Michael Webster

Dear Michael,

Thank you for your further feedback. We are deeply concerned that you have not yet been able to connect with our support agent, Kate, and that your issue remains unresolved.

We want to address this for you immediately. The situation you described, where funds are removed due to a bonus conflict, is a known technical process that we can often reverse. We have not been able to do this for you because we need your direct cooperation.

To resolve this urgently, we have re-sent a detailed email from Kate to your registered email address. It contains a direct link to schedule a call with her at your earliest convenience.

This is our highest priority. During this call, Kate will walk you through exactly what happened, clarify any misunderstandings about our processes, and work with you to restore your account balance.

Please check your inbox and spam folder for our email. We are ready to fix this for you.

Sincerely,
The Customer Resolution Team
WinThere Casino

Dear Michael,

Thank you for your feedback. We are very concerned to hear about your experience and the frustration surrounding the £357 in your account.

Our records show that our support agent, Kate, has been actively trying to reach you via email to resolve this. The issue you encountered was a technical one related to bonus claims, which is often easily rectifiable.

We sincerely encourage you to check your email, including your spam folder, for our messages. By working directly with Kate, we are confident we can clarify what happened and work towards a resolution.

Our goal is to ensure a fair and transparent experience for all players, and we are committed to addressing your concerns personally.

Sincerely,
The WinThere Casino Team

Dear Michael,

Thank you for bringing your concerns to our attention. We are sorry to hear about your frustrating experience and the disappearance of the £357 from your account.

To ensure transparency, our system includes a visible timer on each player's account to clearly indicate the expiry period for any active bonus. All bonuses, including our generous welcome offers, are subject to our Terms and Conditions, specifically clause 11.16, which states they are valid for 7 days from the point of claiming. If the playthrough requirements are not met within this period, the bonus and any winnings generated from it are forfeited.

We understand that these terms can sometimes be missed. Please provide your account details. We would like to personally review your account activity to confirm if this was the case here and provide a detailed explanation.

For a full investigation, please contact our support manager directly by email or via Life Chat. We are committed to resolving this and ensuring you have a clear understanding of our processes.

Sincerely,
The WinThere Casino Team

Hey Michael,

Thank you for taking time to leave your review. We are sincerely sorry that you have a bad impression of our platform. We are ought to follow the legislation rules in online gaming industry, including AML legislation that prolongs withdrawal procedure. We are continuously working on improving and optimizing the withdrawal process. Please provide your details, we are willing to help and speed up your issue.

Feel free to write to our customer service team via email or via live chat, found in the bottom corner of our website.

We look forward to hearing from you soon.

- The Winthere Casino Team -

Hi Michael,

Thank you for taking the time to leave your review. We're sorry to hear you didn't find it easy to play. We strive to ensure our bonus terms are as clear and transparent as possible, providing bonuses with simple and fair terms. Our generous promotions still are limited by 7-days timeframe. Our clear Terms and Conditions are in line with industry best practices. As such, please refer to T&C 11.16 for more information regarding the issue outlined above.

If you have any further questions or issues, feel free to write to our customer service team via email or via live chat, found in the bottom corner of our website.

With regards,
WinThere Team

Thank you for the detailed review, Michael!

I appreciate you taking the time to share your thoughts, and I'm glad you don't think we're the worst site for sports bets. But I do want to address a few things.

The game you played the most, Seamen by Nolimit City, is a high-volatility slot. Dry spells are completely normal.
The game has a hit frequency of 20.20%, Free Spins: 1 in 263 and a Max Win probability of 1 in 41 million.
The sessions you had are not that shocking to be honest.

You also mentioned "their games", but just to clarify, none of the games are ours. They're provided by third-party studios who deliver the exact same games across majority of the industry. We have no control over the outcome whatsoever.

As for the sportsbook, we always aim to stay as competitive as possible, but odds can vary slightly between operators depending on the market, but I will pass on your feedback!

At the end of the day, luck is the only factor in play, and it doesn't always cooperate sadly.
Kind regards, Ebba!