Wino Casino - ボーナス条件が不明確なため、プレイヤーの出金限度額が減額されます。

I would like to file a complaint regarding Wino75 Casino and a withdrawal dispute involving bonus winnings.

I deposited €30 and received a €5 bonus. I proceeded to play, won €1100, and fully completed the wagering requirements associated with the bonus.

When I requested a withdrawal, my winnings were reduced to €100 based on a "maximum withdrawal" rule. However, this limitation was never clearly presented to me at the time I accepted the bonus or during gameplay.

After my withdrawal was declined, I contacted support multiple times requesting proof that this rule (maximum €100 withdrawal) was clearly visible and accepted before I started playing. The casino repeatedly referred to their Terms and Conditions but failed to provide any concrete evidence such as:

A timestamp of acceptance

A version of the terms shown at the time

Proof that the withdrawal cap was clearly displayed during the bonus claim

Instead, they rely on a general statement that all terms are accepted upon registration, without demonstrating that this specific and critical restriction was made transparent.

I believe this is a case of unclear and non-transparent bonus conditions, where a significant limitation is enforced only after a player wins and attempts to withdraw.

I respectfully request that this case be reviewed and that the casino be asked to provide evidence of fair and transparent presentation of their bonus terms prior to gameplay.

If such proof cannot be provided, I believe the full winnings should be honored or a fair resolution should be offered.

Thank you for your assistance.

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Dear Fallenprincess,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found:

7.8. Free Bonus If you receive a non-Deposit bonus (general no deposit bonus/refer a friend bonus/registration bonus etc’) or free spins with no deposit, unless stated otherwise, the maximum amount that you can win or withdraw from it is €100 (or currency equivalent) or two times the bonus amount. The larger amount of the two will be applied. Any winnings greater than the applied amount, including winnings subsequently won from with that money even after any deposit, will be removed from your account. In order to withdraw money from non-deposit bonuses, a first deposit must have been made. If we suspect players to have abused any of these bonuses, we reserve the right to confiscate player funds and ban the account.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards

Petra

Thank you for your response.

I understand that maximum withdrawal limits from bonus winnings can be considered acceptable under your Fair Gambling Codex. However, my concern is not about the existence of such a rule, but about how it was presented.

At no point during the bonus claim or gameplay process was the €100 withdrawal limit clearly displayed or made transparent to me. This is a significant restriction that directly affects potential winnings, and I believe it should be clearly communicated at the moment a player accepts the bonus.

I have also asked the casino multiple times to provide evidence that this specific limitation was visible and acknowledged prior to gameplay (such as a timestamp, interface screenshot, or acceptance log), but they have not provided any such proof.

Therefore, my concern is that this rule, while present in the general terms, was not presented in a clear and transparent manner to the player before participation.

If possible, I kindly ask you to verify whether the casino can demonstrate that this limitation is actively shown or highlighted during the bonus claim process, rather than being buried within general Terms & Conditions.

Thank you for your consideration.

Dear Fallenprincess

Thank you for your response.

I understand your concern that maximum withdrawal limits from bonus winnings should be clearly presented at the time the bonus is claimed. Transparency in such cases is indeed important.

However, according to our Fair Gambling Codex, we consider imposed win limits to be unfair and predatory only when applied to real money play. In the case of bonus play, we accept Terms and Conditions that restrict the maximum cashout from bonus winnings.

At this stage, we have not received any additional evidence indicating that the casino changed its terms or acted against its stated rules. The casino appears to have applied a standard bonus win limit, which is automatically accepted by the player upon claiming and using the bonus.

Therefore, I regret to inform you that, for now, your complaint will be rejected due to insufficient evidence supporting your claim that the rules were applied unfairly or non-transparently.

I’m sorry we were unable to assist further in this case. If you encounter any other issues in the future, please do not hesitate to contact us again—we will be happy to help.

Thank you for your understanding.

Best regards,

Petra