The player from Spain faced multiple issues with Winolot Casino, including the disappearance of a €650 withdrawal and a €50 deposit that was never credited. His account was blocked without explanation, and he received inadequate responses from customer service despite multiple attempts to resolve the matter. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to the lack of response from the player. Consequently, the complaint was closed for the moment, but the player retained the option to reopen it in the future.
WinOlot Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €650
WinOlot Casino
Safety Index:LowCase summary
Discussion
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9 months ago
Translation
Dear Casino Guru Team,
I am contacting you to file a formal complaint against Winolot Casino due to a series of serious incidents related to the management of my account, including the disappearance of funds, the blocking of my account without explanation, and the lack of adequate response from your customer service.
On March 24, 2025, I made a €50 deposit that was never credited to my account. After several unsuccessful attempts to contact the casino, it was finally the payment provider who resolved the situation and refunded my money, which in itself demonstrates a lack of efficiency and seriousness in Winolot's customer service.
However, the most serious problem was a €650 withdrawal that disappeared from my account without me receiving it. The casino claims that a third party accessed my account and used the funds, disclaiming liability based on its terms and conditions. I strongly reject this explanation, as they have not provided me with any conclusive evidence of this alleged fraudulent access.
To make matters worse, my account has since been blocked, so I have no access to any transactions, history, or additional information that would allow me to verify what happened. This measure, taken without any justification or prior notice, increases the suspicion of possible malpractice on the part of the casino.
I have tried to resolve the conflict amicably, contacting them repeatedly via live chat, where I was promised an email response that never arrived.
For all the above reasons, I request the intervention of Casino Guru as a mediator in this case. I am willing to negotiate the amount claimed, provided the problem is acknowledged and a reasonable solution is offered.
I attach the email sent (on several occasions) and to which I have not received a response.
Thank you for your attention and I look forward to your support in achieving a fair resolution.
Sincerely,
Sergio ****
Edited by a Casino Guru admin
Automatic translation:
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9 months ago
Dear seergiomooroo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinOlot Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the casino closed your account, or is the account still accessible to you?
- Have you made previous withdrawals from the casino?
- Was your account verified?
- Could you please share the communication you received explaining the disappearance of funds? Please forward the communication to my email at [email protected]
Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
They closed my account, and I've made some previous withdrawals, albeit with many problems. I verified my account, but it took a long time because they rejected all my documents. I also repeatedly asked for my account to be permanently closed, and after months, I only got it closed for 30 days. I have no recorded communication with them, as I only spoke once via live chat, and they haven't responded to my email. I even tried to contact a lawyer, but they haven't responded.
Automatic translation:
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9 months ago
Thanks for your reply.
The initial screenshot of an email you uploaded is too low resolution and isn't legible.
Could you please share any supporting evidence regarding the incidents with me at [email protected]?
I apologize for the inconvenience.
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9 months ago
Dear seergiomooroo,
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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9 months ago
Translation
I've sent you the email I sent them and haven't received a response. It's the only documentation I have available since I don't have access to the account. If necessary, I can also send you the email my lawyer sent, but they haven't responded either.
Automatic translation:
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9 months ago
Thanks for your reply.
- Could you please share any communication with the casino in which the casino informed you that your account has been accessed by a third party, and any other relevant communication?
Please forward the information to my email at [email protected]
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9 months ago
Translation
I haven't received any notifications. I contacted them via live chat when I realized I didn't have the money, and they told me that. Then they blocked my account and aren't responding to emails. Plus, before that, I spent months asking for my account to be permanently blocked, and they wouldn't, while I continued to lose money. In the end, they only blocked it for a month. Between that and this, they've caused me a lot of problems, and I want compensation.
Automatic translation:
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8 months ago
I understand your frustration, however, without evidence of any kind, we won't be able to confront the casino.
- Have you informed the casino about suffering from gambling problems in the past?
- Do you have any records of the casino accepting your withdrawal requests?
- Could you please share a screenshot of what it looks like when attempting to log in to your account? Is there any error you might identify and share?
- Are you able to reach the casino live chat and take a screenshot of a conversation regarding these issues?
Please let me know.
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8 months ago
Dear seergiomooroo,
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
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,
Tomas
Casino.Guru
