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I am filing this complaint against Wish King due to the unjustified confiscation of my winnings and the complete lack of transparency regarding bonus conditions and wagering requirements.

My last deposit on the platform was €250. During my gaming session, after placing multiple bets over a significant period of time, my account balance reached approximately €2140. Shortly afterwards, the casino removed almost the entire amount from my account, leaving only around €150 available.

When I contacted support, I was informed that my winnings had been wiped out because I had allegedly "canceled a bonus" and had not met the wagering requirements. However, I strongly dispute this explanation for the following reasons:

I did not consciously or intentionally cancel any active bonus.

At no time did the casino provide clear, transparent or accessible information regarding:

the amount remaining to be wagered

the progress of wagering in real time;

the exact consequences of canceling a bonus;

any warning that accumulated winnings would be confiscated.

The balance had already been generated through numerous completed bets and remained visible in my account, creating a legitimate expectation that the winnings were valid and withdrawable.

The casino did not provide any technical proof that I was the one who initiated the alleged cancellation of the bonus.

Considering that my last deposit was €250 and that extensive gambling activity had already taken place, the total confiscation of winnings seems excessive, disproportionate and unfair.

I consider this conduct to be highly unfair and potentially abusive. A casino cannot simply confiscate substantial winnings on the basis of vague bonus terms while failing to provide players with transparent information about wagering progress and clear warnings regarding the consequences of bonus-related actions.

The lack of transparency appears to put players at a disadvantage and raises serious concerns regarding fair gaming practices and consumer protection.

I request

a full independent review of my case;

full disclosure of all records and evidence;

restitution of confiscated winnings.

If necessary, I am prepared to escalate this situation with licensing bodies, consumer protection bodies, payment providers and other public dispute resolution platforms.

I hope this complaint will contribute to a fair and transparent resolution.

Estou a apresentar esta reclamação contra o Wish King devido ao confisco injustificado dos meus ganhos e à completa falta de transparência relativamente às condições de bónus e requisitos de apostas ("wagering requirements").

O meu último depósito na plataforma foi de 250€. Durante a minha sessão de jogo, após realizar múltiplas apostas ao longo de um período significativo de tempo, o saldo da minha conta atingiu aproximadamente 2140€. Pouco depois, o casino removeu praticamente todo o montante da minha conta, deixando apenas cerca de 150€ disponíveis.

Quando contactei o suporte, fui informado de que os meus ganhos teriam sido anulados porque alegadamente "cancelei um bónus" e não teria cumprido os requisitos de apostas. No entanto, contesto fortemente essa explicação pelas seguintes razões:

Não cancelei conscientemente nem intencionalmente qualquer bónus ativo.

Em nenhum momento o casino apresentou informação clara, transparente ou acessível relativamente:

ao valor restante necessário apostar;

ao progresso do wagering em tempo real;

às consequências exatas do cancelamento de um bónus;

a qualquer aviso de que os ganhos acumulados seriam confiscados.

O saldo já tinha sido gerado através de numerosas apostas concluídas e permanecia visível na minha conta, criando uma legítima expectativa de que os ganhos eram válidos e levantáveis.

O casino não apresentou qualquer prova técnica de que fui eu quem iniciou o alegado cancelamento do bónus.

Considerando que o meu último depósito foi de 250€ e que já tinha ocorrido uma extensa atividade de jogo, o confisco total dos ganhos parece excessivo, desproporcional e injusto.

Considero esta conduta altamente injusta e potencialmente abusiva. Um casino não pode simplesmente confiscar ganhos substanciais com base em termos vagos de bónus enquanto falha em fornecer aos jogadores informação transparente sobre o progresso do wagering e avisos claros relativamente às consequências de ações relacionadas com bónus.

A falta de transparência parece colocar os jogadores em desvantagem e levanta sérias preocupações relativamente às práticas de jogo justo e proteção do consumidor.

Solicito:

uma revisão independente completa do meu caso;

divulgação integral de todos os registos e provas;

restituição dos ganhos confiscados.

Caso seja necessário, estou preparado para escalar esta situação junto de entidades licenciadoras, organismos de defesa do consumidor, fornecedores de pagamento e outras plataformas públicas de resolução de disputas.

Espero que esta reclamação contribua para uma resolução justa e transparente.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wish King Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Do you have access to records about when bonuses were active on your account? Would you be able to share screenshots of these records?
• Could you please share with me your communication with the casino regarding the accusations made against you or the justification for the balance confiscation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for the explanation and the information shared via email.

Could you please share screenshots of the bonus offer you participated in? Have you saved screenshots of your balance before the balance was canceled?

Has the casino explained why they only left you 150€ instead of the deposited amount of 250?

Which games did you play in the casino, to your knowledge?

Thanks in advance for your reply.

Good afternoon. I don't have a screenshot before the Bonus was canceled. The casino doesn't show any history. They also didn't explain why they only left €150. It doesn't make sense, since the bonus was only €50. The casino still hasn't replied to my emails in which I complained and asked for the history of my bets. The winnings were on the Gates Of Olympus game.

Thank you for your attention.

Boa tarde. Não tenho captura de tela antes do cancelamento do Bônus. O casino não apresenta históricos. Também não explicaram porque motivo só deixaram 150€. Não faz sentido, sendo que o bónus era apenas de 50€. O casino continua sem responder aos meus emails onde apresentei reclamação e pedi o histórico das minhas apostas. Os ganhos foram no jogo Gates Of Olympus.

agradeço a atenção dispensada.

Thanks for your patience.

I reviewed the communication, but I couldn't find any accusation that you canceled the bonus yourself.

Would you be able to share this communication with me? I apologize for the inconvenience.

I didn't take any screenshots at the time of the chat conversation, and the casino doesn't provide a chat history. I'll contact the casino to get that proof. Thank you.

Na altura da conversa no chat não tirei nenhum print, e o casino não disponibiliza histórico de conversas no chat. Vou entrar em contacto com o casino para obter essa prova. Obrigado.

Thanks for your patience.

Please let me know if there is further evidence to support your case since your last post.

Looking forward to your reply.

Dear NunoBraganca,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru