WinMatch Casino - Player's withdrawal delayed due to extended verification.

Hello Casino Guru,

I am Mohd **** and I recently played in Winmatch.com casino site for the first time. Deposited 2 lakhs plus on 24th august 2023 and won in casino of total 4,90,650 INR.

But I didn’t received the withdrawal from the site and when ever I tried calling them they saying simple that it’s under long verification and kindly wait for 5 to 7 working days and Elaborating the issue from 45 days.

Since from 45 days I am following up the customer care support they saying that to wait for 5 to 7 days every time when ever I call them. They are dragging this issue and doing time pass with the customer who he trusted the site and deposited big. Also they blocked gaming id. They also blocked WhatsApp when every I msg to the customer support WhatsApp live chat.

Also unable to contact to customer care toll free for more than one time with same number as they are blocking the number when ever we call to customer care and ask the issue to process my withdrawal. Every time I need to call them using different numbers regarding my withdrawal.

There are many Bollywood and Tollywood celebrities who are promoting this site unnecessary without knowing is this site is genuine or not. I want to file a case in cyber crime and Also inform ED INCOME TAX DEPARTMENT To seize their bank accounts for making fraud with the customer without saying proper time they simple postponing the time and not giving the withdrawals.

I request casino guru to kindly look into these and do needful. Because I have only one option to get my withdrawal processed by casino guru.

This site belongs to Playinexch.com, Khelo24bet.com and Betstarexch.com. All this site belongs to same person. I request players to not to deposit in this fraud sites including Winmatch.com

In case if you have any doubts or need proofs of call recording, screen recordings and msgs i can provide it.

Thanks in advance.

Dear mohdjangir,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winmatch.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify when your verification process began?
• Could you please list which documents you submitted to the casino so far?
• Is your casino account currently accessible to you?
• Could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru?

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

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 or without an active bonus? 

Hello,

I not took any bonus. I only played with the deposited amount real money. Played live casino evolution gaming baccarat.

After playing and winning they are not responding correctly every time they saying to wait for 5 to 7 working days from last 2 months. Doing time pass with the customer. I got to know they doing this for more than 15 to 20 players from the month of August 2023. For highest winning players they not giving withdrawals and saying this to wait for 5 to 7 Working days all time.

They blocked in WhatsApp by support. We can’t call to customer care toll free number with same number more than once - they blocking the number once we talk with them. Every time to contact the support need a new number to

communicate with them.

Sad part of winmatch is Big celebrity’s are promoting the site without knowing it’s genuine or not.

I request you to kindly talk with them regarding the issue and do needful.

Thanks

Thank you very much, mohdjangir, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi mohdjangir,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask WinMatch Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mohdjangir,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas