Winning.io Casino - Player's account has been closed and wishes to get a refund.

Dear Casino Guru,

I am writing to lodge a formal complaint against an online gambling platform for unethical and potentially unlawful conduct that has caused me significant financial and emotional distress.

Complaint Summary:

The platform allowed me to deposit €4,000 within hours despite clear signs of problematic gambling behavior, violating its responsibility to safeguard player well-being. This negligent behavior, combined with the platform's lack of a Dutch license, further compounds the issue.

Key Points of Concern:

Violation of Responsible Gambling Obligations:

The platform failed to intervene or take preventative measures despite evident signs of problematic gambling. This directly contradicts their Terms and Conditions, which state they reserve the right to intervene to protect player health and well-being.

Unlawful Operation in the Netherlands:

As a resident of the Netherlands, I have discovered that the platform lacks the proper licensing to legally offer its services in this jurisdiction. Under Dutch law, online casinos without a valid license are prohibited from accepting Dutch players, rendering their Terms and Conditions void and unenforceable in my case.

Acknowledgment of Gambling Problem Without Adequate Action:

After reporting my gambling issues, the platform permanently excluded me from their services. This action indicates their acknowledgment of my gambling problem but does not address their responsibility to safeguard my well-being earlier.

Failure to Refund Despite Responsibility:

I requested a refund of €3,400, which represents the balance lost due to the platform’s failure to uphold responsible gambling practices and legal compliance. My request has been denied without adequate explanation or resolution.

Request for Resolution:

I respectfully request that the platform process my refund of €3,400. I believe this is a fair and responsible resolution given their failure to prevent harm and their unlawful operation in the Netherlands. My bank was even blocked because i made so many transactions to them

Next Steps:

If my request is not honored, I will escalate this matter to all available regulatory bodies, including:

The Kahnawake Gaming Commission (as the platform suggested).

Relevant legal authorities in the Netherlands.

Consumer protection organizations.

I kindly ask Casino Guru to assist in mediating this issue and ensuring the platform is held accountable for their actions.

Thank you for your time and support. I look forward to your guidance in resolving this matter.

Dear Larsieboii,

Thank you for submitting your complaint, and I am truly sorry to hear about your issue with Winning.io . Before proceeding further, I would like to ask a few additional questions to better understand the situation.

• Could you please confirm whether your account was ever verified?
• Have you ever processed any withdrawal from the casino?
• When was the last time you communicated with the casino, and what was the discussion about?

Please also note that if the casino blocked your account upon being informed of gambling addiction, they acted in accordance with standard procedures, and you would not be eligible for a refund for any activity prior to that.

Looking forward to your response.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you please confirm whether your account was ever verified? After, I deposited 3400, i made a another 600 deposit, after that, my bank blocked my account. This should happened sooner but the way these fraudulent casinos use different ltd names in transactions this could happen

Have you ever processed any withdrawal from the casino? Yes, 600, wich was not on my account immediately because the bank blocked the transaction. After a few hours that was solved and i had to verify my account to withdraw it.

When was the last time you communicated with the casino, and what was the discussion about? Yesterday, i sent a mail containing my next steps if a solution will not be found.

"Please also note that if the casino blocked your account upon being informed of gambling addiction, they acted in accordance with standard procedures, and you would not be eligible for a refund for any activity prior to that." Their T&C’s state that: we reserve the right to intervene and return any real balance if continued gambling is detrimental to a player's health and well-being. By failing to act when the signs were evident, this platform contributed to my current financial distress. 

Dear Larsieboii,

Unfortunately, unless you specifically requested or mentioned gambling addiction to the casino, they had no reason to block you in any way.

Additionally, it is the player's responsibility to check if the casino is available in their region before registering. Unless the casino specifically restrict a country, you are free to play there. If your country has specific laws for that, the player is responsible to follow them.

Is there anything else we could assist you with?

Regards,

Nick

So after making me wait for a week while you already asked more information on my complaint, you just tell me you can’t help me? You just closed my complaints all within 3 minutes. Do you even read them?

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.