The player from the United Kingdom faces issues with withdrawing winnings after reducing a payout from 640 euros to 300 euros, despite playing as a VIP. He cancelled a pending withdrawal to deposit more, but feels the reduction of his payout is not in line with the casino's terms and conditions.
Run4Win Casino - Player's winnings have been reduced twice.
Run4Win Casino
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8.2
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Opened
Current status
Waiting for Casino Guru to reply
4d 22h 31m 20s
Case summary
2 days ago
Public
Junior Apprentice
Public
2 weeks ago
Translation
Hello, I got free spins at the casino after making a deposit.
I was able to use the free spins and was reduced from 780 euros to the max win of 300 after the wagering.
So far everything is ok-
Of these, 60 were lost and 240 were paid out.
At some point later I wanted to deposit another 20 and was asked if I would rather cancel the pending withdrawal.
I did this and played through the night, and at some point I wanted to withdraw 640. They then simply reduced this to 300 again, for the second time, which can't be right. I read the terms and conditions. This isn't legal.
Even though I'm a VIP, I can't talk to support.
here payment history.
08 Jun 2025, 12:00
PayoutAPM37~Pay via bank
Accepted
300 EUR08 Jun 2025, 03:04
PayoutAPM37~Pay via bank
Rejected
654 EUR07 Jun 2025, 23:07
PayoutCryptoprocessing
Recalled
260 EUR07 Jun 2025, 20:22
Depositutorg~utorg-paysafecard
Accepted
50 EUR
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
Dear kokatroll,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
- Could you please advise if the balance in your casino account is divided into real and bonus money balances?
- Has the balance you continued to play with appeared as 'withdrawable'/ 'real money', or were your winnings displayed in your bonus balance?
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,
Kristina
Public
Junior Apprentice
Public
2 weeks ago
Translation
Hello
To
Were you informed at any time that the bonus terms and conditions continue to apply even after the bonus turnover has been completed?
No, unfortunately I wouldn't.
The free spins winnings were bonus money which, after wagering, was 780 and then converted into 300 real money. Of this real money, 260 remained. When the game was canceled, there was neither bonus credit nor bonus money in the account.
With these 260 real money from the withdrawal request I then earned 654 real money, which was reduced again to 300 when withdrawing.
Kind regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 week ago
Hello kokatroll,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Public
Complaint Resolution Center Team Lead
Public
2 days ago
Thank you very much for your reply, and I apologize for the delayed response, kokatroll. Have you managed to contact the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Public
Junior Apprentice
Public
2 days ago
Translation
I've informed support about this twice and complained. Unfortunately, the chat isn't saved...The casino believes it's in the right...but it isn't.
Automatic translation:
Casino Guru is examining the case
