Wintomato Casino - Player’s funds are confiscated by the casino.

fficial Complaint Against Wintomato: Unjustified Funds Confiscation & Unresponsive Support

I am submitting this formal complaint against Wintomato regarding the wrongful confiscation of my $54.5 withdrawal and the false flagging of my account.

Key Facts & Proofs:

Fully Verified Identity (100% KYC): My account is fully verified with my official legal documents. I am a real, single individual operating ONLY ONE account on Wintomato.

False Positive Flag (VPN Usage): The system's claim of "multiple accounts / NDB farming" is a complete false positive caused solely by VPN IP overlaps. No duplicate account or multi-accounting activity exists under my identity.

Clear Contradiction by Support: Wintomato's support sent an automated email claiming my account was "permanently banned." However, my account remains fully active, accessible, and operational right now. This proves their action was an unreviewed, automated glitch.

Ignored Appeals: Customer support has completely stopped responding and refuses to conduct a manual security/identity check to clear this mistake.

Requested Action:

I request CasinoGuru's mediation to compel Wintomato to manually review my verified identity (KYC) and immediately release my $54.5 withdrawal. All supporting screenshots (KYC verification, active account status, deposit records, and support refusal) are attached.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Rasheed,

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 if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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.

Karla M.

​Dear Karla,

​Thank you for taking up my complaint. Here are the answers to your questions:

​No, absolutely not. No one in my household or on my network has an account with Wintomato. I am the sole user. The IP overlap occurred strictly due to using a commercial VPN service, not multiple accounts.

​Yes, I am fully KYC-verified. My identity documents have been approved by the casino.

​Without an active bonus. My winnings were accumulated through standard play/deposits with no active bonus conditions attached.

​I have attached all supporting screenshots (KYC verification status, active account dashboard, deposit/withdrawal logs, and support interactions) to this thread. Please let me know if you need any additional proof.

​Best regards,

Rasheed

Dear Rasheed,

Thank you for your response.

After reviewing the available information, I would like to draw your attention to the casino's General Terms and Conditions, specifically clause 3.4, which states:

"3.4. You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location."

As you confirmed that you accessed the casino using a VPN, this constitutes a violation of the casino's Terms and Conditions.

However, before reaching a final conclusion, I would like to review the casino's exact explanation for confiscating your winnings.

Unfortunately, I have not received the supporting evidence you mentioned. Could you please forward all relevant screenshots and your correspondence with the casino, particularly its explanation regarding the alleged multiple accounts, bonus abuse, and confiscation of your winnings?

You can send everything directly to my email at karla.m@casino.guru.

Thank you for your cooperation. I look forward to your reply.

Karla M.

Dear Rasheed,

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.

I have sent all the required evidence via your email, but I have not received any response from you.

​Dear Karla,

​Just following up to confirm that I sent all the requested screenshots and evidence directly to your email (karla.m@casino.guru) one week ago.

​Please check your inbox/spam folder when you have a moment, and let me know if you received them or need me to resend anything.

​Best regards,

Rasheed

Dear Rasheed,

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,

Karla Mayfly

Dear Rasheed,

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?

Thank you in advance for providing the information.

Following a detailed investigation, our security team identified approximately 20 accounts potentially linked to this player, based on matching IP addresses, device fingerprints, and other technical indicators.

Our investigation revealed that these accounts were used to collect No Deposit Bonus (NDB) rewards through various promotional activities and subsequently transfer the resulting funds to the player's main account through the tipping system, including rewards obtained from Free Spins (FS) gifts.

WinTomato offers a generous range of bonuses, promotions, and rewards to its players. However, creating or operating multiple accounts to abuse promotional offers, accumulate bonus rewards, or transfer promotional winnings between associated accounts is strictly prohibited under our Terms and Conditions.

Following our investigation, appropriate measures were taken in accordance with our platform rules:

All deposits made by the player were fully refunded.

Only the excess funds identified as originating from promotional abuse and transfers from associated accounts were confiscated.

The confiscated amount included funds transferred through tips originating from Free Spins gifts and other No Deposit Bonus activities.

We would like to emphasize that the player's original deposits were not confiscated. Our actions were limited to recovering funds identified as having been obtained through violations of our promotional rules.

WinTomato remains committed to maintaining a fair and transparent gaming environment for all players. While we strive to provide attractive bonuses and rewarding promotional opportunities, we must also take reasonable measures to prevent coordinated bonus abuse and protect the integrity of our platform.

Dear Wintomato Casino Team,

Thank you very much for the update!

Could you please provide me with supporting evidence, such as screenshots or any other relevant documentation, to confirm your statements?

You can send the evidence privately to my email address: martina.b@casino.guru.

Please rest assured that all evidence provided will be treated as strictly confidential and used solely for our internal assessment of the complaint.

Thank you very much in advance for your understanding and cooperation.

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.

We have provided all relevant disclosure above mentioned email address;

Dear Wintomato Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Rasheed,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and bonus abuse.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation is considered unacceptable practice in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.