Win Maker Casino - Средства игрока частично конфискуются.

I am submitting this complaint regarding Winmaker Casino. I deposited €200 and received a 50% bonus (€100). I completed all wagering requirements tied to the bonus and continued playing. After the bonus was fully cleared, I won approximately €17,000.

I then requested a withdrawal of €14,000. However, the casino has refused to pay more than €5,000, stating that the bonus had a maximum win cap of €5,000. I was not informed of this limit at the time of playing, and there was no warning or restriction from the system.

Importantly, the big win occurred after the bonus conditions had been met, and I never violated the maximum bet rule or any other term. The casino only mentioned the win limit at the withdrawal stage and manually removed the remaining balance.

I have contacted the support team several times and asked for reconsideration, especially since I have already made significant deposits and played responsibly. Unfortunately, they refused to make any exception or offer any goodwill compensation.

I believe this decision is unfair and not in line with responsible and transparent conduct. I kindly ask for your assistance in resolving this matter.

Thank you for your help.

Dear sara1238,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

Maximum winning from any bonus is 5000 EUR/USD/AUD/CAD/NZD; 50000 NOK; 400000 RUB; 90000 ZAR; 5000 CHF; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT. This limit applies to all winnings derived from bonus funds and any subsequent gameplay, even after meeting all bonus requirements. Amounts exceeding this limit may be forfeited upon withdrawal. This rule applies to all promotions, including email offers.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please do not hesitate to let me know if there is anything else I could help you with; otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear sara1238,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru