Westpoint Casino - Die Gewinne des Spielers werden eingezogen, das Konto geschlossen.

Hello, I am having an issue with Westpoint Casino. I have fully completed the verification process there and have also made several deposits and withdrawals already. Several of the deposits also included a bonus. So far, I've received all requested withdrawals quickly and without difficulties. Last on 05.07.2023, I was playing at this casino without an active bonus and won a slightly higher amount. Following this, I made a withdrawal of 700€, and five days later, I received an email from the casino stating that my gameplay had been reviewed and I was alleged to have breached the general terms and conditions and the bonus conditions, despite not having an active bonus in play.

My withdrawal was withheld, and my account was locked. I can no longer log into my account.

I need your help as I feel I have been treated unfairly. I played without a bonus yet it has been claimed that I violated the bonus conditions.

Thank you in advance.

Best Regards,

Hallo, ich habe ein Problem bei dem Casino Westpoint Casino. Dort habe ich den Verifizierungsprozess vollständig abgeschlossen und habe dort auch bereits mehrere Einzahlungen und Auszahlungen getätigt. Mehrere Einzahlungen waren auch mit einem Bonus. Alle bisher beantragten Auszahlungen habe ich problemlos und zeitnah erhalten. Zuletzt am 05.07.2023 habe ich in diesem Casino ohne einen aktiven Bonus gespielt und auch etwas höher gewonnen. Daraufhin tätigte ich eine Auszahlung in Höhe von 700€ und 5 Tage später kam eine Mail vom Casino mit der Info, dass mein Gameplay überprüft wurde und ich angeblich gegen die allgemeinen Geschäftsbedingungen und auch gegen die Bonusbedingungen!? (Obwohl ich keinen Bonus aktiv hatte) verstoßen haben soll.

Meine Auszahlung wurde einbehalten und mein Konto wurde gesperrt. Ich habe keine Möglichkeit mehr mich in meinen Account einzuloggen.

Ich benötige Ihre Hilfe, weil ich mich zu unrecht behandelt fühle. Ich habe ohne einen Bonus gespielt und es wird behauptet gegen die Bonusbedingungen verstoßen zu haben.

Vielen Dank im voraus.

Freundliche Grüße

Hello seanjohn9999,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Westpoint Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? When was the last time you claimed a bonus When was the last time you spoke to the casino and what was it about? Did they give you any explanation of blocking your account?

Looking forward to your answer.

Regards,

Nick

good morning Nick,

thank you for accepting my complaint.

My account at Westpointcasino has been fully verified since May 22, 2023 and since then I have already taken advantage of several bonus offers and unfortunately also lost them, but also paid out some successfully without a bonus.

I last used a bonus on June 25, 2023 with a deposit of €380.00, but unfortunately I lost it and the account was at €0.00. So after losing my money I had no open bonus.

Yes, I'm in contact with the casino, but I always get general statements that refer to their terms and conditions and bonus conditions, but what exactly I'm supposed to have done wrong is not explicitly explained. My account has been suspended for an alleged violation of the T&Cs and bonus terms.

Here is an excerpt from the last email from Westpointcasino:

Hi xxx,

We understand this is not the nicest news to receive. However, our Terms & Conditions (T&C) and Bonus Rules are very clear about this breach and leave no room for speculation. As you play at our casino, it is your responsibility to read our T&C. And by playing you accept these T&C and Bonus Rules.

For more information, please refer to the following link, specifically section 9: Bonus Abuse

Bonus rules (westpointcasino.com)

Thank you for your understanding.

mark

payment security

West Point Casino

www.westpointcasino.com

If you need any further information, just let us know.

Many thanks for your help.

Best regards

Guten Morgen Nick,

danke für die Annahme meiner Beschwerde.

Mein Konto bei Westpointcasino ist seit dem 22 Mai 2023 vollständig verifiziert und seit dem habe ich bereits mehrere Bonusangebote in Anspruch genommen und leider auch verloren, aber teilweise auch erfolgreich ohne Bonus ausgezahlt.

Zuletzt habe ich am 25 Juni 2023 einen Bonus mit einer Einzahlung in Höhe von 380,00 € genutzt, diesen habe ich aber leider verloren und das Konto war auf 0,00 €. Demnach hatte ich nach dem Verlust meines Geldes kein offenen Bonus mehr.

Ja ich stehe im Kontakt mit dem Casino, allerdings kommen immer nur Pauschalaussagen, die auf ihre AGB und Bonusbedingungen verweisen, aber was genau ich falsch gemacht haben soll, wird nicht explizit erklärt. Mein Konto wurde wegen einem angeblichen Verstoßes gegen die AGB und Bonusbedingungen gesperrt.

Hier ein Ausschnitt aus der letzten Mail vom Westpointcasino:

Hi xxx,

We understand this is not the nicest news to receive. However, our Terms & Conditions (T&C) and Bonus Rules are very clear about this breach and leave no room for speculation. As you play at our casino, it is your responsibility to read our T&C. And by playing you accept these T&C and Bonus Rules.

For more information, please refer to the following link, specifically section 9: Bonus Abuse

Bonus rules (westpointcasino.com)

Thank you for your understanding.

Mark

Payment Security

Westpoint Casino

www.westpointcasino.com

Wenn Sie noch weitere Angaben benötigen, dann einfach gerne melden.

Vielen Dank für Ihre Hilfe.

Beste Grüße

Hello seanjohn9999,

Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Hi Nick,

Unfortunately not, because the casino has blocked my account and I can no longer log in there.

All I can say is that 25/06/2023 deposited €380 with a bonus. Unfortunately, I lost it completely. Then I deposited €30 on July 2nd, 2023 without a bonus and played in the casino there, I also lost this money. Then I deposited €80 without a bonus on July 3rd, 2023 and also played in the casino and a little later I paid out €70, which I received the next day. Then I deposited €50 without a bonus on July 5th, 2023 and finally got lucky that day and won a lot, so I paid out €700 and then this cancellation came from the casino.

I hope this information helps.

Best regards

Hi Nick,

leider nicht, da das Casino meinen Account gesperrt hat und ich mich dort nicht mehr einloggen kann.

Ich kann nur sagen, dass 25.06.2023 380€ mit einem Bonus eingezahlt hatte. Diesen dann leider komplett verloren hatte. Dann habe ich am 02.07.2023 30€ eingezahlt ohne Bonus und dort im Casino gespielt, auch dieses Geld habe ich verloren. Dann habe ich am 03.07.2023 80€ ohne Bonus eingezahlt und auch im Casino gespielt und wenig später habe ich 70€ ausgezahlt, was ich dann auch am nächsten Tag erhalten habe. Dann habe ich zuletzt am 05.07.2023 50€ ohne Bonus eingezahlt und hatte an diesem Tag endlich mal Glück und habe viel gewonnen, sodass ich dann 700€ ausgezahlt habe und dann kam diese Stornierung vom Casino.

Ich hoffe diese Angaben helfen weiter.

Freundliche Grüße

Thank you seanjohn9999 for all the information provided so far. As we will definitely need more details from the casino regarding your account closure, I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi seanjohn9999,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Westpoint Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

Hi Tomas,

I'd be glad to help you out with this case. There isn't a whole lot to share because the player was already told why we had to hold onto his withdrawal. Additionally, I'm not happy to publicly share exactly how the breach occurred as don't want to assist other players attempting to manipulate our casino or other casinos, but I'm happy to share privately.

The player went against the bonus rules for breaching the following term:

-  The use of Bonus funds with the sole purpose of progressing through Bonus stages. An example is when Bonus or cash funds are used to progress through the Bonus stages (i.e. collecting 9 out of 10 coins to reach that bonus feature) and then final stages (e.g. playing to collect the final coin out of 10 to reach the bonus feature) are completed with cash bets when bonus funds have been forfeited, lost or wagering met and converted to cash.

Feel free to reach out if you need more info.

Best regards

Westpoint Casino

Dear Westpoint Casino,

If that is the case, can you please forward any relevant evidence to my email address? (tomas.k@casino.guru)

Let me know once you do so. Thank you.

Kind regards,

Tomas

Dear seanjohn9999,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus T&Cs, as it was stated by the casino above.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Westpoint Casino, for providing the information and for your cooperation.

Best regards,

Tomas