Wplay.co Casino - Pelaajan voitot on takavarikoitu.

Hello,

I received an SMS from WinPlace.com offering a no deposit €30 free bonus. I registered, accepted the bonus, and started playing according to the rules. After fulfilling the wagering requirement of €1500, I won a total of €608.

When I requested a withdrawal, the casino informed me that my winnings were removed because my account was "associated with a duplicate account." This accusation is completely false — I have only ever created one single account with WinPlace.

I was never blocked, and I continued to play normally without any restriction or warning. Only after winning and requesting withdrawal did the casino decide to remove my winnings. Their support agent wrote the following explanation:

> "An amount of -608.03 EUR was deducted from the account due to its association with a duplicate account. When multiple accounts belonging to the same user are identified, the system adjusts balances to ensure fairness and compliance with platform policies. Consequently, the funds linked to the duplicate account were removed to maintain a single valid account record."

However, this is not true — I have no duplicate or related accounts. If the system really found a duplicate, they should provide proof (such as matching ID, email, IP, or payment method). Without this evidence, removing my winnings after fulfilling the wagering requirement is unfair and unjustified.

I kindly ask Casino Guru to help me recover my legitimate winnings of €608, or at least ensure that the casino provides transparent and verifiable evidence of their claim.

Regards Ilse

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 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? 
• Could you please specify the devices you have used while playing at this casino (phone, computer...)?

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, 

Katarina

Hello,

Thank you for your response.

No, there is absolutely no one else in my household who has created or used an account at this casino. I am the only person who has ever registered or played on WinPlace.com.

I have not yet completed the KYC verification, because I only started the process after my withdrawal request was made.

I have only used one device to access the casino — my mobile phone (and always from the same Wi-Fi connection). I have never logged in from any other device or IP address.

Please let me know if you need any additional details from me.

Best regards,

Ilse

Dear ilsje820664,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear ilsje820664,

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,
Katarina
Casino.Guru