The player's account got closed for breaching the casino terms. The complaint was rejected as the player wilfully misused their casino account for money laundering purposes, a fact that was substantiated by the casino with appropriate evidence.
WinLegends Casino - The player's account got closed.
Amount: $51,000 ARS
WinLegends Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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11 months ago
Translation
The casino closed my account arbitrarily and alluding to terms and conditions that are not true, once what happened they ended the communications through the site's chat and they do not respond by email either.
Before my account was closed I had a pending withdrawal with money that I deposited, played and won. Now they don't want to give me my money or what I earned legitimately.
The money is 51000 ARS
I need my money back
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11 months ago
Hello brahian,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinLegends Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What kind of bonus did you use when your account was blocked? When was the last time you spoke to the casino and what was it about? Did they specify which exact term did you breach?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
- My account was verified on 05/05/2023 where I sent identification and verification of payment methods, both were correctly analyzed and verified by the casino. I am attaching evidence that clarifies that once verified, all deposit and withdrawal operations will be processed without additional verification procedures, because they have already been successfully verified.
- On the other hand, I did not use any bonus, I rejected all of them and I dedicated myself to playing with my own real money that I lost on some occasion (for that case they have no problem when they win) and other times I won as was the last time where they blocked my account.
- The last time I spoke was yesterday with the live chat of the site that informed me about the blocking of the account ( Due to the identified violation and in accordance with Rule 14.6, your balance has been canceled and your account has been closed by BRAHIANF without the right to reopen. ) and then he told me to send an Email to support@winlegends.com but that email and the one to kyc@winlegends.com never answer, I already sent Emails to each one and I don't receive answers.
The reason they refer to is totally false and I want my money back because when I lost money playing I didn't see that they complained or the other times I played and won legitimately. They ask for thousands of verifications of both documents and biometrics and payment methods and also take many days to process transactions and in the end they end up arbitrarily blocking accounts when one wins.
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11 months ago
Thank you brahian for all the information provided. Your complaint will be now forwarded to my colleague Stefan (stefan.m@casino.guru)who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Dear brahian,
I am so sorry to hear your account got blocked. 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 was closed? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
Dear Stefan,
We have reviewed the complaint of player BRAHIANF in detail.
Here are the details of the player's account
1)The player BRAHIANF 2023-05-12 deposited 50000ARS to his game account using a prepaid card.
2) Player BRAHIANF on 2023-05-12 applied for a withdrawal of 51000ARS to USDT wallet.
On 2023-05-12, an additional verification of player BRAHIANF 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.
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 BRAHIANF were wagered in European 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 BRAHIANF 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.
2023-05-15 player account BRAHIANF 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.
2023-05-15 An email was sent to the player with detailed information about the reason for closing his account to his email: flo****n@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.
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11 months ago
Translation
That the casino responds in this way does not mean that its complaints and grounds are true and I am going to explain the reasons.
1) All BRAHIANF player's deposits were wagered on European roulette games with maximum betting returns. (All betting actions were made intentionally to make the turnover of the deposit x3 according to the rules of our casino), with the difference in bets and losses or profits not exceeding 10-15% of the client's balance, and over 95% of customer bets were placed in exactly this way.
- This statement is false since the terms and conditions require that there be a minimum volume of x3 with respect to the deposit and that condition was more than met, which case was exceeded even when I had an unfavorable balance, this means that at some point in the game I was in losses of more than 15% of the initial balance (even more than 20% losses) and yet I kept playing so that I could try to win knowing the risks involved in such actions, risks that benefit the casino in case I had lost all the money ( like it happened the first time I played). Furthermore, there is no such 10-15% rule and if there was, it was not breached. In addition, the casino at some point accuses of "irregular patterns" this is false, on the contrary, my movements are based on a very old game strategy. When I lost on that occasion I did not see the casino complain in any way and on subsequent occasions after I won they also did the same verification that they did now and now they accuse me of false things.
- On the other hand, I play to have fun and win, not to give away money, therefore my actions are based on the casino rules and my desire to withdraw whenever I have made a profit and not when the casino wants because of continuing to play in the long run. the casino always wins because it has more chances of winning than me, so having played more than enough to what the rules indicate and also having gone in losses and then having managed to go in profits I have every right to withdraw when I want and not when the casino is winning.
- Nowhere does it say that it is forbidden to play only one or two games, I play roulette because that's how I like it and I feel comfortable, I'm not going to play what they tell me so that I don't have fun and feel uncomfortable playing, I'm going to play what I want, that's why they have a wide range of games that they offer so that the player can choose. By the way, I play 2 games that I feel most comfortable with and I always play those in this and other casinos (I have proof that my behavior is always the same in any casino and it's not '' irregular'' as they say) the difference is that other casinos are serious and know how to pay when the player wins on good terms and are not cheaters like WinLegends.
- As I said before, I had already lost (playing the same way I had always done) and I had also won in this casino (and they had paid me normally) but now that I had a winning streak they block my account with absurd and arbitrary excuses. So the casino (like all casinos, likes when the player loses all the money and in those cases does not make any accusations and when the player wins several times there if he blocks and accuses).
2) The BRAHIANF player made a deposit with a prepaid card and the withdrawal of funds requested in the crypto wallet.
- It is false since the method I used to deposit is a virtual wallet with an available balance in it and not a prepaid card as they say, by the way, in that virtual wallet are all my real and verified data and with records of my real movements that I have and said wallet is regulated and they also have movements with other casinos with which I play and I never had problems depositing and withdrawing.
- On the other hand, to accuse money laundering, it must have been committed contrary to what they say, that is, entering from an 'unknown' source such as cryptocurrencies and entering a regulated and serious payment method.
- The methods they offer at the casino are few and far between and in which case my USDT withdrawal choice was because the payment method I used to deposit is not available for withdrawal in which case if it was available I could have used it.
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11 months ago
Translation
2023-05-15 An email was sent to the player with detailed information about the reason for his account closure to his email: floresbrahian@gmail.com.
- It is false since no notification came to my email and I had to communicate personally through the site's chat and it was there that they informed me that my account was blocked.
- When trying to access my account, a red message appears indicating that my account was disabled due to gambling addiction, which is a totally different reason than what they later argue.
To conclude, it is easy for the casino to accuse the player of any action and argue things that are not true and even manipulate data since they are the owners of it and the casino does not even let me enter my account to access my game movements, in my case I have nothing left but to defend myself and demand my money that I played and won in a good way. I hope it serves as proof to other players that there are casinos that are cheaters so I recommend that you go to other more serious and reputable ones.
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11 months ago
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
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11 months ago
Dear Stefan,
Additional information has been sent to the email address that you provided to stefan.m@casino.guru.
Please review them.
Best regards.
Winlegends Casino Risk Department.
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11 months ago
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
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10 months ago
Dear Stefan,
The game log has been sent to the email address you specified at: stefan.m@casino.guru.
Please review.
Best regards.
Winlegends Casino Risk Department.
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10 months ago
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
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10 months ago
Dear brahian,
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
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10 months ago
Dear Tomas,
All additional information has been sent to the email address you specified at: tomas.k@casino.guru.
Please review.
Best regards.
Winlegends Casino Risk Department.
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9 months ago
Dear brahian,
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
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