Wheelz Casino - プレイヤーのアカウントがブロックされました。

Hello I played casino wheelz today, charged 20 euros, won jackpot 210 euros and then played different games and in one game I won almost 40 thousand euros and paid out. After that I played other games and suddenly they blocked my account. Blocks wheelz casino whenever a customer wins higher amounts. It's not confidential, the wheelz casino just noticed it. I have several photos I will send you an example. Please answer

Hallo ich habe heute casino wheelz gespielt habe 20euro aufgeladet, hab jackpot gewonnen 210 euro und danach hab verschiedene spiele gespielt und bei eine spiel hab ich fast 40tausend euro gewonnen hab ausbezaht gelassen. Da nach hab ich auch wieder andere spiele gespielt und auf einmal haben sie meine konto gesperrt. Sperrt wheelz casino immer wann eine kunde höhere betrag gewinnt. Es ist nich vertraulich das wheelz casino hab das jetzt bemergt. Ich hab mehrere fotos ich schicke ihnen eine beispiel. Bitte um ein antwort

Dear Lidya,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you have redeemed any promotional offer when placing your last deposit? If there's any relevant communication or you wish to forward any supporting evidence, my email address is petronela.k@casino.guru.

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello no I didn't have any free spins I played with my own money.

Hallo nein ich habe keine freispiele gehabt ich hab mit meine eigenegeld geschpielt.

They reopened my account but all my money is canceled from wheelz i will send you photos.i messaged you today but there is no reply.

I ask for help.

Sie haben meine accont wieder geöffnet aber meine ganze geld ist stoniert von wheelz ich schick ihnen fotos.ich hab sie heute angeschrieben aber es gibt kein antwort.

Ich bitte um hilfe.

Is there any relevant communication that you could forward to me, please?

You don't answer, I'm waiting.

Sie antworten nicht, ich warte.

Thank you very much, Lidya, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Lidya,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wheelz Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Wheelz Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why were the player's winnings voided? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi

They have reopened my account. But I won, they wiped all the money.

Hi

Sie haben mein Konto wiedereröffnet. Aber ich habe gewonnen, sie haben das ganze Geld abgewischt.

Hi Lidya,

On 02/August/2022 you played multiple game rounds on games which had an error, where bets were not deducted but winnings added to your account. Your account was therefore blocked temporarily while the amount incorrectly added was corrected according to our terms 5.23. You can now find the balance you should have together with a reward for the inconvenience. (5.23 - If Wildz or a third-party service provider mistakenly credits Your Account with winnings that do not belong to you, whether this is due to a technical or human error or otherwise, the amount credited in error will remain the property of Wildz and we transfer such amount back to Wildz from Your Account. We reserve the right to void any transactions placed using the amount credited in error, including related winnings.)

This issue was unfortunate mistake but we have proceeded accordingly to our terms and conditions. We apologise for the inconvenience.

I wish you a nice day.

Best regards,

Sebastian

Customer Representative

Wheelz

Hi

I didn't earn that money from a single game. I have played many games. and i won Your technical problem affects all my games?

Hi

Ich habe dieses Geld nicht mit einem einzigen Spiel verdient. Ich habe viele Spiele gespielt. und ich habe gewonnen. Ihr technisches Problem betrifft alle meine Spiele?

Hi Lidya,

Unfortunately, as you got the big win from a game that had some technical issues and then played other games, this affects all the games you played after these wins as you played with funds that were not meant to be there. The withdrawal that was made before starting to play the affected game was approved, but any other winnings that came after playing the affected game were deducted as these wins were a result of a technical issue. Please read our terms and conditions where we explain that:

(5.23 - If Wildz or a third-party service provider mistakenly credits Your Account with winnings that do not belong to you, whether this is due to a technical or human error or otherwise, the amount credited in error will remain the property of Wildz and we transfer such amount back to Wildz from Your Account. We reserve the right to void any transactions placed using the amount credited in error, including related winnings.)

I understand your frustration but as this was a technical issue we had to proceed accordingly to our terms and conditions.

Once again apologies for the inconvenience.

Best regards,

Sebastian

Customer Representative

Wheelz

Hi

So it's €100, but I don't earn it with my money. I play all the games with the money from the game you describe as broken and win. It's a very interesting situation.

Hi

Es sind also 100 €, aber ich verdiene sie nicht mit meinem Geld. Ich spiele alle Spiele mit dem Geld aus dem Spiel, das Sie als defekt bezeichnen, und gewinne. Es ist eine sehr interessante Situation.

Hi Lidya,

I have double checked the game transactions and I can confirm that you had not played the affected game before the 100€ withdrawal so it was approved. After this though, you have played the affected game and for this reason we had to block the account temporarily while the amount incorrectly added was corrected according to our terms 5.23.

Best reagards,

Sebastian

Customer Representative

Wheelz

Thank you, Wheelz Casino Team, for the explanation.

Could you please provide me with the player's complete gameplay history showing played games, dates (times), bets and balance, and a list of mentioned games with technical issues? Can you please share with me also an official communication with the information about these games with issues?

The ways to share the necessary data/files were mentioned in my previous post.

Hi Branislav,

Unfortunately we can not send these types of documents to a 3rd party site, but what I can do is I can send the requested documents straight to the player. If they decide to share it with you they can.

I have now sent the requested documents to the player.

Best reagards,

Sebastian

Customer Representative

Wheelz

Greetings all,

Dear Sebastian,

I understand, and we accept your decision. Thank you for the information and your cooperation.

Lidya, can you confirm you were provided with these documents and data? If yes - could you please share them with me?

Feel free to use my email mentioned above for sharing the files and data.

Dear Lidya,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Wheelz Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru