The player from Austria faced issues with his account after claiming he did not receive a €200 deposit, which the casino insisted had been credited before his account was closed due to inappropriate comments. He provided evidence of his deposit and winnings from a bet but was frustrated with the casino's refusal to refund the money. The issue was resolved when the player confirmed that the money had been transferred back to him. The complaint was marked as resolved in the system, and the Complaints Team expressed appreciation for his cooperation.
Winnerz Casino - Player’s account has been closed without receiving funds.
Resolved
Our verdict
Case closed
Amount: €200
Winnerz Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
The casino claims I received 200 euros without even receiving the money.
I will explain the whole process to you
I made a deposit of €200 on June 11th at 2:00 a.m. The money has already left my bank account, but I haven't seen any money on Winnerz. I wanted to place a bet on Argentina vs. Colombia, but even though I won the bet, I was so frustrated that the casino didn't even credit my money to my account, even with proof.
I would have had 500 euros actually...
Afterward, I expressed myself in the live chat about how shitty their casino site is. It always worked, and today, exactly when I wanted to place a bet on football, right when the game started, I didn't get any bonus money in my account. Then I made a very tragic statement in the live chat, using insults and so on, which led to my account being closed because I wrote bad words. No problem.
Then I wanted a refund of the money. I waited 2 days and today the day has arrived.
I received an email. It stated that the money was already in my account before my account was closed. This information is incorrect because I wanted to play in Argentina, which was exactly on June 11th at 2:00 a.m. They said my deposit of €200 was on June 10th, which is incorrect information. They are lying to me so they won't refund my money to my bank account.
Then I said, "Show me everything." They sent me a picture they wrote down themselves, without any logs of player sessions or anything else. I never got the money, otherwise I wouldn't be freaking out in the live chat and insulting everyone because I won the bet when I had the money in my account. Unfortunately, the money wasn't credited to my account immediately after the deposit, and I don't even know why.
Now I would like an explanation from this shitty scammer. They took my money for no reason, even though I now have 500 euros from Argentina, even with winning bets, because I wanted to play this game. This casino claims that I already had the money, even though I deposited 300 euros beforehand, which means I made several deposits.
The casino should be destroyed, these HK should pay out my money, I will go to court and they should pay me compensation because I am in such a bad state
They even said themselves that the money will be refunded because your account is blocked, but they didn't, they ripped me off, what a son of a bitch casino
Automatic translation:
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8 months ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing.
To help us better understand your situation, please allow me to ask you a few questions:
- Could you kindly send us the deposit receipt and the confirmation email from the casino regarding the deposit you made on June 11 at 2:00 AM?
- Did you actually place a bet on the football match between Argentina and Colombia, or is the €500 you mentioned a hypothetical win?
- What was your account balance at the time your account was closed?
Additionally, please forward all communication you’ve had with the casino regarding the deposit issue and any follow-up messages to [email protected].
Thank you in advance for your cooperation. I hope we’ll be able to assist you in resolving this matter soon.
Best regards,
Veronika
Casino.Guru Team
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8 months ago
Dear mihaelstnc,
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.
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8 months ago
Translation
Unfortunately the money was deposited on June 11th but every website and bank says it was on June 10th. I asked the casino to send me the game data because all the money wouldn't add up. I would have 200 euros left at the casino.
When depositing I typed in 300 even though a page popped up that I had already opened earlier, which was yesterday, 10.6, so that means that this was deposited and I unintentionally confirmed it without looking closely and then the money was deposited. The website was already open before yesterday, so it was open the whole time, even though I wanted to make a different deposit. This casino owes me 200 euros, quite simply.
Automatic translation:
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7 months ago
I have not received any emails with evidence yet. Please double-check if you typed out my email address correctly: [email protected]. Please note that without any solid proof from your side, we won't be able to continue with the investigation. Thank you for your understanding.
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7 months ago
Thank you for letting me know. Is there anything else we can assist you with, or may we consider your issue resolved?
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7 months ago
Dear mihaelstnc,
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.
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear mihaelstnc,
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,
Veronika
