WinPlace Casino - Player seeks refund after account closure.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinPlace Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When have you informed the casino of your gambling issues?
• When did you make deposits to the casino you wish to be refunded?
• When did the casino close your account?
• If there is any supporting evidence about these events, please forward it to my email at tomas@casino.guru

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,

Tomas

Dear eavalerio,

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, Munya (munya.s@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,

Tomas

Dear eavalerio,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from WinPlace Casino to join this conversation and assist in addressing the complaint.

Dear WinPlace Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

At this stage, we are still attempting to establish contact with the casino through an alternative communication channel in the hope of obtaining their cooperation regarding this case.

We will allow the casino a final period of 7 days to respond before proceeding further. If we do not receive any reply within that timeframe, we may unfortunately have to close the complaint as unresolved due to the lack of cooperation.

thank you very much

Could you please provide the operator and licensing details for WinPlace, so that I may consider escalating the matter directly to the regulator?"

Emerson

eavalerio

We will provide further details should we encounter challenges in obtaining the casino's cooperation. I have also explored alternative communication channels and will be monitoring for a response. In the meantime, I kindly ask for your patience and understanding.

Thank you for the update, Munya.

I appreciate your continued efforts to contact WinPlace through alternative channels. I will wait for further developments and remain available should any additional information be required from my side.

Kind regards,

Emerson

eavalerio

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Munya Shumba