Winbay Casino - Player’s account has been closed, seeking help for funds.

El pasado día 23 de octubre de 2025 me abrí una cuenta en el casino Winbay. Estuve usando el casino con normalidad, principalmente con apuestas deportivas y ruleta en vivo. Hasta que a mitad del mes de diciembre el casino bloqueó mi entrada al mismo.

Quiero aclarar que en ningún momento acepté ningun tipo de bono.

Desde entonces, me he comunicado con el casino vía email. El 22 de diciembre me informaron que mi cuenta había sido cerrada y me pidieron la documentación para verificar la cuenta, la cual fue enviada el día 26 de diciembre del mismo año.

Desde ese día, me dicen que la verificación está siendo procesada en una clara muestra del que el casino no tiene intención de devolverme los 450€ que tenía en la cuenta en el momento del cierre.

Solicito su ayuda para poder recuperar el dinero que Winbay casino se ha apropiado de forma totalmente ilegítima y fraudulenta.

Saludos

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Dear lumega,

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.

• Did you pass the verification before you lost access to the account?
• Has the casino indicated that there might be a problem with approving specific documents?
• Have you received any communication indicating the status of your latest document submission?

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,

Attila

Buenos días, no realice la verificación antes de que la cuenta fuera cerrada. Una vez cerrada la misma, el casino contacto conmigo pidiendome información para verificar la cuenta, dicha información fue enviada el 26 de enero y nunca más he recibido una comunicación del casino hacia mi.

Durante estos dos meses he escrito varias veces preguntando por el estado de la documentación y solo he recibido la respuesta de que están trabajando en ello o que pasarán la comunicación al departamento correspondiente.

Dear lumega,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Buenos días ya le he adjuntado por email el total de las conversaciones con el casino.

En ellas se ve como desde el pasado 26 de diciembre que envié los documentos para la verificacion de la misma, el casino ha ido alargando el proceso con la clara intención de no pagar el dinero del que se ha apropiado de forma ilegítima.

Saludos

Hello lumega,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No hay ningún problema al respecto. Continuo por aquí a la espera.

Un saludo

Dear lumega,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Winbay Casino representative to join this conversation.

Dear Winbay Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

First, we would like to apologize for the delay.

We would like to inform the player that his account has been verified, and we are working diligently to assist him further.

Kind regards,

Winbay Casino.

Dear Winbay Casino,

Thank you for the update.

Could you please clarify what the next steps are now that the player's account has been successfully verified

Specifically we would appreciate confirmation whether the remaining balance of €450 will be released to the player, what is the expected timeframe for processing the withdrawal and whether any additional actions are required from the player.

Thank you in advance for your clarification

Buenos días Barbora, comunicarte que el casino me ha reembolsado el dinero pendiente que tenía en la cuenta del casino en el momento del cierre de la misma.

Por mi parte, el caso está resuelto.

Muchísimas gracias al equipo de Casinoguru y en especial a ti Barbora, ya que sin vuestra ayuda habría sido imposible recuperar el dinero.

Mil gracias por todo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lumega,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora