Wintomato Casino - Player's account is closed due to false accusations.

I won over 400 DOGE and i wanna withdraw then i've been incorrectly banned and falsely accused for multiaccount! They stole my money and Support does'nt understand ENGLISH!! They keep saying i have multiaccount. I want my winnings now or i will send police and collection debt to Wintomato.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

That could probably be one of the reasons why their system detects it. That one of my neighbors might be playing. Since I live in an apartment building, it's the same IP I think. By the way. I played on instant win games such as plinko, dice, limbo and keno. And yes, I passed the verification using email. They have a captcha anti-bot system to be able to both log in, collect ndb bonus and withdraw. No KYC in other words. They handle withdrawals manually. And with that said. I only had one account at the casino and just want to get my winnings out as it's not often you're lucky enough to win that much money. The fact that they also have poor support who barely understand English and ignore me completely makes the matter even more serious.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The information I have is here.

Here is the evidence of how the casino acts against players. This is nothing more than pure fraud! I want the casino to immediately pay out my winnings plus interest for both suffering, financial damages and the violation I have been subjected to. Otherwise, I will take it to the police. From experience, I know that casinos are very afraid of losing their license and afraid of getting caught for a crime, therefore they usually immediately solve the problems after pressure from authorities and public sectors.

Dear Stefan_Karlsson

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, Martina (martina.b@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,

Kristina

I wonder now how it's going. It was a time ago since i've heard from Casino Guru. I need real help to get my winnings from Wintomato!

Dear Stefan_Karlsson,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wintomato Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been accused of having multiple accounts?

Thank you in advance for providing the information.

In this case when i forgot my log in to account, i created a new one because i could'nt reach any of them how ever i done. And thats the reason why it looks like i cheated but the truth is. I was not cheating on that. I was able to create a new user account. And i only used two of them. But this should'nt matter. I've heard many players who been banned for same reasons when they won large ammounts. I don't trust this casino att all after i've heard alot of things and seen proofs. I hope karma kicks in. I want my DOGE right now!

Dear Stefan_Karlsson,

I understand that you are upset about this situation.

Dear Wintomato Casino, can you please send me the proof that the player received bonuses on both accounts and let me know what kind of bonuses they were?

Thank you so much in advance

Dear Martina,

As you may have seen from the latest comment, the user has admitted to creating multiple accounts.

These bonuses were NDB bonuses;

We will make an exception in this case and restore the account along with the NDB balance. However, our actions were fully justified and aligned with globally accepted rules and standard industry practices.

Below you can find the screenshots for all 3 accounts:

Statistics for LuckyJoker:

Statistics for Foxtrot1:

Statistics for SuperKing:

Regards

WTM

Dear Wintomato Casino,

Thank you very much for your considerate and customer-friendly approach. It is truly appreciated.

Dear Stefan_Karlsson,

I understand that it must have been frustrating not to receive a response from the casino support, and your concerns are completely understandable. At the same time, I would kindly advise against creating any additional accounts apart from the one you already have, unless the casino specifically approves it. In this case, the casino’s decision turned out to be quite favorable, and I’m glad the matter was resolved positively.

Is there anything else, that needs the attention or we can close the case?

Please let me know.

I still want my money!! I still want my withdrawal! Otherwise I will go to the Police and report Wintomato for fraud!! I have seen with my own eyes that several players have been scammed on their withdrawals. I will take legal action if I do not get my DOGE Coins withdrawal!!

Update. I received my winnings now and thanks for help.

Dear Stefan_Karlsson, I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.