Whamoo Casino - Das Spielerkonto wurde gesperrt.

I got some free spins for free, I have played there a few times with real money, then they offered me free spins and I won 40 euros then I won up to 2100 euros, about SEK 23,000. Then I wrote to them in the chat and asked how I could withdraw them, then they said that I should deposit money to be able to redeem the bonus. Then of course I was disappointed and sadly said I wanted to take a break from the game's website. So then they blocked me from logging in but then I told them I wanted to open the account again because I got the wrong information from the beginning one in the live chat but they don't want to open me again because they don't realize that they is suitable for me to play. I am so disappointed they are my biggest first big win. Can you help me ? They said I had to deposit money to implement their demands, but they don't fit according to their rules. I want them to open my account again and I want to be able to transfer the 1600 euros to be able to withdraw them. Plus there was no wager how much I had to transfer, it kind of felt like they were deceiving me in the beginning, then after they closed my account, they don't want to open it again, probably because they are very expensive. Please please help me!!

Jag fick några free spins gratis, jag har spelat där några gånger med riktiga pengar , sen erbjöd dom mig free spins och jag vann 40 euro sen så vann jag upp till 2100euro ca 23.000kr . Sen skrev jag till dom i chaten och fråga hur jag skulle kunna ta ut dom, då sa dom att jag skulle sätta in pengar för att kunna lösa ut bonusen . Då blev jag så klart besviken och sa tyvärr att jag ville ta en paus från spelets hemsida. Så då blockera dom mig från att logga in men sen så sa jag till dom att jag ville öppna kontot igen för jag fick fel information från början av en i live chatten men dom vill inte öppna mig igen på grund av att dom inte inser att de är lämpligt för mig att spela. Jag blir så besviken de är min största första stora vinst. Kan ni hjälpa mig ? Dom sa att jag va tvungen att sätta in pengar för att omsätta deras krav men de stämmer inte enligt deras regler. Jag vill att dom öppnar mitt konto igen och jag vill kunna omsätta dom där 1600euro för att sedan kunna ta ut dom . Plus att det stog ingen wager hur mycket jag va tvungen att omsätta känndes typ som dom lura mig i början sen efter dom stängde mitt konto så vill dom inte öppna de igen antagligen på grund av att de är mycket penhar . Snälla snälla hjälp mig !!

Dear nyaaxx2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify what was the reason why you request the account closure? How much was your active balance at that time? Have you received any winnings from your Free Spins?

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

Best regards,

Petronela

I requested to close the account because I did not want their conditions to deposit more money to be able to withdraw them. I then said that I want to close the account, but after about 1 hour I received an email where they explain that they have given me the wrong information. Which you can see in the documents I submitted. I know that my account is exactly at: 2137.52 euros

I first won 40 euros on free spins, then I had to convert 40x35 euros, then the wager didn't work for me and I won up to about 120 euros, then came the big win of about 1910 euros.

thanks for helping me

Jag begärde att stänga kontot på grund av att deras vilkor för att sätta in mer pengar för att kunna ta ut dom ville jag inte. Jag sa då att jag vill stänga kontot men efter ca 1timme fick jag ett mail där dom förklarar att dom har gett fel information till mig. Vilket du kan se på dokumenten jag skickade in . Jag vet att mitt konto exakt va på : 2137,52 euro

jag vann först 40 euro på free spins sen så va jag tvungen att omsätta 40x35 euro sen så syndes inte wagern för mig och jag vann upp till ca 120 euro sen kom storvinsten på 1910euro ca.

tack för att du hjälper mig

You accumulated €2,100 from FS and didn't want to place a real money deposit to withdraw your winnings, is that correct? Instead, you requested to have your account blocked.

Yes, that's exactly what they are. And I got a message that it didn't match that I didn't need a deposit to be able to withdraw them: The same thing, I can't bear to bother anymore, they have sent a message that they will not open my account again, they have to do exactly as they wish o change the conditions at the same time as you play. They are so unfair

Ja exakt så va de. Och jag fick ett besked om att det inte stämde med att jag inte behövde insättning för att kunna ta ut dom :Sak samma orkar inte bry mig längre dom har skickat ett medelande med att dom inte kommer öppna mitt konto igen , dom får ju göra exakt som dom vill o ändra villkoren samtidigt som man spelar. De är så orättvist

Hi Casino Guru,

There are a few different elements to this complaint, so apologies in advance for the long response.

We make sure we're very clear with our bonus rules and in explaining how wagering works, in our Terms and Conditions, Bonus Rules and Bonus Explained. All of our Bonuses require that the wagering requirement is met with real money bets - from deposited funds or fulfilled bonuses which have released cash to a player's balance.

With regards to the 'wrong information' provided on Live Chat, this was nothing to do with the player's complaint. He had been told that there was a maximum cashout to the winnings, which was then corrected in an email, and was more favorable than the misinformation.

The player made the decision to close the account after this correction, and as I mentioned, it wasn't because of this. It was due to real money wagering required. The player did not request a break from the game's website. The request was to 'delete my acc here please this casino is not for me'.

I can assure you that the player was never deceived from the beginning, as our Terms and Conditions and Bonus Rules state the real money wagering, and the player agreed to them when registering and when using our services - these rules have not changed.

We declined to reopen the account, in accordance with our Terms and Conditions which state: 9.3 An account closed indefinitely, or for a fixed period of time that has now passed, may be opened at your request. Whamoo may decline to reopen any previously closed account at its own discretion.

It is also worth noting that the player has since further breached our Terms and Conditions, as well as possibly human decency and the law, by making death threats towards our Live Chat hosts, in addition to torrents of abusive language and wishes for them to contract deadly diseases. Therefore, the account will remain closed, as the player has been informed.

I can also advise that the player has had no financial loss as a result of this, as the wagering that led to the pending bonus winnings was with the bonus funds rather than any deposited funds or real money.

Best regards,

Whamoo Casino

Thank you very much, Whamoo Casino Team, for the clarification. If you wish to forward any supporting evidence, my email address is petronela.k@casino.guru.

Dear nyaaxx2,

I have checked the general bonus terms and conditions, and this is what I found (here):

Free Spins

Free Spins are spins with a pre-set wagering amount that can be added on a specific game for a player to enjoy without wagering money from their account balance. Players can only use the rewarded Free Spins on the designated slot game. Please note that some games provided by certain game providers and their Free Spins may not be available in all jurisdictions in which Whamoo operates.

All winnings derived from bets with Free Spins or a no-deposit Bonus/promotion may only be paid out after the player has made at least one successful deposit since the player's registration date. Unless otherwise stated in any specific Bonus/promotion rules, the default WR for winnings derived from bets with Free Spins is always Forty times (40X). Only real money funds and released bonus funds can contribute towards the wagering requirement of the Free Spins winnings. Unless otherwise stated in any specific Bonus/promotion rules, Free Spins are valid for 7 days after being rewarded to the players account.

Since you have not fulfilled the wagering requirements for your Free Spins, which require real money, your bonus remains incomplete. Consequently, it is not possible to make a withdrawal request for an unfinished bonus. Furthermore, you previously requested the closure of your account, as you acknowledged. Regrettably, there is limited assistance we can provide in this situation.

Dear nyaaxx2,

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

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.