MrWest Casino - アカウント規則違反の申し立てにより、プレイヤーの引き出しが遅れています。

I was playing with a welcome bonus on mrwest.win

I wagered the full bonus and verified my account with all required documents.

I both attached it on their website and sent it to their email.

After a few days I received an email saying my account has been validated so i was just waiting for my money.

While waiting i contacted their live support daily to ask when they were going to send me my money and they just told me to wait.

Last week i received an email from them saying i have breached a rule and played a jackpot game, which i have not since i was aware of this rule.

First of my personal opinion is that if a slot machine is forbidden to play it should not even be possible to open it or at least a pop up should come up letting the player know it is forbidden.

But I did not even play any forbidden game.

They claim that i have played a jackpot game without even knowing the meaning of jackpot.

I played a slot machine Maneki 88 Fortunes which they claim has a jackpot function but it has not.

A jackpot is the biggest price you can win combined with other slot machines where a small sum of your bet goes to the pot.

The size of your bet does not matter since there is an equal sum going to the jackpot and the winner will receive the full jackpot no matter of the betsize.

Maneki 88 has a similar funktion as the bonus buy function on many slot machines where it gets affected by the betsize and only applies to that slot machine not others.

When I type what is a jackpot on goolge i get this answer:

a large cash prize in a game or lottery, especially one that accumulates until it is won.

I replied to their latest email but i have not got any response yet and that was one week ago.

I can share the the email conversations between us

Dear marcovlindeman73,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and this is what I found:

4.29 Please note that the following games are not allowed to be played whilst having a Bonus: All versions of Craps, Video Poker, Rummy, all Jackpot Games, and the following Slot games: Mega Joker, Dead or Alive, Dead or Alive 2, Dr. Jekyll & Mr. Hyde, Take the Bank, Scrooge, Solar Queen, Solar King, Solar Temple, Sea Hunter, Beautiful Bones, Le Kaffee Bar, Vampire: The Masquerade - Las Vegas, Big Bang, Eggomatic, Lucky Angler, Wild Turkey, Koi Princess, Champion of the Track, Robin Hood, Simsalabim, Cosmic Fortune, The Wish Master, Pandamania, Wild Water, Tower Quest, Wizard of Gems, Eye of the kraken,Golden ticket, Energoonz, Pimped, Gemix, Pearls of india, Gunslinger, Royal Masquerade, Rage to Riches, Fire Joker and Mystery Joker.

• Were you aware that playing Jackpot games was not allowed while your bonus was active?
• Have you noticed that the game Maneki 88 Fortunes includes a Jackpot feature?
• Did you play any other slot games while the bonus was still active?

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

Best regards

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear marcovlindeman73 & Veronika,

I am sorry to hear about your situation!

I can see that indeed our team has partially voided winnings from your casino account, as you have played a Jackpot game while wagering an active bonus, thus breaching the following article of the accepted terms and conditions:

4.29 Please note that the following games are not allowed to be played whilst having a Bonus: All versions of Craps, Video Poker, Rummy, all Jackpot Games, and the following Slot games: Mega Joker, Dead or Alive, Dead or Alive 2, Dr. Jekyll & Mr. Hyde, Take the Bank, Scrooge, Solar Queen, Solar King, Solar Temple, Sea Hunter, Beautiful Bones, Le Kaffee Bar, Vampire: The Masquerade - Las Vegas, Big Bang, Eggomatic, Lucky Angler, Wild Turkey, Koi Princess, Champion of the Track, Robin Hood, Simsalabim, Cosmic Fortune, The Wish Master, Pandamania, Wild Water, Tower Quest, Wizard of Gems, Eye of the kraken,Golden ticket, Energoonz, Pimped, Gemix, Pearls of india, Gunslinger, Royal Masquerade, Rage to Riches, Fire Joker and Mystery Joker.

Keep in mind that only the winnings generated following the breaches have been voided, your balance before the breaches has been returned to your casino account balance accordingly.

The game in question is Maneki 88 Fortunes, from the provider B Gaming - I have included screenshots showing that the game clearly states and shows the Jackpots both on the home screen of the game, as well as in the game information section.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Hi,

Yes i was aware that Jackpot games are not allowed while playing with a bonus.

I did not know that their mini, minor, major and grand price was a jackpot feature because the prize sum changes depending on how much you bet just as their other feature bonus buy does.

Jackpot in general means that a small amount of every bet you make goes towards the jackpot,

which is not the case here.

Also if the casino choose to call their features for jackpot when it is not belonging to the traditional meaning of a jackpot then a pop up should come up as notification mentioning this to the playes as it is forbidden to play while having an active bonus.

Yes i played some other games as well but dont remeber which one and i can not find it either on their bet history.

Dear marcovlindeman73 & Veronika,

Thank you for your reply!

There are different types of jackpot games available and jackpots offered. In the case of the game you played, you can see from the main game screen that the provider is advertising this as a jackpot game.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

A jackpot is a jackpot you can not raise or decrease the prize of it by different betsizes.

I thought it was connected to bonus buy as they both changed in amounts depending on my betsize.

Dear marcovlindeman73 & Veronika,

Thank you for your reply!

Any game that offers a Jackpot and which is clearly marked as such is considered to be a Jackpot game and shouldn't be played while wagering a bonus.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear MrWest Casino Representative,

Thank you for getting in touch with us and for providing additional information regarding the player's case.

Dear marcovlindeman73,

Could you please confirm whether your balance was restored to the amount it was at before the casino informed you of the breach of the Bonus Terms caused by playing a jackpot game?

No it is not restored.

My money is still missing

Dear marcovlindeman73 & Veronika,

The player's balance is currently EUR 438.04, which is the balance the played had accrued prior to making the first breach of the casino's accepted terms and conditions. The funds generated following the breaches have been voided and will not be returned.

For reference, the first bet that breached the terms and conditions was placed by the player on 15/04/2025 - 14:25:27 (GMT Time) on the Jackpot game Maneki 88 Fortunes, in the amount of EUR 9.5. The balance prior to placing this bet was EUR 438.04.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear Eva,

Thank you for the update. Could you kindly provide a screenshot from the player's account that confirms the balance was restored to €438.04 as stated? You can send it to my email address: veronika.f@casino.guru.

Dear marcovlindeman73,

Since the balance before the breach occurred has been reinstated, and only the winnings generated after the breach were voided, we consider the casino’s decision to be fair under the stated terms and conditions. If there’s any additional evidence or clarification you’d like us to consider, feel free to share it. Otherwise, we will wait for the screenshot confirmation from the casino before closing the complaint as unjustified.

Dear Veronika,

I have sent the screenshot to your e-mail, showing the player's current account balance.

The player is free to withdraw or use these funds as he wishes.

Warm regards,

Eva Stone

Head of Customer Experience

MrWest Casino

Dear Eva,

Thank you very much for sending me the email with the requested evidence.

Dear marcovlindeman73,

Thank you for your patience and for providing detailed explanations throughout this complaint process.

We understand your frustration, especially regarding the lack of a warning system that would prevent players from opening games excluded from bonus wagering. While we agree that technical restrictions or visible alerts could greatly help avoid such issues, the casino's solution to reinstate your balance to the amount you had before the breach occurred is considered fair from our point of view. This is in line with the casino’s published terms and conditions, which clearly mention that jackpot games—including the one in question—are not permitted while a bonus is active.

Therefore, we consider the casino’s decision to be justified. That said, we do encourage MrWest Casino to consider implementing preventive measures to help players avoid similar misunderstandings in the future.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino.Guru Team