Win2U Casino - The player's winnings were voided.

Hello jiajunlaw,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Win2U Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you have finished the wagering requirement of the bonus you used? Is your account already verified? When was the last time the casino respond and what was it?

Please note that if it's your first ever withdrawal request from the casino, I would recommend you to wait at least 14 days for the money to arrive as there is a verification required (the 10 minute withdrawal probably applies to already verified users). As seen from the screenshot you provided, you requested for the withdrawal only a few days ago. Please try to wait at least until the end of the next week.

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

1. Wagering is served, they requested for verification by "random check" and yes it is done too. It is not mandatory for this Casino.

Last communication was 2 days ago, I was accused in for opposite betting but it is impossible. I only play slots no matter which casino i play. And the slot game I played is fundamentally impossible to opposite bet. I told them they must have made a mistake and i request for game log. A glance of game log would know this accusation is not valid. They refused to do it even it is so easy to achieved. The truth is already out there, yet they do not want to honour the payout. Also, my deposit is not return to me, when i request for it, they said relevant department will look into it and will get their manager to call me on monday.

No one called.

About 14 days waiting is not required, this is not a delayed payment, this is a declined payment accusing me breaching a T&C that doesn't apply to me. They are using "Playtech" as the vendor excuse, most players in Malaysia doe not have the exposure towards the information I have, and not many would take extra miles to get this done. They mentioned they have been doing this practise for 4 years, I am sure I am not the first victim, but I hope I will be the last.

Personally I have contacted Playtech, they have informed me they are unauthorize to acess to our data and it is between player and casino. It is clear enough, Playtech did not perform these acts. What I don't understand is why Playtech could not step in to confirm I did not break any term and they did not make such statement.

But luckily I have you, I feel safe here and thank you for your support, you have no idea how helpless i feel.

Did you manage to access video on my google drive? https://drive.google.com/file/d/1Hem1HdvOk6noWr5PrgtPipk5nD_6J4lL/view?usp=sharing

Or do you want me to mail you the video?

I believe this is more or less all the evidences..

Also, another casino I will submit a complain, itis 7900 MYR they declined payment ,that is more complicated and way much better in their declined payment "proof".

Could you please advise if you have finished the wagering requirement of the bonus you used? Is your account already verified? When was the last time the casino respond and what was it?

Please note that if it's your first ever withdrawal request from the casino, I would recommend you to wait at least 14 days for the money to arrive as there is a verification required (the 10 minute withdrawal probably applies to already verified users). As seen from the screenshot you provided, you requested for the withdrawal only a few days ago. Please try to wait at least until the end of the next week.

Thank you jiajunlaw for all the information. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have contacted the payment gateway to report this too and request for my initial deposit back while we are checking this, they have contacted this casino, they informed payment gateway :

"My activity is supicious and proven as bonus hunter. The merchant will treat it as fraud case in their company policy according to their checking and stated I am playing with multiple tads."

I think they mean multiple tabs. I am playing slot game, how would playing multiple tabs do anything and why would people do that anyway? How could it be a violation of rules considering they are on different odd events and game ID. I don't understand this one.

Based on no ground, they can address me as bonus hunter, they told me I violated their bonus rule opposite betting, and yet they justify me as bonus hunter now. One of the very first question before I deposited, was " please check is I have any ID registered under my name and IP". If there is none, this accusation is not professional and defaming me. I have submitted my last 7 days events on a few sites I played with, and most of them I didnt even take bonus.

I will email my last 7 days activity to you on the same platform.

I will send it to email provided above, please find attached useful. A character refence in a dispute like this would be necessary.

Dear jiajunlaw,

I’m very sorry to hear about your negative experience. I’ll try to get in touch with the casino and see if I can help

I would like to invite Win2U Casino to join this conversation.

Dear representatives of Win2U Casino,

Can you please clarify the situation? What exactly led to your decision in this case? You can forward any relevant evidence to andrej.p@casino.guru.

The latest communication was i am requesting for my game log. They were unable to provide to me, and this is their reply.

"Because you have violated our term and conditions hence we are no longer having access to your data and information hence no game log can be provided. Kindly talk to our manager first and discuss with him on detail"

Maybe you do not have access to my game log, however, I thought of something that I saw on your site, you guys had bet record.

I think I did a decent job on my turnover over that few hours on your site, about 100k MYR turnover! Please be informed that i am searching all bet records including live casino and etc. and these are the only bet record found on the site, both are slots.

Also, i read again the T&C https://www.win2u.live/info/tnc

There is no such term regarding opposite betting. Hence there is no case and you should proceed to pay out.

Hi,

What would happen if casino fails to respond within the time frame?

Dear jiajunlaw,

Unfortunately, we still haven’t received a response from the casino.

We would like to ask Win2U Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’, which will affect the casino rating.

Would playtech in any step be involved afterall they are an official party that is said to be the cause for declining payment ?

Dear jiajunlaw,

Unfortunately, we still haven’t received a relevant response from the casino. We contacted Playtech and are currently awaiting their reply, however, it’s the statement of the casino team that’s crucial in this case. I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

As you might know, Win2U Casino received a ‘Bad reputation’ from our team, which means we do not recommend players to play this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend [here]. I hope you will never come across a problem like this again.

Once we receive a response from Playtech, I will inform you via e-mail. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.