The player from Greece had registered at Winmaster Casino, won 60 euros from a bonus and 243 euros from a bet, but her winnings were confiscated and her account was closed due to alleged abuse. Despite being fully identified during registration, she received no specific reason for the closure from the casino's security department. The Complaints Team, after reviewing the case, concluded that the winnings were derived from a bonus without any deposit made, and since the issue involved sports betting, they were unable to assist further. The complaint was closed.
Winmasters Casino GR - Player's account has been closed and winnings confiscated.
Closed
Our verdict
Other
Amount: €243
Winmasters Casino GR
Safety Index:Below averageCase summary
Discussion
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11 months ago
Translation
I registered at the winmaster casino. With the registration bonus I won 60 euros at the casino and it was immediately withdrawable. With the 60 euros I played a bet slip and won 243 euros also withdrawable. My account had been fully identified from day 1 for this and I received the bonuses since identification was required first. Suddenly I received an email the day after Registration that my money was confiscated and my account was closed due to abuse of my account. I asked why several times and the answer I got every time was the same that the security department decided it and they are not obliged to answer me the reason. I have never created an account with this company again to have a 2nd account in the past. Obviously they do not want to pay the money I won. If you can, do something so that others do not fall for it in the future.
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11 months ago
Hello Kaiti59,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winmasters Casino GR. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you ever deposit into the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
TranslationVerified 12/04/25 if I remember correctly.
I have never made a deposit. Last time I spoke was 13/04/25 and I opened the account 10/04/25
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10 months ago
TranslationIs there any news? It's been a week and I haven't heard anything.
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10 months ago
Dear Kaiti59,
I hope you're doing well.
Could you kindly clarify the type of bonus you received—was it free spins or a cash bonus?
Additionally, could you let us know which games you were playing and the approximate amounts of your bets?
Ideally, access to your full betting history would help us better understand the situation, though we understand this may not be possible now that your account is blocked.
We appreciate your cooperation and look forward to your response.
Best regards,
Nick
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10 months ago
TranslationWhen I registered, it gave me some free spins and chips for roulette without a deposit. I didn't win anything with the free spins. However, with the roulette chips I won 60 euros, to be exact, approximately 59.67. These winnings were immediately withdrawable without the need for wagering. I bet this money on basketball and football betting matches and won 243 euros.
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10 months ago
Dear Kaiti59,
Thank you for your understanding.
Unfortunately, we will not be able to proceed further with resolving this matter for the following reasons:
- Your balance was entirely accumulated through a free bonus, without any deposit made. Please note that bonuses are considered a gesture of goodwill from the casino, and they reserve the right to revoke them at their discretion.
- The majority of your balance appears to have come from sports betting activities. As our platform handles only casino-related issues, we are unable to assist with matters outside this scope.
We’re truly sorry that we couldn’t be of more help in this particular case.
The complaint will now be closed.
Best regards,
Nick
