WinLegends Casino - Player's account is closed with winnings confiscated.

On Sunday, a family member recommended this casino to me, claiming they were good and had a wide range of games.

I registered and successfully validated my account, then made a deposit of €30. I played all day without any issues and won €150. I proceeded to withdraw my winnings, and to my surprise, after making the withdrawal, I entered my account the next day only to find it was blocked. I contacted the chat support, and they told me my account was a duplicate with someone called bomba men. On Monday, I sent an email as requested by the chat support, but received no response. I sent another one yesterday, and still no reply. When I contacted the chat support again, they kept giving me the same response. I reviewed their terms and conditions, which clearly state that they are obliged to refund the deposit amount, yet nothing has happened so far. I will pursue this matter with the casino as long as it takes, and I will post on all social media platforms about how deceitful they are, getting dirty over €150. It's shameful. Do not play at this casino; you will lose your money. Pay attention: the person who recommended this casino to me has already closed their account with them.

Dear Aguiar1997,

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. 

• Could you please advise if there is any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

Additionally, 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

Kristina I'm not aware of them using my ip address at least as far as I know the amount I won wasn't bonus money it was deposited money the winnings I had were only with the deposit money so far they've never replied to me I sent an email on Monday and one on Friday a week ago today after sending the first email I've heard many cases of this Casino very unpleasant they invent everything not to pay and low amounts attention

So far, unfortunately, it's up to me to continue to report what this casino is doing to me to all the authorities.

Thank you very much for your reply, Aguiar1997. Did you pass the verification before the casino blocked your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, I successfully passed the verification and played the game and made a successful withdrawal request on the day I was sure it was blocked and now I can't even access the chat.

Thank you very much, Aguiar1997, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello Aguiar1997,

I am so sorry to hear your funds were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear WinLegends Casino,

Could you comment on this? Could you provide us with the proof of multiple accounts? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

The casino's terms and conditions state that the deposit amount must be refunded and so far nothing has happened

Dear Stefan, 

We have sent additional information about this case to your e-mail - stefan.m@casino.guru.

Best regards, 

Winlegends Casino Risk Department

As long as they don't give me my money back, I won't stop because I haven't doubled any of my accounts

Dear WinLegends Casino,

Thank you for your response and the information provided.

Could you state if any bonuses were claimed on the player's account?

I'll be awaiting your reply.

Dear Stefan, 

The user received a welcome 100% bonus for the first deposit on 2024-08-05. Subsequently, the user successfully used this bonus to place bets. 

Regards,

Winlegends Casino Risk Department

Dear WinLegends Casino,

Thank you for your response and the information provided.

Could you state if the potential second account had the welcome bonus too? If so, could you provide us with proof that the welcome bonuses were claimed on both accounts? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Winlegends tell me now if I used a bonus of 100 percent in the Casino and I used a deposit of 30 € in the bonus of 100 percent give me another 30 rellover of this bonus as a rule is 40 times the value of the bonus how does 150 € beats this rellover so 30 € Bonus times 40 times 1200 € tell me where this rellover was made because I have the prints

Dear Stefan,

Additional information has been sent to your e-mail address. 

Regards, 

Winlegends Casino Risk Department

Dear WinLegends Casino,

Thank you for your response and the information provided. I have reviewed the evidence, and it appears that the accounts have matching IPs and passwords. Could you also provide us with the bonus histories of both accounts? You can send them to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

The requested information has been sent to your e-mail address. 

Best regards, 

Winlegends Casino Risk Department

Dear Winlegends Casino,

Thank you for your response and the documents provided.

Hello Aguiar1997,

I have reviewed the evidence provided by the casino and it will be difficult to prove that two accounts at WinLegends Casino do not belong to one person. There is a match in gameplay, IP, password, welcome bonus, similar nickname etc.. I am afraid there is nothing that can be done from our side, but to support the casino's decision and to reject this complaint. I wish I was of more help on this occasion.

Kind regards,

Stefan, Casino.Guru