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Bonus & offers: Westcasino does not pay out and cancels win

Topic created on 26th Oct. 2020 | Page: 1 of 4 | Answers: 34 | Views: 6,925
Luckylady
Rookie

Westcasino does not pay out and cancels win

26th Oct. 2020, at 03:53 pm CET#1
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Hello I participated in the promotion Halloween Murder Mystery a few days ago and got 250 revenue free free spins for The DoG House for 20 euro deposit. I deposited and also activated the offer. In the account they were also but unfortunately not in the game. Then I am in the chat and have explained my problem a few minutes later I was told that I can now play them. I have won 542.40. So I then tried to cash out 500 euros. 1 hour later came the mail for documents and next day that everything has worked. Today I get a mail that everything was canceled and I have my 20 euros back
In the chat I was told that I have used the welcome bonus. I told her no. She said but she sees it in the account. After that I said that the probably the employee who has activated me probably then did something wrong. No idea what you can do. Funny is that afterwards it was also no Bonus money but real money. Everything is very strange. I hope someone can help me further

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R0UNDER
Top Member

Westcasino does not pay out and cancels win

26th Oct. 2020, at 04:09 pm CET#2
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Luckylady wrote on 10/26/2020 at 15:53: Hello I participated in the Halloween Murder Mystery promotion a few days ago and got 250 revenue free spins for The DoG House for 20 euro deposit. I deposited and also activated the offer. In the account they were also but unfortunately not in the game. Then I am in the chat and have explained my problem a few minutes later I was told that I can now play them. I have won 542.40. So I then tried to cash out 500 euros. 1 hour later came the mail for documents and next day that everything has worked. Today I get a mail that everything was canceled and I have my 20 euros back
In the chat I was told that I have used the welcome bonus. I told her no. She said but she sees it in the account. After that I said that the probably the employee who has activated me probably then did something wrong. No idea what you can do. Funny is that afterwards it was also no Bonus money but real money. Everything is very strange. I hope someone can help me further

"I meant her no. She said but she sees it in the account"

Don't get into big conversations. It will backfire on you.


Edit: Font color has been adjusted

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Wengust
Experienced

Westcasino does not pay out and cancels win

26th Oct. 2020, at 05:35 pm CET#3
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They apparently do not want to pay out

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Luckylady
Rookie

Westcasino does not pay out and cancels win

26th Oct. 2020, at 06:11 pm CET#4
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Yes and I think it's totally stupid. In the chat they always say the first Deposit is a welcome bonus. But how should you convert the free spins please.

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G****e

Westcasino does not pay out and cancels win

26th Oct. 2020, at 06:44 pm CET#5
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Luckylady wrote on 26/10/2020 at 18:11: Yes and I think it's totally dumb. In the chat they always say the first Deposit is a welcome bonus. But how should you convert turnover free freespins the please.

Good to know. Thought they are serious....

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Luckylady
Rookie

Westcasino does not pay out and cancels win

26th Oct. 2020, at 06:44 pm CET#6
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Hello,

We have thoroughly reviewed your request and stand by our first statement:
In fact you have received a bonus for your Deposit and it works the same way as the first, second or third bonus, so they were deducted according to the terms and conditions mentioned in the previous mail
Although the Deposit bonus has different conditions, the same rules apply as the welcome package
This bonus will help you to have more chances to win and more playing time
Taking all this into account, the bonus must be deducted as it is identical to the first deposit bonus
Please let us know if you have any further questions

Kind regards,
Finance Team



On it my question how can one turnover-free Freespin the please convert

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Falko
Icon

Westcasino does not pay out and cancels win

26th Oct. 2020, at 06:49 pm CET#7
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Is but no mistake by you were made, if the employee in the chat you these free spins so manually credited. Then the casino itself is responsible for it and may not punish the player for it. In any case, it is bitter when you get such a win revoked without being at fault.

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Luckylady
Rookie

Westcasino does not pay out and cancels win

26th Oct. 2020, at 06:54 pm CET#8
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Falko wrote on 26.10.2020 at 18:49 clock: Is but no mistake was made by you, if the employee in the chat you so manually credited these free spins. Then the casino itself is responsible for it and must not punish the player for it. In any case, it's bitter when you get such a win revoked without being at fault.

Yes I also see so but I also do not know how to proceed there in the first email I was to ask in the chat and the chat says I should write an email that was now the answer to the email.

Hello

I am using a translator for you again.

This is due to the stated conditions of use.
Different Bonuses have different conditions. But still bonuses.

Kind regards,
Finance Team

Me: Yes I understood you. then tell me the condition for the bonus I claimed. 250 turnover free freespins for 20 Euro Deposit at the promotion Halloween Murder Mystery

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Paddington
Expert

Westcasino does not pay out and cancels win

27th Oct. 2020, at 10:02 am CET#9
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Contact one of the GambleJoe admins or the MGA directly! Disgusting action from the casino! Is also listed here on GambleJoe

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GibMaFuffi
Experienced

Westcasino does not pay out and cancels win

27th Oct. 2020, at 10:27 am CET#10
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I have exactly the same problem !!!
Also got the 250 FS for Dog House (turnover free) for 20€ Deposit and won 540€...500€ paid out and now exactly the same problem and 20€ in the account

Have never experienced something like this until now, is it worth to contact the MGA ???
This was the email I received yesterday...

Hello XXXX,


We hope this message finds you well.



We wanted to update you in regards to your recent winnings from the 1st deposit bonus



You will notice a smaller account balance. Kindly note that the System has automatically retained the value of EUR 480.03



This being a standard procedure for the initial Cash Bonus which is deducted upon withdrawal initiation.



This is as per our Bonus terms & Conditions, "7. Bonus funds from the welcome package (i.e. first, second and third deposit bonuses) will be deducted upon withdrawal request."



Rest assured the bonus deduction only applies to the welcome package bonuses. Your 20 Euro is in your balance and you can choose to withdraw, or play without a bonus



Thank you for your understanding. Best Regards,

Edit: font color adjusted



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