WinOui Casino - Pelaajan tili on suljettu.

I registered at this casino and deposited €500. They offered a welcome bonus, and after completing the wagering requirements, I had a balance of €2,953.

Then they requested a number of documents for verification, which I uploaded and submitted. I received confirmation that my account was successfully verified, and both of my withdrawals (€2,500 and €453) were marked as pending.

I thought everything was fine, but the next time I tried to log in, I received a message saying that my account had been blocked. I never received any of the money!

Their only explanation (after 1 month) was that they do not accept registrations from my country, which is highly questionable, given that I was allowed to register, deposit, play, and successfully pass their verification process.

If this policy was in place from the beginning, why was my account allowed to operate? If it was changed later, it seems they are applying new terms retroactively to avoid paying out.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did you register at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Have you submitted accurate personal information during registration or when completing your profile, including your country of residence?

Have you asked the casino customer support what will happen to your balance now that your account is permanently suspended?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi, thank you for the quick reply.

When exactly did you register at this casino?

I registered on the same day I made my deposit, January 28, 2025.

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

No. I accessed the casino using my regular home ethernet connection. I am the sole user of the network.

Have you submitted accurate personal information during registration or when completing your profile, including your country of residence?

Yes, 100%. I submitted accurate personal information during registration and throughout the verification process. I also provided the following documents: my passport, a utility bill, a selfie holding my passport, a payslip, and a bank statement. The casino verified these documents and confirmed that my account was fully verified.

This entire process took approximately one month. Then, without warning, they closed my account. Every time I tried to ask about the situation, I received the same standard response: that they do not allow registrations from my country.

Have you asked the casino customer support what will happen to your balance now that your account is permanently suspended?

Yes. I have contacted their customer support several times via both email and live chat. Their responses are either:

1) a repeated message that they do not accept registrations from my country, or

2) that they need to forward the matter to someone else who will contact me via email.

If I did receive a follow-up email, it simply contained the same generic response as before, that they do not allow registrations from my country.

Additionally, I would like to mention that the day after winning at WinOui, I made a €400 deposit at their sister casino, WildSultan. That account was also closed before I had the chance to use the funds or place any bets, and I never received even my deposit back. I assumed the two casinos were operated by the same team, as the KYC emails were nearly identical.

This seems to suggest a broader pattern of closing accounts and withholding funds. However, if I need to file a separate complaint regarding that case, please let me know.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear WinOui Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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 are extending the timer for 7 more days since I am trying yo reach out to the casino once more.

U must extent the timer once more since we have received the response form the casino representative, but they are currently unavailable until September.

I have reached out to the casino representative once more and am prolonging the timer once more as well.

I need to extend the timer since we are still communicating with the casino.

I would like to have my deposits and my winnings paid to me, and the case is closed.

Otherwise, literal scam casino.

I hope, that there has only been a misunderstanding.

Well, unfortunately, the casino has not reached out to me with any kind of explanation. Therefore, I need to close the complaint as unresolved. I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: complaints@cga.cw. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team