WinLegends Casino - Player is struggling to complete account verification.

Me dirijo a ustedes para expresar mi profunda preocupación por el manejo de mi retiro pendiente del 20/04, el cual aún no se ha concretado. Entiendo que para verificar mi identidad, me han solicitado una gran cantidad de datos y documentos, los cuales he proporcionado sin inconvenientes. Sin embargo, también me solicitaron una Video Llamada por Skype, a la cual accedí sin problema el 21/04, y se me aseguró que recibiría una respuesta en un plazo de 48 horas. Hasta la fecha, no he recibido ninguna respuesta.

A esto se suma el hecho de que hace 3 días envié una consulta sobre el mismo problema y aún no he recibido ninguna respuesta. Este nivel de inactividad e indiferencia hacia mi situación es altamente preocupante y genera una gran desconfianza en su empresa.

Les solicito encarecidamente que aborden mi problema y me brinden una respuesta clara y oportuna sobre el estado de mi retiro pendiente.

Dear Dardo67,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinLegends Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino asked you to complete a Skype call, and you agreed, but the call wasn't scheduled and didn't take place?
• Could you please forward your last communication (chat transcripts, emails) with the casino where the issue is discussed? My email is tomas@casino.guru
• Did you win in the casino using a bonus or a casino promotion?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hola Tomas, te comento:

• La llamada se llevo a cabo el 21/04 y respondí todas sus preguntas y mostré mis identificaciones pero aun sigo sin estar verificado.
• Mi ultimo mail fue una consulta a soporte del casino para que me den una respuesta sobre la verificación y mi retiro, pero me derivaron a que mandase la consulta a otro sector que se encarga del retiro/verificación. Nuevamente envié la consulta a ese sector mencionado pero hace 4 días no recibo ninguna respuesta.
• No use el bono ya que no me permitía jugar algunos juegos, el motivo de mi retiro era por que deposite mas dinero del que yo quería por error pero me encontré con todos estos impedimentos a la hora de hacerlo.

Dardo67,

Please allow me to ask you a few more questions.

• Do I understand correctly that you requested a withdrawal of your money prior to any play?
• Did you try to request a refund prior to requesting a withdrawal?
• How much did you deposit and how much did you try to withdraw?
• Were there any winnings you were trying to withdraw?
• Did you receive any reply from the casino since your last message?

Hola Tomas nuevamente, te lo dejo detallado:

_Solicite el retiro de una parte de mi dinero luego de haber jugado varios juegos ya que sin jugar no podia retirarlo.

_No intente pedir un reembolso ya que no tengo conocimiento de como pueda hacerlo.

_Deposite 14576 ARS y a parte 331 en TRX ya que el juego no me permitia sacar el primer importe por el mismo metodo de deposito , y me exigia sacar en un metodo diferente y en este caso elegi TRX por lo que tube que depositar mas de lo previsto. Lo que quise retirar fueron 12500 ARS que se convertirían en TRX ya que era el único método de pago que disponía.

_No eh tenido ganancias, incluso eh perdido plata por lo que me dispuse a sacar la parte que no queria perder.

_Hoy justamente el casino me respondio que cancelo mi cuenta por supuesto labado de dinero cosa que no entiendo, ellos ni siquiera me dejaron sacar el importe por el mismo metodo de deposito que la primera vez por lo que no me quedo otra que recurrir a las crypto para retirar.

Thanks for the detailed explanation.

Unfortunately, we cannot help you in this situation.

If you started playing but didn't even use up the deposited amount, the casino will consider your activity as suspicious, due to anti-money laundering checks and regulations.

For future reference, I would recommend you request a refund from the casino prior to starting playing if you notice you deposited more than you wanted.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We decided to reopen the complaint after we received the following message from the player:

„Tomas, I don't think I explained myself well, I did play... since the platform asks you to do so in order to withdraw. I played and even lost a little money until the withdrawal was enabled. Despite this, I am accused of money laundering even though I provide all my information and perform all the steps requested by the casino. What would be my mistake in this?"

Thank you very much, Dardo67, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Dardo67,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite WinLegends Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear WinLegends Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his funds?

Thank you in advance for providing the information.

Dear Branislav,

We have reviewed the complaint of player DARDO67 in detail.

Here are the details of the player's account 

1) Player deposited his account twice from the prepaid card (4000ARS + 10576ARS) and once from a wallet TRX (4732ARS).

2)Player DARDO67 on 2023-04-20 applied for withdrawal of 12500 ARS to USDT purse.

3) On 2023-04-20 Finance Department requested documents to verify the account.

3) On 2023-04-20 the Risk department requested the player to pass the video verification via Skype according to the paragraph of the rules:

2.5.1 In some cases, Risk WinLegends Casino Department has the right to request video verification from the player via Skype.

- If the player does not pass the verification procedure by calling Skype at an agreed time with the representative of the Risk Department, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.

The player has provided all the requested documents to verify the account.

Risk Department of the casino canceled the requirement for mandatory video verification through Skype.

On 2023-04-25, additional verification of player DARDO67 account was initiated based on suspicious activity on the player's account.

The additional verification was initiated according to the rule item: 

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

Player DARDO67 was notified about additional verification by e-mail to his e-mail dac****@gmail.com which he specified when registering his account.

2023-05-03 having studied the history of the client's game Risk Department found the following:

According to the regulations of our casino to withdraw funds the client must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player DARDO67 were wagered in Evolution First Person Roulette games with maximum betting returns. (All betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), with the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made exactly this way.

2) Player DARDO67 made a deposit with a prepaid card and withdrawal of funds requested on the crypto wallet. 

We have reasonable evidence to claim a violation of AML policy, which is in gross violation of project regulations.

Based on these findings, the Casino Risk Department has ruled that the player purposefully carried out all actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

2023-05-03 player account DARDO67 was closed without the right to open and the balance was canceled due to violations of the rules of our casino, according to paragraph rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breach of the Terms of Use, which damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-05-09 An email was sent to the player with detailed information about the reason for closing his account to his email: dac****@gmail.com.

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and are not hidden from anyone.

Best regards.

Winlegends Casino Risk Department.

Lamento observar que la información detallada sobre el casino contiene varios puntos incorrectos que me gustaría aclarar:

Quiero reiterar que realicé un depósito en exceso por error, aunque no creo que haya ningún problema por haber depositado más de una vez en el casino.

Deposité parte del dinero en TRX debido a que el casino no permite retirar fondos desde la aplicación AstroPay (que utilicé para el primer depósito) y me obliga a utilizar otro método de depósito disponible para realizar un retiro. Por lo tanto, cualquier persona que deposite dinero en el casino a través de AstroPay deberá realizar otro depósito en USDT, TRX o cualquier otra moneda disponible para retirar. Esto me obligó a depositar más dinero del que tenía planeado inicialmente.

La llamada de Skype se llevó a cabo tal como mencioné anteriormente. No puedo creer que haya habido un error y que afirmen que se canceló. Me dijeron que recibiría una respuesta en 48 horas, pero ese plazo se ha extendido enormemente.

He contactado innumerables veces al servicio de soporte sin recibir ninguna ayuda.

Ya llevo esperando un mes por una resolución. Solicito que se realice el envío de mi dinero, ya que no hay ningún motivo válido de violación o lavado de dinero que puedan fundamentar.

Thank you very much, WinLegend Casino team, for your detailed and extensive explanation.

Dear Dardo67,

It does not sound like "over-depositing", but rather a confirmation deposit made by an alternative payment method (crypto) to be able to make a withdrawal by this payment method. What do you mean by a mistake, and when did you inform the casino about this mistake or ask the casino about available payment methods? What information did you receive? If it was a mistake, you likely contacted the casino regarding it.

Can you please send me a communication between you and the casino where you discussed this mistake and a refund of your deposit?

If you did not inform the casino about it, we are not talking about a mistake, but a confirmation deposit, and it would be extremely difficult to prove something else. Usually, online casinos require them, but there are many casinos that sometimes exempt players from obligatory wagering requirements if it is for only confirmation purposes (in case of limited payment methods offered). Or - do I understand correctly that you deposited by crypto, and although it was a mistake, you wagered it 3x and requested a withdrawal by this payment method?

As for the information about the Skype verification call - please, read that part of the casino's post once again. The casino representative did not claim that the call was canceled or was not made.

You mentioned that there were no other payment methods available for withdrawals. Do you please have any screenshots of your cashier - deposit and withdrawal sections? If yes, can you send them to me?

I would like to ask you also a few questions about your gameplay.

If you played so cautiously and safely, with the lowest loss possible, mainly to meet the mandatory wagering requirements, why did you register, deposit, and play at the casino? What was the purpose of playing in the casino?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

Estimado,

A continuación, intentaré explicar paso a paso lo que sucedió:

1. Primer depósito: Realicé un depósito de 4000 ARS a través de AstroPay. Después de jugar algunos juegos y verificar que la página funcionaba correctamente, ingresé otros 10576 ARS.
2. Verificación de retiro y posterior intento: Una vez que realicé el depósito sin problemas, investigué las opciones de retiro del casino y me encontré con la sorpresa de que no era posible retirar fondos a través de AstroPay. Aquí es donde comenzaron mis problemas y surgió mi duda.
3. Solución al retiro por parte del soporte: Al darme cuenta de esto, dejé de intentar jugar otros juegos y me comuniqué con el chat de soporte. Lamentablemente, me informaron que no podía retirar fondos a través de AstroPay, y si deseaba hacerlo utilizando otra plataforma, como USDT o cualquier otro método de retiro disponible, primero debía realizar un depósito con esa plataforma para habilitarla.
4. Nuevo depósito: Lamentablemente, tuve que agregar más dinero y elegí la opción TRX, ya que de lo contrario no podría retirar mi dinero en absoluto. Aquí es donde menciono que invertí más dinero del que tenía pensado inicialmente.
5. Nuevas dudas sobre el retiro: Debido a todos estos problemas, quiero retirar una parte de mi dinero en TRX (habilitado previamente), ya que solo quería dejar el monto inicial aproximado y mantener un poco para seguir jugando en el casino. Sin embargo, me encuentro con que no puedo retirar mis fondos y al hablar nuevamente con el soporte, me indican que debo jugar y apostar tres veces la cantidad que deposité para poder habilitar el retiro.
6. Juegos en el casino: Ante el inconveniente mencionado en el punto anterior y sin recibir ninguna advertencia por parte del soporte sobre la necesidad de jugar algún juego para cumplir con esta regla, decidí jugar principalmente a la ruleta y realizar apuestas casi seguras (aunque sin garantía de victoria) para poder habilitar mi retiro.
7. Retiro de 12500 ARS en TRX: Llegamos al problema actual, que es el retiro de esta cantidad de dinero. Anteriormente, ya había sido verificado en la plataforma. Después de varios días de espera, recibí un correo solicitando nuevamente mi documento de identidad, fotos sosteniendo mi documento de identidad frente a la cámara y con el casino de fondo, lo cual proporcioné. Luego, y no contentos con eso, me solicitaron utilizar Skype, a lo cual accedí. Después de mucha espera e insistencia por mi parte, me informaron que bloquearon mi cuenta por lavado de dinero, sin ninguna justificación justa desde mi punto de vista.

Adjunto las imágenes que muestran las plataformas disponibles para hacer depósitos y, por otro lado, las opciones de retiro. No se me puede acusar de lavado de dinero cuando son ellos mismos quienes te obligan a realizar estos cambios.

Ademas de esto lamentablemente no te puedo proporcionar los mensajes a soporte ya que no tengo acceso a ese historial ademas de que ya no puedo ingresar a mi cuenta por que me bloquearon, muchas gracias por intentar ayudarme y espero que el casino pueda tener coherencia con lo que me dice y pueda liberar mi pago y habilitar mi cuenta.

Métodos de deposito:

Métodos de retiro:

Thank you, Dardo67, for the additional explanation and screenshots, and I am sorry for the delay.

However, allow me please to explain to you in short how it works and why your play can look a bit suspicious.

There is a significant difference between wagering funds on slots and (for example) roulette. It mainly relates to games' RTP and variance (volatility), while it depends on the chosen game. It is also a difference between a bet on color in a roulette and a bet on a specific number. Therefore, we accept casinos' requirements for players to diversify their wagering. It is obvious that a player is able to meet the mandatory deposit wagering requirement in roulette by low-risk play much easier than in slots, and thus it could arouse suspicion on the casino's side (signs of money laundering). Feel free to read more about it in our article dedicated to this issue HERE.

But, in this case, and in the given circumstances, it is not clear why the casino did not provide you with a chance to explain it or to play following their requirements, and immediately closed/blocked your account.

Dear WinLegends Casino,

As was explained above, we understand why the player's game could seem suspicious. However, we are talking about only 2 deposits of quite low amounts, and likely an inexperienced player, so at this stage, it is not necessary to mark the player's doing as money laundering. We are only talking about suspicion.

Did the complainant breach any other of the casino's terms and conditions? Is the disputed account the first registered and used account belonging to the player in WinLegends Casino? Can you please confirm that the player was not allowed to make a withdrawal via Astropay and that he was obliged to choose an alternative payment method?

Although the player also needs to understand that there are some rules for wagering his funds, it would be great if the casino could provide him with a chance to meet its requirements. It looks like he was not instructed on this sufficiently by the casino's customer support, and his account was simply blocked.

Since we see the "mistakes" on both sides, we recommend the casino restore the player's account with the confiscated winnings and provide him with clear instructions for what is required from him in order to withdraw his winnings. If then the player's gameplay patterns do not change, we could review the situation once again on our side, however, then we would look at it in a different way.

Is the casino please able and willing to reconsider its decision and provide the player with a chance to meet the requirements?

In case I overlooked something, please, do not hesitate to let me know.

Dear Branislav,

We have reviewed in detail your proposal regarding player Dardo67's account.

After a thorough review of Dardo67's account, Casino Risk Department is ready to reconsider the decision regarding the account Dardo67.

We are ready to open player Dardo67 account and restore all three deposits in the full amount of 19308.57ARS(4000ARS+10576ARS+4732.57ARS) with the possibility of withdrawal, but only under the following conditions:

1) Player Dardo67 shall wager this amount of 19308.57ARS in three times the amount and only by betting exclusively in slots.

2) Player Dardo67 agrees to take responsibility to make bets only in the slots, to wager the amount of deposits.

3) If the player will continue to make bets intentionally to make a turnover of the deposit x3 by the rules of our casino, and if the difference in bets, losses, or wins does not exceed 10-15% of the balance of the client, we will be entitled to cancel the balance of the player.

Based on all of this, you can understand that we give the player the opportunity to honestly wager his deposits made in our casino, and in the case of winning get a withdrawal without any difficulty.

Dear Dardo67, please confirm if you agree with our decision regarding your account.

Please inform us about your decision on this complaint.

Best regards.

Winlegends Casino Risk Department.

Estimados, estoy de acuerdo con la oportunidad que me dan para activar la cuenta, y los requisitos para poder retirar.

Dear Branislav,

Please review our decision regarding  the player's account in order to resolve the dispute on this complaint.

Best regards.

Winlegends Casino Risk Department.

Thank you both for your replies, and I am sorry for the delay.

Sure, Winlegends Casino team, once the player confirms it, we can proceed accordingly.

Dear Dardo67,

Can you please provide us with an update on your issue? Is there any progress? Has your account been already restored and is ready for play according to the casino's offer above? If yes, did you manage to win and meet the given requirements?

Dear Dardo67, 

We would like to inform you that your Dardo67 account has been opened.

Your deposits in the amount of 19308.57ARS have been successfully credited to your gaming account.

We would like to remind you that for successful withdrawal you have to wager this amount in triple amount by betting in slots only.

If you will continue to make bets intentionally to make a turnover of the deposit x3 by the rules of our casino, and if the difference in bets, losses, or wins does not exceed 10-15% of the balance, we will be entitled to cancel the balance.

Please confirm that you are successfully logged in to your account and have received the indicated amount of 19308.57ARS in your game account.

Best regards.

Winlegends Casino Risk Department.

Gracias a ambos por la ayuda, ya pude tener acceso a mi cuenta y siguiendo las reglas que menciono anteriormente Winlegends solo jugué en máquina tragamonedas. Al jugar pude tener ganancias y se me habilitó el retiro el cual ya solicité por un monto de 29500 ARS en moneda TRX. Nuevamente gracias y cuando ya haya impactado el retiro les estare informando, si todo sale bien seguiré jugando en este casino dado que pudieron solucionar mis inconvenientes además de la paciencia.

Greetings all,

Thank you very much, WinLegends Casino team, for the update and your approach and willingness to resolve it.

Great news, Dardo67!

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet).

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know if your payment has already been credited to your payment method or as soon as you receive it. In the meantime, I will update the disputed amount of the complaint to 29,500 ARS.

Estimados, el retiro se realizo correctamente. Muchas gracias por la ayuda. Lamentablemente el casino luego del retiro bloqueo mi cuenta tanto en Winlegends como en los casinos de la misma compañía lo cual me apena y no entiendo el motivo.

Thank you, Dardo67, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

Please note online casinos have the right to close any account at any time and even without giving a reason. We accept such a decision since we are talking about an industry-standard rule, and it is only at the casino's sole discretion. After all, all the obligations were fulfilled - your winnings were fully paid out.

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, WinLegends Casino team, for your cooperation!

Best regards,

Branislav, Casino.guru