WinLegends Casino - Player's account closed with funds confiscated.

Dear Casino Support Team,

I hope this message finds you well.

I am writing to express my concern regarding the closure of my account on December 26th 2023. My withdrawal request of 3000€ was also rejected, and I have not received any communication explaining the reasons for these actions.

I have attempted to contact your support team via email but have not received a response. Could you please provide an explanation for the closure of my account and the rejection of my withdrawal request? Additionally, I would appreciate any steps I need to take to resolve this issue.

Thank you for your prompt attention to this matter.

Best regards, 

Dear Maxe0412,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi Tomas

I was a Player for About a week The Account was blocked on ddcember 26th 2023 I Played wild West Gold Slot from Pragmatic and got Lucky

i did Not Play with any Bonus (100% real Cash)

i tried to resolve it via Chat but they Said an email was send to me which i Never received. And when I contact them again I get The answer that I Need to Write an email to The Support. I tried several Times via email but no response

Thank you very much, Maxe0412, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Maxe0412,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite WinLegends Casino to join the conversation.

Dear WinLegends Casino,  

I kindly request clarification regarding the reasons behind the non-processing of the player's withdrawal and the subsequent closure of their account. Additionally, I would appreciate information on the absence of communication with the player, particularly if your actions were influenced by potential violations of rules on their part.

Hello, Michal.

After reviewing the situation of user Maxe0412, we can inform you the following:

On 2023-12-26 09:00:39 UTC, an email was sent to the user explaining the closure of the MAXE0412 account. 

During check, it was discovered that the user created a duplicate account MAXE0412, while he had previously registered a primary account, MAXE04122.

Due to violations of the project rules, the account was closed and the user's balance was canceled, of which the user was informed immediately after the account was closed.  

We sent additional information on this case to your e-mail - michal.k@casino.guru

Regards, 

Winlegends Casino Risk Department

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

Dear Maxe0412,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - bonus abuse detected by multiple accounts created close one after another linked with the same or very similar details as was communicated to you by the casino team.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru