WinLegends Casino - Player’s withdrawal has been delayed.

Hello, good afternoon, I registered at the casino, verified my account and then deposited to play, I received an email stating that I had been verified and I did not need any other documents, when I played some games I lost money, I did not even make a profit and I wanted to withdraw When I picked up the next day, I received an email that I had to deliver additional documents. I delivered them without problems. The next email they asked me for other documents and I delivered them. I thought that with so many documents it would be solved and they would let me get my money, it was not like that, the next email they assigned me a video call on Skype, I introduced myself to the video call, they called me 1 hour after the agreed time, at no time did I imagine that I had to speak English and if it was not like that they were not going to call me Checking, I assumed that if the casino is available in Spanish, they would have support for those of us who do not speak English. It was not like that, they told me that they could not verify me and that I had to get a translator, I went to a second call, how could I explain with the help of the translator that I do not speak English and how absurd what they were doing seemed to me and again They didn't verify me, I still can't get my money out and I need help. I hope I can solve my problem. I have the proof of everything, how they verified me and it came out in the verified application and how they later left me in the process and everything if necessary.

Dear RodrigoGareis4,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, good evening, I'm still waiting for your help, they still haven't verified my account and they haven't given a solution, my money is trapped and I don't know what else to do, because if they don't let me do the VIDEO CALL in Spanish I wouldn't be able to understand what they ask me, I played in Many casinos and something like this never happened to me, it is rare and it generates a lot of distrust.

Dear RodrigoGareis4,

Have you received your withdrawal from the casino yet?

Hello, I did not receive the money and my account is still not verified.

Thank you for your reply, RodrigoGareis4. Could you please advise which documents you have already provided and when exactly you sent the last one? Did the casino approve all additional documents before requesting the video call?

Do I understand correctly that you are not able to withdraw $15,978 ARS (dispute value) due to incomplete verification?

Hello, I can't exactly verify myself, first they asked for my ID and a bank statement which I handed over, the next day I received the verification email and they weren't going to ask me for other extra documents, when I want to withdraw they asked me for a selfie with the ID which I sent a sign with the name of the casino that I also sent, then they asked me for a video call via Skype, which I showed up at the agreed time and it took them 30 minutes to call me, then in the video call I don't know how to speak English and I don't understand it either and they told me that if I can't speak English they couldn't verify me, to which I asked them for a call in Spanish, since it is the only language I speak and if they offer a casino in my country they should provide support to the player in the language talking. Attached screenshots

Thank you very much, RodrigoGareis4, 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.  

Dear RodrigoGareis4,

I am so sorry to hear your account has not yet been verified and your withdrawal hasn't reached you yet. 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 please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan, good afternoon, I want to tell you that today I wanted to enter the casino to see if there was any news and I was surprised that they closed my account. When I contacted support, they asked me if I had received an e-mail and I told them no, they end up notifying me that they closed my account for "money laundering" and if they keep my funds, they did not notify me at any time, but now I ask you, Stefan, do you think that 60 dollars is money laundering? It was my money and it wasn't much, but it was mine, which I worked for and it's not fair that they take it from me without proof, just because they decide, what's more, I had lost money in that casino, I didn't win any money, I play in many sites especially in betting houses and this has never happened to me, for entering less than 100 dollars they do not verify me, they make 1000 excuses and in the end they steal my money, I don't know what will happen with this, but from now on I ask you to help me and Also, as far as possible, this casino does not continue to do that with Spanish-speaking users, because if they do not accept us, they tell us from the beginning.

Dear RodrigoGareis4,

Thank you for your response and the information provided. I understand that this must be frustrating for you, but we won't be able to investigate further without casino cooperation. Shall we wait for their response?

Your patience is much appreciated.

Kind regards,

Stefan

Dear Stefan,

We have reviewed in detail the complaint of the player RodrigoGareis4.

We provide details about the player's account 

1)Player deposited game account twice from prepaid card(10000ARS + 4000ARS) and once from USDT wallet(4495ARS).

2) Player RodrigoGareis4 2023-04-19 21:04:27 has applied for withdrawal of funds to USDT wallet 17478 ARS. Then canceled it, and submitted a new request for the amount of 15978 ARS wallet USDT.

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 provided all the requested documents to verify the account, but refused to pass the video verification, as he does not speak English.

Risk Department of the casino went to meet the player and canceled the requirement for mandatory video verification via Skype.

On 2023-04-26, an additional verification was initiated on player RodrigoGareis4's account based on suspicious activity on the player's account.

The additional check was initiated according to the rule item: 

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

Player RodrigoGareis4 was notified of the additional verification by letter to his e-mail part******e4@gmail.com that he specified when registering his account.

2023-05-09 having studied the entire history of the client Risk Department found the following:

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

1) All deposits of player RodrigoGareis4 were won in games First Person Roulette/First Person Lightning Roulette/Ruletka Russia with the maximum possibility of the return of bets. (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of player bets were made in this way.

2) The player RodrigoGareis4 made a deposit with a prepaid card, but he requested the withdrawal of funds to a crypto wallet. 

We have reasonable evidence of a violation of AML policy, which is in flagrant violation of the rules of the project.

Based on these findings, the Casino Risk Department ruled that the player purposefully carried out all the 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.

On 2023-05-09, player RodrigoGareis4's account was closed without the right of the opening and the balance was canceled, due to violations of our casino rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breaching 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 with detailed information about the reason for account closing was sent to the player's e-mail part******e4@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.

Many points are lies, first and foremost I did not refuse to make the video call, I made the video call and they cut it off because I don't know how to speak English, I was on the video call 2 times. Second point I deposited by card but when I wanted to withdraw by card it would not let me and since I also deposited by Usdt it would let me by that means. I mean, I have proofs of absolutely everything. From the deposit by Usdt from the deposit by card, from the video calls and the responses, the emails I sent them asking them to please understand that I don't know English and if they could provide a video call in Spanish and the refusal by the casino, having said all this It seems to me a total abuse by the casino towards the players who do not speak

It seems to me an abuse towards players who do not speak English, putting up so many obstacles to finally not approve them and close their account and keep the money, I don't know how common this is that they did to me, but nothing closes, deposit in total less than 80 dollars and according to them that is money laundering, it doesn't make any sense and the intentions are clearly visible and since they don't care about the user, I was in the video calls and they barely saw that I didn't understand English and I tried to explain to them through a translator They said thank you and sent me an email saying that I should speak English. This is clearly a trap and what they are looking for is that, to end the patience of the user and for them to lose the money and thus keep everything. It's very clear.

Dear WinLegends Casino,

Thank you for your response and the information provided.

Could you please provide us with the player's transaction history? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

Additional information has been sent to the email address you specified at: stefan.m@casino.guru.

Please review them.

Best regards.

Winlegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for the provided information.

Could you provide us with the player's game log? So we can have a closer look at the gameplay.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

Additional information has been sent to the email address you specified at: stefan.m@casino.guru.

Please review them.

Best regards.

Winlegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for your response and the provided evidence. I will review the game log and come back to you.

Thank you very much for your patience.

Kind regards,

Stefan

Dear RodrigoGareis4,

Due to the absence of my colleague, I'm now taking over your complaint. I'm sorry about the delay caused.

Let me contact the casino once again in order to investigate the matter.

Dear WinLegends Casino,

I kindly ask you to forward all relevant evidence regarding the case to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Dear Tomas,

All additional information has been sent to the email address you indicated at: tomas.k@casino.guru.

Please review them.

Best regards.

Winlegends Casino Risk Department.

Dear RodrigoGareis4,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.

However, 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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, WinLegends Casino, for providing information and for your cooperation.

Best regards,

Tomas