WinMatch365 Casino - Player’s account has been closed with pending withdrawal.

Dear casino Guru ...

I withdrawal ₹110000 9 OCT 2024 7:53PM in winmatch But my withdrawal not received in my bank account and my winmatch account also has benn blocked....my account blocked on 10 OCT 2024 I call winmatch customer service they say wait 7 days i waited so many days ....but not update....and the customer service also blocked my number if I go to live chat the customer service again says wait 7 days they just waste my time ... After withdrawal ₹110000 i again win ₹10000 and i withdrawal ₹10000 and this amount received in my bank account within 2 minutes but the ₹110000 not received and my account also has been blocked please casino guru help me to unblocked my account .... I don,t play with bonus money I play with deposited money....the customer says your account has been longer verification and says wait 7 days .....

Thanks

Have a good day

Dear factsking,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played to accumulate your winnings of ₹110000? Were they slots, live casino games, or did you make bets on sports?

Did you play with or without a bonus?

Could you please confirm if you passed the full KYC verification?

Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I win ₹110000 in aviator game and i play using deposit money and I pass full kyc

Thank you very much, factsking, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you factsking for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinMatch365 Casino for their help in resolving this complaint. We would like to know why is the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

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.

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,

Peter