Wintopia Casino - Player's withdrawal has been canceled.

Good evening, I was playing at the Wintopia casino with bonuses after a deposit, since I completed the wager and had communicated that the wager had been completed, I proceeded to withdraw. After a few days, they canceled my withdrawal (while I have made smaller withdrawals from this casino in the past) when I contacted them the first time, they replied to me at the E-mail that I quote below, in my subsequent attempts to contact them, they did not answer me at all and I am very upset. Thank you very much in advance!

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.

Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Could you please clarify the timeline of your deposits and bonuses relevant to the incident? If you have access to your records of deposits and bonuses, please share screenshots with me.
• Have you played the same games with the bonus money, and later with real money deposits? Which games have you played?
• Send the information requested to my email at tomas@casino.guru, or post screenshots here

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

Good evening,

1) I can access my account normally.

2) I will send you a screenshot showing the deposits and withdrawal attempts I made.

3) Yes, I have played the same fruits with and without bonus and mainly I play png moon princess 100 sweet alchemy 100

Thank you very much in advance.

Thanks for your reply.

• Are you aware of accumulating any value in these games during your bonus play that was released during your real money game?
• Could you please specify which bonus you activated and played with? When exactly did you receive this bonus, and when exactly did you complete its wagering?

Please let me know.

No, I didn't collect the bonuses and play them all together, then I didn't do a bonus hunt, I know it's not allowed, I just played my bonus and I DID NOT keep the bonuses NOR did I play more than 5 euros bet. Also, the bonus wasn't anything specific, just a 200% bonus with a max withdrawal of 10x the bonus that I received. I didn't do anything illegal in the fruits

I received the bonus on 2 May of 2026 and I completed the wager on 3 May 2026

Dear Vasikons8,

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, Stefan (stefan.m@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 Vasikons8,

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 Wintopia Casino to join this conversation and assist in addressing the complaint.

Dear Wintopia Casino,

Could you please provide your comments regarding the situation?

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

Thank you very much for your cooperation so far and I hope the issue is resolved. If you need any other information, I am at everyone's disposal.

Thank you very much in advance!

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.

Dear CasinoGuru Team and Vasikons8,

Thank you for the opportunity to clarify the situation with the withdrawal request.

Following a detailed review of the player’s account, gameplay, bonus activity, and withdrawal request, we identified activity that constitutes promotional abuse and a breach of our Terms and Conditions, specifically Clause 14.

Clause 14 states that any attempt at promotional abuse is strictly forbidden and will be treated as a breach of the Terms and Conditions. In such cases, the casino reserves the right to void the promotions involved, confiscate any winnings derived from them, and exclude the player from future promotional offers.

The relevant provisions include:

14.1. Storing value in games while playing with bonus funds, with the intention of claiming that value after the bonus is no longer active.

14.2. Attempting to wager a casino bonus while the player’s real-money balance is locked in pending sportsbook bets.

Our review confirmed that the player’s activity fell within the above prohibited practices. Consequently, the withdrawal request was cancelled, and the funds derived from the abusive activity were voided in accordance with the applicable Terms and Conditions.

The decision was made following an internal review of the account and is not related to the player’s withdrawal request alone, but to the identified breach of the promotional rules.

Based on the above, our position remains unchanged, and we consider the actions taken on the account to be fully justified under the Terms and Conditions accepted by the player upon registration.

Should you require any further clarification, we remain at your disposal.

Kind regards,

Wintopia Team

Dear Wintopia Casino,

Thank you for your response and for the information provided.

In order for us to independently assess the situation, we kindly ask you to provide the evidence supporting the alleged breach of your promotional Terms and Conditions. You may send the relevant documentation and evidence directly to my email address at stefan.m@casino.guru.

Once we have reviewed the evidence, we will continue our assessment of the complaint.

I look forward to your response.

Dear CasinoGuru Team,

We would like to inform you that we have sent the requested information to the email address provided.

Should you require any further clarification, we remain at your disposal.

Kind regards,

Wintopia Team

Dear Wintopia Casino,

Thank you for your response and for the information provided.

Could you please specify exactly where in the game logs we can identify the alleged strategy of storing value in games while playing with bonus funds with the intention of claiming that value after the bonus is no longer active?

In particular, we would appreciate it if you could indicate the specific game sessions, timestamps, or transactions that support this conclusion, so that we can independently review the evidence.

I look forward to your response.

Dear Casino Guru Team,

We would like to confirm that the requested clarification and supporting information have been provided to the email address shared with us.

The submitted documentation includes the specific bet references and the applicable provisions of our Terms and Conditions that were breached.

We remain available should any further clarification be required.

Kind regards,

Wintopia Team