Winlandia Casino - Player cannot access account after deposit.

I attempted to create an account and made a deposit when it stated, "an error has occurred, please contact support". I've put in money but have no access to my account. They are not responding to emails at all.

There is no account but they have received the money. The same thing has happened before with another casino company, and they required a picture of the transaction etc. However, this could also be fraud.

Dear De.jag,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you utilized any of your deposited funds, or are they still intact in your blocked account?
• Have you received a request to verify your account before a refund can be processed, or has there been no contact at all?

If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear De.jag,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Player's additional comments:

They have found my transaction number 2 weeks ago but nothing has been refunded yet, it takes them 2 weeks to get a response. They absolutely sick.

Thank you very much, De.jag, for getting back to us.

• Did you get a request to verify your account for refund processing?
• Kindly send your payment receipt to petronela.k@casino.guru.

Looking forward to hearing from you.

No, not received the request. They have found my transaction but no refund yet

its been 3 weeks soon and still no disbursement of my money from its side. they have confirmed that payment has taken place but no amount has arrived. How do I report this further? Motion proposal?

Could you kindly forward your payment receipt and any relevant communication to petronela.k@casino.guru? Thank you.

Already sent it an email

I apologize, but I haven't received any email from you. Could you please indicate the email address to which you sent it?

Dear De.jag,

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.

petronela.k@casino.guru

check now i have sent

Thank you very much, De.jag, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 De.jag,

My name is Stefan, and I will be taking care of this complaint from now on.

Did you manage to receive the refund?

Thank you very much in advance for providing the information.

No have not received

Hello De.jag,

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winlandia Casino representative to join this conversation and participate in resolving this complaint.

Dear Winlandia Casino,

Could you state why the player hasn't received the refund?

Thank you in advance for providing the information.

They never answer, as you can see, it is impossible to get in touch with them.

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.

Hi,

How are you?

This is Christoffer from Winlandia. I am sorry about the inconvenience. I was not aware of this task untill just now.

I will have a check internally with support and check for status as well as resolvement and get back to you.

Best regards,

/Christoffer

Dear Winlandia Casino,

Thank you for your response.

Please, keep us updated regarding the matter.

Hi again,

We are trying to find your account as it seems like it is not the email in this discussion thread. Could you please provide me with your Username and email please?

Best,

/Christoffer

Transaction that you have previously found and promised me payment that never happened.

Hi again,

We are investigating this further, but for now it looks like you did not succed completing your deposit nor Log in, there is no username nor email in our system matching yours.

Are you sure the transaction was made from your bank account? Can you please send us that money transaction from your bank account?

Best,

/Christoffer

Hello,

Talked to a girl called Dora agent with you. She found my transaction and promised they would be paid which never happened. Here you have proof.

Winlandia, you have 1 task to do, send the money back. Check out the latest pictures. Do again do right.

You have had your 3 months soon and still nothing back. How can you even be a legitimate casino company?

Hi Joel,

Let me say this: you can rest assured that I will go to the bottom with this one and find out about what and why.

I am sorry for the inconvenience. I will get back to you.

Best,

/Christoffer

Dear Winlandia Casino,

Do you have any news regarding the player's withdrawal?

I'll be awaiting your response.

Hi Stefan,

I am still waiting for the Support Dep to get back to me with answers. I will reply asap once I have more info.

Best,

/Christoffer

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.

Hi Joel,

How are you?

I am delivering a message from our Support team.

Dear Joel,

We sincerely apologize for any inconvenience you've faced, and we appreciate your patience as we thoroughly investigated the matter. After careful examination, it appears that the registration process was not completed on your end, leading to difficulties in locating your account.

In light of this, our Customer Service team arranged a refund upon contact collaborating with our Payments Team. As we understand you don’t believe you received the refund and to trace the funds and to expedite this process, we kindly request specific details from you. 

Once we receive the necessary information, we can investigate this further. We understand the inconvenience this has caused, and your cooperation in providing the required proof will assist us in resolving this matter efficiently.

We are committed to ensuring your satisfaction, and we sincerely hope to have the opportunity to welcome you back to Winlandia. Please feel free to reach out with the requested details, and we will do our utmost to resolve this issue to your satisfaction.

Thank you for your understanding, and we look forward to the possibility of serving you better in the future.

Best regards,

Winlandia

Hello De.jag,

Could you have a look at your bank statement or bank account and check if the above-mentioned transaction was received?

I'll be awaiting your reply.

Dear De.jag,

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.