Winaura Casino - Player’s account has been closed without reason.

Hello, winaura closed my account after i provided everything (proof of id, proof of address, proof of payment) and after i did the verification in skype too, they did not gave me any reason why they closed my account and stole my money

Please help me with this fast

Thank you very much

Dear Drakkor,

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.

Could you kindly specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you please describe what questions the casino asked you during the Skype verification call?

Have any of your documents been approved during the KYC?

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

I played everything and yes some of my winnings is from bonus, but not much

They asked for my id, they asked how much I deposited, withdrawed, how i see the site, how i placed the bets, they even ask me to describe how handicap works... it was insane, they asked did i used the refer the friend program and many more, but i passed that smootly, later that day they locked my account

Today i got this email, but i dont even know what they talking about, i did not took advantage of any bonus, most of my money is from real winnings not from bonus and i did not collusion with any players, i just used the refer program...

Also i didnt used any software to help me

I demand a clear explaination from them

Thank you for your reply. Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.

I see you have problem with my refer a friend program (because in you other products where i was not able to refer anyone they paid my money) , which you offered so i dont know why its so bad if i used it, i didnt shared tips with anyone and i do not violeted any terms, if you had such a big problem with your own refer a friend program then you can deduct the amount i got from it and pay the rest out, so i really dont know why its so bad if i refered someone, he dont live in the same place, we dont share tips, i just told him about this bookmaker, but i regret that now

You stole all of my money for no reason at all

This refer a friend program is just a trap so they can rob you, very nice site, i will write this everywhere i can, multiple times to all of your products

Casino.guru please ask them how i broke any terms with the refer a friend program and how so, if we dont even live in the same place, we dont share tips or adviced

Could you please specify if you and your friend played the same games?

Did you both take bonuses?

Have you and your friend ever logged into your casino accounts with the same IP (sharing the network) or the same device?

No, we dont play nothing same, we didnt shared any tips

No

No, we dont live in the same place and we dont used the same ip or device

I didnt break any terms

Thank you very much, Drakkor, 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.

Hello Drakkor,

It's Michal again. I have taken over your complaint. After reviewing your case, it appears that you are experiencing a situation quite similar to what you've encountered at other casinos recently. I will contact the casino to shed more light on this matter.

We would like to invite Winaura Casinoo to join the conversation.

Dear Winaura Casino,

Can you please clarify the circumstances that led you to close the player's account? Kindly forward me any evidence of the alleged violations of your terms and conditions the player seems to be accused of at michal.k@casino.guru

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.

Dear Drakkor,

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 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. Although Winaura Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on 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,

Michal

Casino Guru

We’ve reopened this complaint at the request of Winaura Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear all,

Thank you for bringing this matter to our attention.

After a thorough investigation, we regret to inform you that the account was closed, and the winnings were confiscated in accordance with our Terms and Conditions. Our records indicate that the players gameplay violated the rules regarding the misuse of bonuses, specifically by engaging in practices aimed at securing cashouts unfairly or taking advantage of bonus features. This includes delaying game rounds, such as free spins or bonus features, until wagering requirements have been cleared or performing new deposits while still having bonus features available.

Additionally, our terms prohibit player collusion and the use of any kind of automated tools or programmed devices to participate in gameplay. The activity on your account has been deemed to fall under these restricted practices, which led to the closure of your account and the confiscation of winnings.

We understand that this outcome may be disappointing, but as a regulated casino, we are obligated to uphold our rules to ensure fair play for all users. Should you have further questions regarding this decision or need additional clarification, please feel free to reach out.

Best Regards,

Winaura Casino

Dear Winaura Casino,

Thank you for your response and the provided information. Please forward any evidence supporting the alleged violations of your terms and conditions of which the player is being accused to me at michal.k@casino.guru.

Thank you in advance.

Dear Michal,

We have sent you an email with further information, please check it.

Let us know if you need further information.

Best Regards,

Winaura Casino

Dear Winaura Casino,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Dear Drakkor,  

I hope this message finds you well. I would like to follow up on your earlier mention of utilizing the casino referral program. Could you kindly confirm the number of individuals you referred to the casino, along with their names and the dates of referral? Additionally, did all of them take advantage of the same bonuses that you had previously claimed? Any detailed information you can provide would be greatly appreciated as it will assist us in clarifying the matter.

Hello, they did not and only 1

I had the same problem at romancasino and that issue is been unresolved and its the same company and everything

Dear Drakkor,

I have reviewed the complaint you submitted on Roman Casino, and sadly it ended up unresolved, but how many casinos did you refer your mother to?

Has your mother passed the KYC in any of those casinos?

Dear Drakkor,

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.

Thank you for all the information and evidence provided, Winaura Casino Team.

Dear Drakkor,

After carefully reviewing all the relevant information and evidence, it appears the situation has evolved significantly.

While referring family members or friends to a casino is generally not an issue, in your specific case, certain patterns have raised reasonable concerns for the casino. Notably, you referred your mother to multiple casinos where both of you claimed either the same or very similar bonuses. Additionally, the gameplay on both accounts was either identical or strikingly similar, and the same IP addresses and user agents were detected across both accounts. Furthermore, your winnings in the casino section were primarily derived from referral bonus funds you received for referring your mother. This was detected in multiple casinos so it cannot be considered a mere coincidence.

In light of these findings, we must align with the casino team’s decision, as this situation falls under the violations outlined in their terms and conditions. The casino team is unable to determine the true account holder or who is operating the accounts when such significant similarities are present. As such, they are fully within their rights to handle this matter strictly in accordance with their rules, as was communicated to you.

To prevent similar situations in the future, I would strongly advise that you, your family members, or friends avoid playing at the same casinos from the same location or device and claim the same bonuses. As if you continue to do so, it is very likely you will be flagged for violating the rules in all other casinos as well.

Given the circumstances, I will proceed to close this complaint as rejected. Your previous complaint involving Roman Casino, where basically the same situation occurred, will also be closed as rejected because of all the findings.

I kindly recommend reviewing and familiarising yourself with the casino’s terms and conditions to ensure compliance moving forward.

Regards,

Michal

Casino Guru