 minutes in the chat each time you get the answer that there is a lot to do but it is currently being processed. My account is fully verified and I have already received a payout. Unfortunately the casino does not seem to be interested in paying further. I have been waiting for a payout of 920 euros for almost a month and I have now added the chat history that took 50 minutes. Which was again the same process . the statement is from today .

Gelöst

€920

Delayed payments for more than 6 days

Hello, dear AG! I had a really odd situation with the Wills casino both support and payment departments.

I have been assured numerous times that my withdrawals would be processed shortly after waiting the pending period.

It has been day 6 of waiting, on the website is stated a maximum of 5 days overall waiting time for a withdrawal.

First they explained me that it would be processed on Saturday (29.09.2023), then on Monday(1.10.2023) then maximum on Tuesday (02.10.2023) and since then I've been getting the same answer, that they cannot give me a specific time. When I ask if something is wrong. They say no. Everything is fine.

Attached you will find most of the conversations with them.

Best Regards,

Gelöst

€3,200

Unfair account deactivated

Hi AG,

Today, for my total surprise, i tried to access my wills account and found that it was deactivated. I was a player of this casino since 2020 or 2021. Did multiple deposits and withdrawals, never had problems (my last withdrawal was on June, I think). Last week I placed an withdrawal of 450€ and now I found that they closed my account with no explanation (no email, nothing…!). I m worried about the money (obviously) but also because i can’t send to you screenshots of my transactions history and other relevant information (my account is closed..)

The casino action was totally arbitrary.

Thanks in advance.

Gelöst

€450

Not honoring the AskGamblers exclusive promotions

I have just registered at Wills Casino from the bonus list here at Askgamblers.com when I hit the link from the bonus page it took me to the casino sight word had a choice of three different registration bonuses all with askgamblers. Com at the top I clicked continue and I registered and when I went to put the code in to the website it said that I had an incorrect code. I came back to ask gamblers.com to recheck and then went back to the casino with a screenshot of the bonus offered. I waited when did Shaq agent and upon their initial review slide-out said note this code doesn't exist and do they have never heard of it.. Now what bothered me the most is that I said I will get a screenshot and with the details which was accepted and I was asked to wait while it was reviewed. I waited about 30 minutes and I said hello hello the agent check in then said they were working on it. I waited another 15 minutes and I said hello again I was told they were still working on it be patient. I waited about 20 more minutes and I suggested this was taking too long perhaps I could get the details of the offering myself faster. It's at that time that nobody returned and I was just connected stowaway came out of chat went back in chats sad for another 5 minutes the same agent came back to my chat and said that there was no such bonus and it was just too bad for me and good luck have a good night. I said I could offer the details and the restrictions of the bonus to him but he said no so I said thank you very much I will go back to ask gamblers and put in a complaint because it's a Christmas bonus that's good from the 1st of December until 24th of December and it's exclusive to ask gamblers I offered also she's give them the screenshot of the entry page that said welcome to Wills Casino then it showed the three offers from gamblers with some details of the the bonuses is that were on their own websites that first page that I got to when I click the askgamblers link took me to their websites page showing all three bonuses. So as I was leaving a comment with my review on the chat I got to chat back saying the games are loaded on sweet Bonanza Christmas.?! So I logged out and log back in went to Sweet Bonanza Christmas and found no spins. This is 200 spin offer and it's over 5 days and what a poor first example of customer courtesy and customer care from a brand new casino just a heads up that just because the agent couldn't find the information I offered the information a Second Step was never taken. So my complaint is that why would a customer deposit money into a casino that doesn't honour its affiliates and its bonuses put there to entice consumers to spend money there the only offer that the casino will entertain is a deposit offer and other than that there are NO no deposit bonuses. I'm sure unhappy to wait from the start of registration until closed chat was almost 2 hours, for nothing. I did try and take a screenshot of the page upon entering the casino site and it disallowed me due to the security policy so I couldn't get a screenshot of both names above free offers.

Gelöst

Account closed with no reason

Hello AskGamblers,

I just received a very surprising email by will's casino saying that my account was closed by one of the above reasons: "You did by yourself | You did a request by Live Support | You did a request by email | Other reasons' '. They didn't give me any details or explanations! can t understand this kind of behaviour...! Even today's morning I made a successful withdrawal... I have 140€ in cash balance.

I Hope to get some help with my issue.

Thank you!

Gelöst

€140