Hello,

I am a player from Germany.

The aforementioned Casino denied my withdrawal request, alleging bonus abuse on the grounds that I played a low variance game (Jack Hammer) to meet the turnover requirements.

However, this game is not listed in the restricted games for bonus money.

I am a verified user within the Casino and I find their decision to be unfair.

Hallo,

Ich bin ein Spieler aus Deutschland.

Das oben genannte Casino lehnte meine Auszahlung ab, mit der Begründung von Bonussmissbrauch, da ich um die Umsatzbedingungen zu erfüllen, ein Spiel mit niedriger Varianz (Jack Hammer ) spielte.

Das Spiel steht aber nicht auf Liste der eingeschr?nkten Spiele mit Bonusgeld.

Bei dem Casino bin ich verifiziert und ich finde den Beschluss des Casinos nicht fair.

Dear Rubeng93,

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

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

Could you please provide a screenshot or a link to the specific bonus you redeemed, including specific bonus terms?

Could you please share what specific rule was broken according to the reply you received from the casino?

Please share the information in the complaint thread here, or send the information to my email at [email protected]

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

Best regards,

Tomas

Hello Tomas,

I replied to them via email.

greeting

Reuben

Hallo Tomas,

Ich habe ihnen per Email geantwortet.

Gru?

Ruben

Thank you very much, Rubeng93, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Rubeng93, 

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite StickyWilds Casino to the conversation to participate in the resolution of this complaint.

Dear Player, 

We understand this was not the outcome you would have been hoping for, as mentioned in our communication the terms and conditions were breached and the winnings were rightly confiscated due to this. 

In this instance, the term that was breached was 1.18 H which states the following - 

H. Moving from large bets that are placed on high variance outcomes, and after a large win switching to normal variance outcomes with smaller bets with the purpose of clearing Wagering Requirements. 

While you were playing with the active bonus you originally started making the maximum bet allowed of €5 on a higher volatility game and once you won you changed your gameplay to lower volatility games and you also lowered your stake down to €2. 

You can also find our full bonus terms and conditions here: General Bonus Terms

We hope this clears things up and thank you for your time.

Regards, 

StickyWilds Casino 

Thank you StickyWilds Casino team for your response. We don’t consider using the strategy above to be an unfair advantage on the side of a player if the max bet rule wasn't breached. You can read more about our position here: http://www.kpvfaw.com/our-position-on-banning-betting-patterns. Unless there is a software block for this or a clear warning in the form of a popup window, I'm afraid, we are convinced that the player should get paid in full.

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.

Good morning,

We understand it is not the desired outcome for the player but we will be standing by our original decision.

This is stated in our terms and conditions which the player did accept when creating an account with us. Since there has been a clear breach of term 1.18 H we feel the decision is justified.

Regards,

StickyWilds Casino

Dear StickyWilds Casino team,

As stated above, I'm afraid we can't accept your decision. The mentioned strategy doesn't give players any unfair advantage over the casino. The complaint will become unresolved.

Dear Rubeng93,

I'm afraid the casino doesn't seem to be willing to change its decision. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter