The player from Greece had faced an issue with an online casino where, after making two deposits and winning €200 on his second one, his account had been blocked without explanation. The player hadn't indicated any gambling issues and hadn't requested self-exclusion from the casino or any sister casinos. He had also completed the identification process at the casino before requesting the withdrawal. The casino had claimed that the player's account was closed due to 'bonus abuse' at a sister casino and that he had bypassed the blocking system by registering with different data. However, the player had disputed these claims and provided evidence that he used the same personal details for registration. After intervention by the Complaints Team, the casino had decided to pay out the player's winnings and the issue had been resolved.
WinLegends Casino - Player's account has been blocked.
Amount: €200
WinLegends Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello i signed up to this casino through the good grade from the forum (8.2/10).
I did the KYC first and it was successfully. Then i deposit 25€ euro and played with bonus and lost both bonus and my deposit. Then i deposit again 25€ but i didn't use any bonus so it was raw money. I won 200€ and I decided to withdraw this money. I also pass the KYC for payment method. After 30 hours i asked about the progress of my withdrawal and told me to sent email to kyc@winlegends.com . I sent email where i kindly ask what its the status of my withdrawal. After some hours I tried to log in and my account is blocked "due to gambling issues"????? What is this joke?
I contacted chat and they told me administrator wants to block my account and i cannot re- open.
I didn't receive any email about blocking my account, nor the reason ,no nothing.
I think they are trying to block my withdrawal for some reason.
Guru can you help me and please lower this casino rate to lowest because its a pure scam
Dear spyroslavranos5,
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. Do I understand correctly that you did not indicate any gambling problems at this specific casino? Is there any chance that you requested self-exclusion from this or any other sister casino in the past?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
good evening kristina,
I have not indicated any such behavior, under any circumstances. Not at a sister casino either. I have no communication with the casino, I have sent 2 emails all unanswered.
The only communication is via chat.
I have also emailed to kyc@winlegends.com and support@winlegends.com
Also, it is important to mention.
Before I requested a withdrawal I had already made the identification in the casino, so I could have been blocked as soon as he saw my details and the payment details (in any case). He chose to block me as soon as I made a withdrawal
Thank you very much, spyroslavranos5, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
Hi spyroslavranos5,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite WinLegends Casino to join the conversation and contribute to the resolution of this complaint.
Dear Peter,
We are providing information regarding this complaint.
2022-09-06 The player was closed by the decision of the administration on our subsidiary projects. The player was also sent an email with this information and a notification that the casino is not responsible for opening a new account or any losses that you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.
2022-11-23 The player deliberately bypassed the blocking by providing other data and registering on our project.
Due to a violation of the project rules, the account was closed on 01/05/2024, and the balance of 200.06 EUR was canceled.
An email was also sent to the player on 2024-01-07 with details.
We inform you that all actions regarding the player's account were carried out strictly by the current rules of our casino.
Best wishes,
Winlegends Casino Risk Department.
Hello Peter!
1) Can you please ask casino for Which reason my account was blocked at 2022-09-06 and which casino; also to forward the email regarding blocking my account for 2022-09-06 and 2024-01-07. The email i use for this casino is spyros.lavranos5@gmail.com.
2) casino says i provided different data to cheat and to create a new account. Can please the provide us which data was different and fake?
3) i use the same documents for any casino i use. Same id , same bill, same first name and same last name and payment method. How is possible casino accept my documents, verify me and after blocking me when i try to withdrawal?
4) i kindly ask to return to me the 200€ or at least the e deposits that are sum 50€ and of course lower casino grade cause it's lying regarding all of these.
Thanks,
Spyros
But very important its casino to forward to us the email where they inform me about blocking my account. The only emails i received was offers to deposit to them
Hi all,
Thank you for your replies.
Dear WinLegends Casino team,
Could you please give us more details about the account closure from 2022-09-06? Please forward all relevant evidence to my email address (peter.m@casino.guru).
Dear Peter,
We inform you that we have sent the necessary proofs to your email (peter.m@casino.guru).
Please review the information provided.
Sincerely,
Risk department Winlegends Casino.
Peter can you also ask about the other:
1) The casino says I provided different data to cheat and create a new account. Can you tell us which data was different and fake?
2) Also can you share with me what casino sent you?
Dear WinLegends Casino team,
Thank you for your email. I've sent you some additional questions. If I understand correctly, the player’s account at Winlegends was closed as a result of bonus abuse at IceBet Casino. Somehow I don't see the connection with the problem gaming and gambling addiction. Secondly, have you informed the player that they can’t open an account in the related casinos and did you tell him which casinos exactly? And lastly, you stated that the player "bypassed the casino security" by registering with a different city and email address. The player used the same name and date of birth which are the crucial personal details that are monitored in most casinos. How did the security miss them? The player also stated that they were verified. How did this happen?
Dear Peter,
We inform you that we have provided information to your email (peter.m@casino.guru).
Please review the information provided.
Sincerely,
Risk department Winlegends Casino.
Peter can i also have the information they provide to you? How do we know its true? My Account its blocked so i cant put any screenshots .
Hi all,
Thank you for your replies.
Dear WinLegends Casino team,
Thank you for your email. I'd like to sum up the whole situation and add our position on it. The player's account was blocked due to "bonus abuse" at IceBet Casino. This has nothing to do with the gambling problem that was mentioned before. The player opened an account at WinLegends Casino using the same name, date of birth, and city (since Ilioupoli seems to be a part of Athens), the only difference was the email address (everyone has usually at least five). I'm afraid we can't talk about "bypassing the blocking system" here since it's based solely on the email address and the player used their correct data. If the blocking system only compares the city and email address I suggest "upgrading it" and focusing on the important data like name and date of birth which are quite hard to fake. We have nothing against blocking players who abuse bonuses (actual abuse) from registering, but in this case, you let the player open an account, play, and win and therefore you should honor their winnings. I'm pretty sure if they lost the funds, nobody would contact them and refund it. As soon as they get paid, you can block their account.
Thank you very much for your investigation Peter , i hope casino thinks About it , let me receive the winnings and then block me
Dear Peter,
We inform you that the casino team has decided to pay out winnings in the amount of 200 euros.
Dear spyroslavranos5,
To make a payment, we ask you to confirm that your Skrill wallet (spyros.lavranos5@gmail.com) is current and belongs to you.
Sincerely,
Risk department of Winlegends Casino.
I confirm that my details are correct and that the skrill wallet ( spyros.lavranos5@gmail.com ) is current and owned by me. Thank you for the collaboration!
I received the money, thank you very much. The complaint can be closed as resolved!
Dear WinLegends Casino team,
Thank you for reconsidering and for your help.
Dear spyroslavranos5,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
