Villento Casino - Player's account has been closed and winnings confiscated.

Hi Casino.Guru,

i open account few months ago at Villento casino and deposit in there casino group over 4000euro, last week i finally won there at slots playing with bonus with max bet 24% of bonus,i play by the rules sent my documents and they where approved ,after waiting to get paid casino locked my account and told me via email-Your accounts have been closed due to a breach of casino Terms and Conditions.

Any balances relating to the account are void and confiscated.

For more information regarding this, please refer to https://www.villento.com/en/terms/

they didn't specific which rule or anything else.

can you please help me get my winnings back to me ?!

this is ridiculous the way this casino treat me.

Thanks in advance!

Y. D.

Dear dinayossee,

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

Am I correct in understanding that all your identity documents, including your ID, proof of address, and proof of payment were verified by the casino without any problem, and they are not the reason why your account was blocked?

Was your account in Villento Casino blocked only, or were you blocked from all casinos belonging to the same group?

Have you contacted customer support to ask them for more information about the reason your account was blocked?

Did you make any successful withdrawals from this casino before?

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

Hi,

my identity documents was approved and i don't know what is the reason for this issue.

yes i am blocked from all the casino group members.

i have contact the RiskManagement and you can see the replay in the compliant-Your accounts have been closed due to a breach of casino Terms and Conditions. 

Any balances relating to the account are void and confiscated.

For more information regarding this, please refer to https://www.villento.com/en/terms/.

i did not make any successful withdrawals before this request.

Regards,

Yossi

Thank you very much, dinayosee, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Dear dinayosee,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Villento Casino to join the conversation.

Dear Villento Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Hi Michal

Is there a reason why you are inviting Stake Casino to join the conversation?

I'm sorry, Villento Casino. I mistakenly wrote Stake Casino instead of Villento Casino. I have corrected it in the meantime.

Can you please provide details regarding the closure of the player's account?