The player from Australia was unable to log in to her casino account, and she had not received payment for her winnings. The Complaints Team attempted to assist by reaching out for further information, but due to a lack of response from the player, the complaint was closed. The team remained available to help if the player chose to reopen the complaint in the future.
Win998 Casino - Player's account is restricted and payment is delayed.
Closed
Our verdict
Player stopped responding
Amount: A$50
Win998 Casino
Safety Index:Very lowCase summary
Discussion
and now I can't login and they didn't pay me
Public
Public
7 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Win998 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- What specific error message do you receive when attempting to log in?
- Have you tried resetting your password, and if so, did you encounter any issues?
- Have you tried to contact customer support to check why you cannot log in?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
7 months ago
Dear Karlie89,
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.
Public
Public
6 months ago
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,
Natalia
Casino.Guru
