WinCraft Casino - Игрок сообщает о возможном мошенничестве и обмане в отношении выигрышей, полученных в рамках бонуса.

I made a deposit and received a second welcome bonus. I was lucky to win and at the time I completed the bonus wagering, my balance was $1447. At the time I finished the wagering, the balance was artificially reduced to $360.

I immediately checked the bonus terms and did not find any conditions regarding the max win from the bonus. The bonus terms indicate that the maximum win from the bonus is 10x the initial bonus. My deposit was $131 and I received $98 of the bonus. That is, the maximum I could withdraw was about $980.

I contacted the casino support but they started telling me that this was how it should have been because these are the bonus terms. The support agent did not respond to my comments that such conditions were not written anywhere and continued to claim that everything was calculated correctly and there were no errors. And the fact that these conditions were not indicated, they may fix them in the future.

That is, there is ordinary fraud and deception here. If I had known about such conditions I would have refused to receive such a bonus. Secondly, the support agent did not even manage to explain how the amount of 360 dollars was calculated. At first he claimed that the max win is x5 of the bonus although x5 is 490 dollars.

Please pay attention to this casino - why does it still have a fairly decent rating if they are engaged in outright deception of customers?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinCraft Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Could you please share a screenshot of the bonus amount you received from the casino as it appears in its records?
• Could you please share with me your communication with the casino when you contacted them to resolve the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Jm60PY,

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.

1. My account is accesible
2. Attached a screenshot of my bets history - there you can find my starting balance before i started playing. Balance was 225.96$
3. I saved the correspondence with casino support in a text document. I simply copied and pasted the test from the live chat - unfortunately there is no option to save a transcript of the conversation. I sent it to [email protected]

Dear Jm60PY,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Jm60PY,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite WinCraft Casino representative to join this conversation.

Dear WinCraft Casino,

I would like to ask you to clarify why the player’s balance was reduced from $1,447 to $360 after the wagering requirements were completed.

Please provide the bonus terms displayed when the player activated the second-deposit bonus, together with the account-level bonus configuration or other system record showing that a fixed $360 maximum was applicable. As these records may contain private account information, please send them to me at [email protected].

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jm60PY,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.