Winwin Casino - I made a sports betting slip and won all of them and calculated a loss

Dear @Elshiery,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Total amount 803 egp

Dear Winwin 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.

No I didn't get any respond

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Hello I wait response to resolve my case

Dear @Elshiery,

First of all, we do apologize for the late response as our representative was not on the site when the complaint was opened, but now we are here and ready to help you with the situation.

We have carefully studied the matter and would like to inform you that in this case you bet total corners Osasuna against total corners Bilbao Athletic as more than 7.5. Please pay attention that the last one was only awarded, but was not taken. So the game has been finished with 7 corners in fact, what was provided and shown by the support team in the official match protocol.

Corners awarded but not taken are not considered.

We also have this rule in our Terms and Conditions: Rules - Point 4 - Point 4.25 - Rule 10.

Hello, I have read the rule, but it does not list the kicks that were awarded but not taken. However, when I spoke with you in support, you told me to send us a source, and I sent the source, and the match source indicated that the eighth corner kick was awarded, and the support team did not cooperate with me regarding this matter.

Hello, @Elshiery,

According to the rule 10, the Customer should predict whether the total number of corner kicks in the match will be factually more or fewer than the specified number. Factually here means that corners considered only taken, not just awarded.

The support team has informed you that the eight and final corner kick was not granted, so factually match ended with 7 corners based on official match protocol.

In the terms and conditions of the site you say that you rely only on the official results and you have provided all the sources that rely on the results and the source is reliable. This is the result of the corner kicks and the clause that you are talking about is not of value because the corner kick is calculated in the official protocol. The whistle for the match came after the corner kick was calculated.

Dear @Elshiery,

We kindly remind you that corners awarded but not taken are not considered according to the rules: so the last corner you are talking about was only rewarded but was not taken in fact because the match ended.

Here in the attachments we have the official results protocol that we have from our betting provider and which is considered as official outcome of a sport event.

Additionally we have a video of the match which shows that in the last minutes of the match the team earned a corner but the player had not taken it, because the referee blew the whistle to end the match.
The file is more than 600MB in [.mov] and unfortunately cannot be downloaded here.
Dear @AskGamblers we have sent it to you by email. Please let us know if there are any options to attach it here.

Thank you!

Update regarding the previous message: here is the video by the link https:­//b­it.l­y/­3QYWNRl

Hello
After greetings, is La Liga and the source of the Spanish La Liga not reliable to you? If it was not included in the match protocol, it was not included in the official statistics, but it was relied upon as 4/4 in the corners, and I do not care if it was not implemented because the rule mentioned by the casino does not separate this matter. Therefore, I request that you rely on the official statistics and calculate the bet as a winner.

Dear Player,

Firstly, we calculate the results according to the betting provider protocol in which we have 7 corners total.
Secondly, according to the rule in our Terms and Conditions (Rules - Point 4 - Point 4.25 - Rule 10) we count the corners taken, not only rewarded. Let's see, it says "Customer should predict whether the total number of corner kicks in the match will be factually more or fewer than the specified number". Factually means taken in fact. The last corner was not taken in fact.
If you watch the video of this match you will see that the last corner was not taken in fact because the referee blew the whistle to end the match. So factually here are 7 corners.

As for statistics of the match, in different sports sources you will see different data, for example Google protocol says 7. That is why the metrics in different sources are not specify, corners awarded or corners taken.

According to the rules above, only taken corners are calculated.

Official statistics are taken from the Spanish League itself, and La Liga counted that corner kick, even if it wasn't taken. It was counted as a goal scored without a celebration, and that doesn't matter.
https:­­//­w­w­w.l­­al­­ig­a.c­o­m­/e­­n-E­­G/­m­a­tc­­h/t­­em­p­o­ra­­da-­­20­2­4­-2­­025­­-l­a­l­ig­­a-e­­a-­s­p­or­­ts-­­ca­-­o­sa­­sun­­a-­a­t­hl­­eti­­c-­c­lub

Dear Player,

Kindly remind you that according to the terms and conditions we calculate only factually taken corners. The last one was not taken in fact which we see in the betting platform protocol and which is seen in the video from the match.

In this way the total amount of corners which were factually taken is 7 which less than you bet.

Hello.
With all due respect, you have no credibility. When I spoke with the support team at first, they refused to acknowledge the final corner kick, even though they provided video evidence that the corner kick occurred. The referee then blew the whistle at the end of the match. This was stated in the match protocol and on the official websites.
However, you have a special database for sources, which contains the source I provided. It is proven that 8 corner kicks were awarded in the match, 4 for each team.
Please add the bet winnings to my account. With all due respect.

Hello,

The calculation of winnings is made only according to the rules in the Terms and conditions section. According to the rule 10 and the fact that the last corner was not actually taken, it is impossible to count your bet. We are fully subject to the rules, as well as we provided all the necessary evidence that the corner was only awarded.

We absolutely respect your opinion, but it is not possible to count bets contrary to the official Terms and conditions of use and the protocol provided by the platform.

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Winwin Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear AskGamblers,

Could you please specify which additional information is left to be provided certainly?
You have asked the protocol from the betting platform and video of the match, and this information are just above in the previous replies.

If anything left please let us know.

Thank you!

Hello.

The video provided shows that the corner kick was awarded, and nothing else. It doesn't matter that it wasn't taken because the referee blew the whistle.
The referee could have ruled it out and blown the whistle, but the referee awarded it and then blew the whistle before it was taken. However, it was recorded in the official statistics as having been awarded

Based on that, as I mentioned, you only rely on official statistics and sources of information. The bet must be considered a winner because the official sources confirmed that they counted the last corner.

Dear Player,

We required the official argumentation from the betting platform and have got the answer that the result was calculated according to the factual match (the video we sent before where the last corner was not taken in fact because the referee blew the whistle to end the match) and according to the independent source.

https:­//w­ww.w­ho­sco­red.co­m/m­atc­hes­/18­216­01/­liv­e/%­D0%­B8%­D1%­81%­D0%­BF%­D0%­B0%­D0%­BD%­D0%­B8%­D1%­8F-­%D0­%B8­%D1­%81­%D0­%BF­%D0­%B0­%D0­%BD­%D0­%B8­%D1­%8F­-1-­202­4-2­025­-%D­0%B­E%D­1%8­1%D­0%B­0%D­1%8­1%D­1%8­3%D­0%B­D%D­0%B­0-%­D0%­B0%­D1%­82%­D0%­BB%­D0%­B5%­D1%­82%­D0%­B8%­D0%­BA-­%D0%B1

The point 23 of Terms and conditions says that in cases when statistics from official and independent source differ, the company reserves the right to settle bets based on stats acquired from a video recording or an independent source.

Are you kidding? What's the point of the sources you've provided on the website? We accepted the terms and conditions, and registration was based on official results and statistics, not unrelated sources.

Dear Winwin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.