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Complaint Against WatchMeWin – Account Blocked and Funds Confiscated

I am submitting a complaint against WatchMeWin regarding the blocking of my account and the confiscation of my funds.

I was playing normally and the casino offered me a bonus. I accepted and used the bonus as it was offered. I did not use fraudulent methods, manipulate the games or attempt to circumvent the casino's rules.

After I won funds, my account was blocked and my funds were confiscated.

WatchMeWin claims that I committed "bonus abuse" and referred to its bonus terms. However, the casino has not clearly explained what I actually did that constituted bonus abuse.

I have asked them to provide:

the exact rule or clause that I allegedly breached;

the specific action or activity that constituted the breach;

the specific bonus condition that I violated;

the factual basis for confiscating my funds.

So far, I have not received a clear explanation identifying any specific violation.

The bonus was offered by the casino itself and I simply used it according to the conditions presented to me. I therefore believe that the casino should be required to explain precisely why my actions constituted a breach before confiscating my winnings.

I have already contacted the casino's representative, Samuel, regarding this matter, but I have not received a satisfactory response.

I have now submitted a formal complaint directly to WatchMeWin at complaints@watchmewin.casino but email is not acctive.

I am asking Casino Guru to independently review this case and determine whether WatchMeWin had sufficient grounds to block my account and confiscate my funds.

I can provide the email from Samuel, my correspondence with the casino, screenshots and any other evidence required.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

Hello,

Thank you for your message. Please find my answers below:

I used the bonuses that were regularly offered by the casino, for example 100% deposit match bonuses. I activated and used them as they were offered to me.

While the bonus was active, I mainly played Pragmatic Play games. I did not focus on exploiting any particular game or bonus feature; I simply played normally.

I would describe my gaming style as normal recreational play. I do not have a specific strategy or unusual betting pattern. I simply play the games I enjoy, sometimes switching between different games. I did not make any noticeable changes to my playing style in order to abuse or manipulate the bonus.

Yes, I successfully completed the full KYC verification when I made my first deposit. My identity was verified by the casino.

I would also like to emphasise that I am still not aware of what specific action the casino considers to be "bonus abuse". The bonuses were offered to me by the casino, and I used them in accordance with the conditions presented to me.

I hope this information helps with your investigation. I am happy to provide any additional information or screenshots you may require.

Kind regards, [Redacted]

Hello,

I would like to provide an update regarding my case.

The casino has now responded to my complaint and stated that my account was blocked due to alleged violations of their Terms and Conditions. However, their response does not identify any specific violation that I supposedly committed.

Instead, they have listed several general sections of their Terms and Conditions concerning multiple accounts, bonus abuse, game manipulation, prohibited software, collusion and other forms of misconduct. However, they have not stated which of these allegations actually applies to my account, what specific action I allegedly took, when the alleged violation occurred, or what evidence they have to support their decision.

I would like to make it clear that I had only one account. I did not create or use any other account, I did not manipulate any games, I did not use prohibited software, and I did not engage in collusion or any other fraudulent activity.

I did use promotional bonuses that were offered to me by the casino, but I did not knowingly violate any bonus terms. If the casino believes that I breached a specific bonus condition, I believe they should clearly identify the particular promotion, the exact term that was allegedly breached, and explain how my actions constituted a violation.

The casino has also stated that their decision is "final". However, I have still not been provided with a clear and specific reason for the confiscation of my winnings.

I have therefore asked the casino to provide a precise explanation of the alleged violation, including the specific rule allegedly breached, the circumstances of the alleged breach, and the basis for the confiscation of my funds.

I would be grateful if you could add this information to my case and take the casino's latest response into consideration when reviewing my complaint.

I am also attaching/providing their latest response for your reference.

Thank you for your assistance. Below is an email from watchmewin:

"Szanowny Panie [Redacted],

Dziękujemy za kontakt z Działem Obsługi Klienta.

W odpowiedzi na Pana wiadomość pragniemy oficjalnie wyjaśnić podstawy regulaminowe podjętej decyzji.

W toku weryfikacji przeprowadzonej przez nasz Dział Bezpieczeństwa stwierdzono naruszenie postanowień Regulaminu naszej platformy oraz zasad korzystania z ofert promocyjnych i bonusowych.

Poniżej przedstawiamy konkretne punkty Regulaminu, na podstawie których podjęto działania dotyczące Pana konta:

05. Rejestracja (Punkt 9)

Każdemu Graczowi zezwala się na rejestrację tylko jednego konta. Rejestracja wielu kont jest uważana za poważne naruszenie i traktowana jako działanie oszukańcze. Watch Me Win zastrzega sobie prawo do zamknięcia takich kont, wstrzymania transakcji i zatrzymania środków w przypadku uzasadnionych podejrzeń o nadużycia.

09. Naruszenia (Punkty 1 i 2)

Naruszenie postanowień obowiązującego Regulaminu przez Gracza podczas korzystania ze strony internetowej jest niedozwolone. Za naruszenie uznaje się m.in.:

– próby manipulowania wynikami gry poprzez nielegalne praktyki lub niedozwolone techniki;

– korzystanie z oprogramowania mającego na celu uzyskanie nieuczciwej przewagi;

– rejestrację wielu kont przez jednego Gracza lub jakiekolwiek inne naruszenie wymagań określonych w Regulaminie.

W przypadku wykrycia lub podejrzenia naruszenia Regulaminu, kasyno ma prawo natychmiast zawiesić konto Gracza i skonfiskować znajdujące się na nim środki.

10. Zamknięcie konta (Punkty 1 i 2)

Watch Me Win zastrzega sobie prawo do ograniczenia, zablokowania lub trwałego zamknięcia konta Gracza oraz konfiskaty wszelkich powiązanych środków, m.in. w przypadku uzasadnionych podejrzeń lub dowodów na nielegalne korzystanie z platformy, zmowę (collusion), działania na szkodę kasyna lub inne próby nadużyć.

18. Zasady dotyczące bonusów (Punkty 1, 6, 12 i 13)

– Bonusy mogą być przyznane tylko jeden raz na: osobę, gospodarstwo domowe, rodzinę, adres zamieszkania, adres e-mail, metodę płatności, adres IP lub urządzenie współdzielone publicznie.

– W przypadku naruszenia warunków bonusu, Watch Me Win zastrzega sobie prawo do wstrzymania wypłat i konfiskaty wszystkich wygranych.

– Wszelkie nieuczciwe zachowania, nadużycia bonusów lub manipulacje mechaniką gry prowadzą do natychmiastowego zawieszenia konta i konfiskaty wszystkich środków.

W oparciu o wyżej wymienione zasady oraz na podstawie postanowień Regulaminu, Pana konto zostało zablokowane, a podjęta decyzja jest ostateczna."

Kind regards,

[Redacted]

Thank you for your response. Could you please confirm whether you have opened multiple accounts at WatchMeWin Casino? Is there any chance that someone from your household or using the same IP also created an account at this casino?

Thank you in advance for your reply.

Dear Jcka,

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.

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,
Attila
Casino.Guru