Dear Johan,
Allow me to have another go at making my case. I ask you to read this and reconsider the managements decision.
As stated on your site, an online casino offers bonusses as an incentive for players to sign up and play at the casino. In order to protect themselves from abuse, casinos back these offers with Terms and Conditions, stating clear rules for the bonus. By signing up, the player agrees to play according to these rules. If a player does not abide these, the casino has the right to refuse the player.
If a player visits a casino, there is a chance of losing money and a slighty smaller chance of winning some money. That’s the whole idea behind gambling.
When I signed up, I read your T&C carefully. Basically it stated that to be entitled for the bonus, one had to wager his deposit 12 times. After that, the bonus would be added and had to be played another 12 times. This is a reasonable way to protect the bonus. The wagers could take place on a large range of games. Further, it makes rules for early withdrawal.
All seemed fair to me, so I signed up, made my deposit and started playing my absolute favorite game of Blackjack (one of the allowed games). After wagering enough, the bonus was added to my bankroll, allowing me to wager a bit more each hand. Luck was on my side because I managed to win a nice amount.
Before I would do anything stupid, I wanted to check if I met my wagering requirements, just in case I wanted to either cash out, play a dis-allowed game or anything like that. So I contacted Live Support for that information. After that I played some more and called it a night.
The rest is known history.
But I feel that the logic Winward Casino follows, is not correct. First of all, you made me an offer through the bonus. That offer was backed by your rules. I had the choice to accept or decline. I accepted the rules as stated. Then Winward accepted my bets which I could either win or lose. In this case I happened to win, on a game that was allowed. Nowhere was mentioned that playing a single favorite game might be flagged as suspicious. I finished the wagering requirement, having made enough bets to prove I’m serious. Please note that I made bets from $10 - $25 each, depending on my bankroll. These bets are pretty much for a bankroll my size. So this indicates that I was not using a certain betting pattern to create, and I quote, “to try and manipulate an un-fair advantage”. The odds were the same each and every bet, I did not have a unfair advantage by cheating or fraudulent behaviour. Besides, the T&C mentions nothing on what one can bet or not.
All in all, I played by your rules, nothing more, nothing less. After that, I didn’t even initiate cashout of any sorts. And still your casino felt the need to label me as a bonus abuser.
In your effort to catch abusers, you are making the mistake to prey on innocent players that really have the intention on staying, like myself. I feel you could have waited to see if I would cash out, and what amount that would be. At that point, you could have decided if I were in it to exploit the bonus.
I can honostly say that I would have played a lot more on Winward, simply because I like the software, the graphics and my results so far.
Now I want you to know, I have posted my treatment on Casinomeister.com. I strongly believe that this kind of customer service is not appreciated by the online gambling community and I feel other players have to be warned. As you can understand, this could mean that players are going to avoid your casino, costing you business.
To summarize: I did NOT break any of your rules, on which games are allowed and how much I had to wager. You accepted my bets, risking losing, but expected winning as a casino. You still deemed it necessary to label me, before I even cashed out a single dime, a bonus abuser. You took away my winnings and refunded my deposit (still waiting for that btw).
Now at least it would be fair to grant me my winnings, those were made fair and square. If I would have lost money, I am sure you wouldn’t have refunded that. This would mean that Winward blocks you when you win, but probably keeps you around when you lose. That’s running a casino brilliantly riskfree. This will not pass the scrutiny of the gambling community, that’s for sure.
There is a solution to all this. And the best thing about it: it’s a win – win solution!
All I am asking, is for Winward to reopen my account and give me my bankroll back. This gives me the chance to prove I am a returning customer. You can ask other casinos like Intercasino, BetFred, Playboy Gaming, 32Red and so on that I do actually play without bonusses and that my game of choice is
BJ. I could even make promises like: I’ll play a lot for at least a month, outside the bonus, wagering a lot more, just to show I am a respectable player.
Being able to play again with that bankroll, would be the ‘win’ for me.
The ‘win’ for Winward:
You gain a player, who is serious. But I think it’s more important that you show goodwill to players, that you are willing to listen to your customers. Perhaps even your judgement can be wrong sometimes, as long as you show the willingness to correct errors, players will respect your business. Of course, if you are willing to give me the benefit of the doubt, I will communicate this the same way as I have the previous situation. Again, it would show potential customers that you are not a casino simply out on the hunt for abusers or taking money, but that you are serious about your business and customers.
I truly hope you want to reconsider my situation based on my arguments. Please let me know your decision. The sooner this is resolved, the better.
Regards
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Originally Posted by NextToYou
winward and slotsvillage same group
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