On June 17, 2025, I deposited 505.97980139 DOGE and received the "1st Deposit bonus," a 100% match bonus accompanied by a 40x wagering requirement. To fulfill this wagering requirement, I played various casino games, primarily blackjack. Throughout this gaming session, a graphical progress bar representing my wagering fulfillment gradually filled up until it indicated completion, clearly illustrating that I had successfully met the requisite wagering conditions.

On June 18, 2025, I initiated a withdrawal of 2,000 DOGE from my account. However, as of June 21, the withdrawal had still not arrived. Upon logging into my casino account to investigate, I discovered that the withdrawal had been reversed and that all my winnings had been seized by the casino.

Immediately following this discovery, I contacted customer support to clarify the situation. Customer support informed me that my winnings had been seized due to my engagement in live casino games with an active bonus in place. However, I have not played any live casino games at any point during my sessions.

Furthermore, upon examining the casino's Terms and Conditions, Bonus Terms, and the specific terms related to the 1st Deposit bonus, I found no provision explicitly prohibiting live game play while utilizing an active bonus. Contrary to their explanation, the Bonus Terms directly state, "For all table games, live dealer games, classic slots, and video poker, 5% of a Player’s stake contributes towards the wagering requirement," clearly implying that live and table games may be permitted and can count, albeit partially, towards turnover.

During subsequent exchanges, the casino's customer support acknowledged that my play history consisted solely of non-live blackjack games. Still, they insisted these games were "considered as live games" and referred me back to the Bonus Terms. However, the referenced Bonus Terms explicitly list certain restricted games, and none of the games I participated in appear among those restricted titles.

Customer support also referred me to a provision stating, "Other games that are not mentioned above but have inside a bonus mechanic or can be high-volatility games can also be excluded from bonus wagering." Nonetheless, the blackjack games I played contain no internal bonus mechanics, nor do they possess particularly high volatility. Moreover, this provision is ambiguous, making it impossible for players to recognize beforehand which games the casino might consider falling under these vague categories.

Typically, if certain games are disallowed during bonus wagering, casinos clearly prohibit access to those games with active bonuses or simply exclude bets on them from contributing to wagering requirements. In this scenario, the casino allowed me to play the blackjack games and even displayed wagering progress on them.

Conclusively, it is unreasonable to seize my winnings due to the factual inaccuracies presented by the support team and vague, ambiguous bonus terms. Therefore, I am claiming my rightful winnings totaling 4,185.16229861 DOGE, currently being withheld by the casino.

I can provide the email correspondence with customer support upon request, as current attachment limits prevent including additional files within the submitted complaint form.

Dear yato,

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

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

• Could you please explain how much the wagering contribution of the games you played was, according to your observations?
• Could you please share your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• Could you please list which particular games you played?

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

Hello Tomas,

• The wagering contribution was 100 % for all games that I played.
• I have emailed you my communication with the casino.
• The games that I played are: BlackJack MH, Single Deck BlackJack MH, Premium Blackjack and The Hand of Midas. I can provide you with the complete game history if necessary.

Thanks,

yato

Thank you very much, yato, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello, yato!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Win Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!