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Casino will not refund my deposit. They aren't me emails asking me to join and I'm not in the justification. I immediately asked for a refund and let them know it was a mistake. Please help!

Dear korygills69,

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.

What is the reason for your deposit refund request?

Could you please specify the deposit amount?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Dear korygills69,

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 explained that this was a mistaken deposit due to the invite to their casino from the Managers. Deposit refund was denied!! Here's the conversation and the amount.

I've responded

Dear korygills69, do I understand correctly that you are requesting a refund for your deposit because you are from a restricted country?

Could you also please provide evidence of how you were invited to the casino?

Specifically, I would like to know on what occasion you discovered that you are from a restricted country. Why did the casino inform you in the chat that you are from a restricted country? Did you ask them about your status, or were you trying to verify your account when you received this information?

Gladly, I still continuously,even after this issue, to get invites to this SAME casino via email. Once I browsed the casino and see l filled in my Personal info, I waited for confirmation to play the games. It was when I saw that I was actually a live profile was when I made my deposit. So I tried to play a few games but none of them would appear. That's when I contacted their chat and the agent told me the games aren't visible if I'm not from their region. So NONE OF THE GAMES WERE AVAILABLE to play. I then asked why did you ask invite me and accept my deposit if that's the case. They said that I could do sports betting only. I then asked for a refund and informed them that this was a MISTAKE.

Dear korygills69, could you please confirm if I understand correctly that you still have the deposit in your account?

Yes I do,

Thank you very much, korygills69, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you

Hello korygills69,

I am so sorry to hear about your problem with the refund. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Win Casino representative to join this conversation and participate in resolving this complaint.

Dear Win Casino,

Could you comment on the situation?

Thank you in advance for providing the 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.

Hello korygills69,

We are sorry you've experienced such an issue. We know how unpleasant country restrictions may be for players, but there are terms of service you agree to when joining a platform. The restriction issue is common for many other casinos, and we must abide by the rules as well.

I just want the money that I have in the casino refunded. I don't understand the issue with that. It's just sitting there

Dear Win Casino,

Could you be more specific about what the player has violated? Did he register at the casino from a restricted country? Did he use a VPN to bypass the restriction?

I'll be awaiting your reply.

Hello Stefan,

We do not work with restricted countries where the player is from, so you are correct assuming that.

Dear Win Casino,

Could you state from which country has the player registered? How do you restrict the players from such countries? I have checked the registration form and it does not require to enter the country.

I'll be awaiting your reply.

They have no valid explanation. They are targeting ppl and I'm sure it's thousands of more victims. This is border line ILLEGAL

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.

Hello again,

We understand the frustration but are not ready to accept the accuzation in thousands of victims. The fact that player violated legal terms of country he is from - and we still do not wish to provide player's personal data out here in public space as we care about players right to remain publically anonymous - does not allow us to violate the rules, especially if player claims that he made a deposit by mistake.

As for satisfactory response from our side, our customer success team is always available via several channels listed on our platform.

I don't understand. If funds are just sitting there. And you all allow me to bet "in other areas" besides (excluding) the casino. Why isn't there an option for Refunding? It doesn't add up!

I'm allowed to bet on sports and arcade. And I have proof. Why can't I just get my deposit refunded? It's $20 !!!

Dear Win Casino,

I have checked the registration form, and there is no need to enter the country. We believe that as the player was able to register in the casino without entering his country of residence, he should be paid in full. Whether you want to close the player's account or not is solely the casino's decision.

I hope we come to a mutual agreement.

Hello,

Contact us once again via email, we will review your issue and help you to withdraw your funds.

Hello korygills69,

Could you try to contact the casino support via email? Please let me know once you do that.

I'll be awaiting your reply.

Just did thanks

Hello korygills69,

Did the customer support help you to withdraw the funds?

I'll be awaiting your reply.

I tried to withdraw but there's a minimum so it won't allow the refund. The agent advised me to inform them once I've attempted, I'm assuming he's going to manually assist me at that point. Thanks so much you guys will be getting an amazing review from me!!

Hello korygills69,

Did you manage to contact the casino support one more time?

I'll be awaiting your reply.

Dear korygills69,

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,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of korygills69. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Win Casino,

Could you give us an update regarding the matter? The player contacted us that he hasn't received any response from your side.

I'll be awaiting your reply.

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 korygills69,

Do you have any news regarding the deposit to the casino? Did the customer support help you with the issue?

I'll be awaiting your reply.

Hello,

The sum of user's balance was lower than minimum sum of withdrawal. Our support team offered USDT withdrawal but we didn't receive any feedback.

No one ever responds. Usdt isn't an option it only says BTC when I try to withdraw. I need assistance.

No matter how specific I am the casino just acts like they don't comprehend with my request. It's all a scam. It's been like this since the beginning

I even told them I'm trying to withdraw in usdt. Still acting as if they don't comprehend.

Dear Win Casino,

Could you please assist the player with his USDT withdrawal? Please let me know once you have contacted the player with the instructions.

I'll be awaiting your reply.

just doesn't make sense

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 korygills69,

Did you manage to get in touch with the casino and withdraw your funds in Tether?

I'll be awaiting your reply.

Dear korygills69,

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,
Stefan
Casino.Guru