Iwinfortune Casino - Player's account was blocked.

I registerd as a dutch player at the casino, with my dutch adress and using a dutch ip. The account was verified using my dutch passport and bank slip.

After playing and depositing for a while ( using IDEAL, a dutch payment system), I asked support chat for their dutch KSA number, as i was losing heavily, and it didnt felt good. After support stating numurous times that it was on the site ( it is not), i checked with the dutch KSA and they dont even have a license to operate in Holland. In fact the only license code that i could find on the side, a curacao license code is also not valid, and fake. (License 34389464EU)

After filing a written complaint, demanding back my deposits, they closed my account, and stopt communicating with me.

This group is obviously a big fraud, and there other site 'Luckywins' has been convicted of using fake license numbers.

Please take action.

Dear JWholland,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

Please let me know if the casino withholds any withdrawable balance on your casino account, or if I overlooked any information, otherwise I'll be forced to close your complaint as unjustified.

Best regards,

Tomas

Hi Thomans,

Thank you for replying, yes there where funds on the account.Furthermore, i'm locked out of my account after making the compaint, for unknow reasons. I've attacht some more files, as the number was limited. In the chat transcripts you can clearly see that i am asking them if they have a ksa number, and that they responds : check the site..

While somewhat understand your inital position, i should be made clear that the fact that they allow dutch players, they are actively breaking the law, and misleading players, as its clearly restricted.

Besides all this, can you check the license number they list on the main site ( the curacoa one), the number is not listed in curacao gambling commission, and i believe this operation is one big scam.

Could you please specify what is the amount of your withheld casino balance? Have you requested this amount be returned to you? What has the casino replied? If there is any additional communication exchange between you and the casino please post it here (using one or multiple replies in this complaint thread) or alternatively send me transcripts or emails to my email at tomas@casino.guru I'll await your reply.

Hi Tomas,

i;ve send you an email, thxn

Thank you for the email, JWholland.

Unfortunately, we can't ask the casino to fully refund you. However, we'll try to help you recover the balance that was withheld.

I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi JWholland,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Iwinfortune Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

thank you, and also let them bring a copy of there license, and please ask why Holland is not restricted, as it clearly should be.. and by not doing this tricking players.

Futhermore why they still allow dutch players, even after locking my account for this very reason?

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.

Did theye even reply? If they fail to even show proof of the license also it warn an active warning on the site for fraude. Furthermore I will be asking you the details of casino contact, so i can press criminal charges

Hi JWholland,

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. Since we can't verify the casino's license and it doesn't refer to any ADR service, there is basically no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter