Winawin Casino - Player's account was closed after a successful verification.

Winawin casino is a scam of a casino. When I made some winnings on my account, I was pretty much instantly banned without any notice. After reaching out to their livechat support, they had requested a bunch of documents to me which i provided. After my ID, selfie, banking documents and proof of address was all confirmed and verified, they asked me to do a skype call with them. During the skype call I verified the details they asked from me with the video on so they could see that it was me. They said they would call me back to confirm my withdrawal. I then receive an email to say that they have decided to ban my account with no review possible for fraud. This is absolutely ridiculous that i literally provided everything they asked for including documents, and they also saw me face to face on skype but still have the audacity to say this is fraud. I emailed back and spoke to live chat but they are unwilling to review the matter and closed the case. basically this is theft and i will be following up further about this

Hello kirupany888,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Did they specify which documents were incorrect or what went wrong with the video call? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The verification started on 11th of September, and i provided them my ID, selfie with ID, payment confirmation with deposit method verified, and proof of address. After uploading all this they confirmed it and released $750 of the $1361 to me. Shortly after, they sent me a message saying they needed to verify over skype to confirm my identity, then withdrew the payment of $750 which was taken back out of my payz account. I tried to contact them to schedule in a Skype call as they requested, which was ignored for a few days. I sent follow up e-mails and a member of their team apologised for missing my email and then scheduled a call with me. When they called, i spoke with them over Skype where my video was on so they could confirm that it was indeed me on the call. They asked some questions like my name, address and email which I confirmed with no problem. The only question I wasn't sure about was when they asked me exactly what game I played - and I told them I could not recall at the time as its been around 2 weeks since I played and I also play on other casinos. To add on to this, my account was disabled so i could not log on to check my game history. After this the person I spoke with said he would call me once he had an update regarding my withdrawal. A few hours later after the call i received an email with them highlighting the anti-fraud terms and conditions. I had told them i read it very thoroughly and believe i did not breach any of the terms there, and they could call me again over skype if there was any misunderstanding at all, or ask for literally any document for me to confirm my identity. After requesting this, they refused to review my case and said it was their decision to close my account and they will not review my case further. This is extremely unfair on my end as I am willing to provide any document they ask or get on a call again to verify whatever they were unsatisfied about last time, but they are not willing to even try. At this point it feels like they have just stolen money from me.

Hello kirupany888,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

The player has informed us that he won't be available until 18.10. so the complaint will be prolonged till that.

Dear kirupany888,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.