I was tricked into cashing in a loyalty bonus of &7 on top of a $50 deposit of my own funds. The gw site cancelled a withdrawal of winnings amounting to $1450 on a ‘breach of bonus- placing high bets‘ when I added the loyalty bonus to my $50 deposit. I assumed a loyalty bonus was ours with no strings and certainly was unaware there were terms and conditions re betting amounts! It’s highway robbery. I have deposited thousands on this site and feel very much deceived by this organisation who blindly rips off their consumers! 

Hello Michaela

Thank you very much for submitting your complaint through our website. We are very sorry that your winnings were cancelled. Unfortunately, in this case, we can’t help you. In the casino’s T&Cs, it is clearly stated that a loyalty bonus is considered as a bonus with special rules in place: 

11. All winnings eligible for withdrawal and earned through converted loyalty to bonus amount points will be capped at either 10 times the initial converted bonus amount or a maximum of EUR/USD/AUD 5,000.

And rule you breached:

13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there’s an Active Bonus of 100 EUR in effect is considered acceptable practice.

We understand that not everybody reads the terms and conditions. We hope that in the future all bonus terms would be enforced by the system and players would be not able to unknowingly beach terms such as max bet. Unfortunately, now players are responsible for reading the T&Cs and following them. We are sorry but based on what you wrote to us, we have no other option than reject to your complaint.

Regards, Matej

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.