The player from India had won a bonus bet of ₹3200 in a game but had not received the winnings in his gaming balance. Despite having contacted customer support, he received unanswered questions instead of a resolution. The Complaints Team had attempted to assist by requesting additional information and extending the response time. However, the case was rejected due to the player's lack of response, which prevented further investigation or potential solutions.
WinMatch365 Casino - Player's winnings are delayed.
Amount: 3,200 INR
WinMatch365 Casino
Safety Index:Above averageSafety Index
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6.5
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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4 weeks ago
I have won the bonus bet of ₹3200 in monopolybig baller at 18:40 pm on 5th march 2025 but the game didn't give me the money or added the money to my gaming balance
I have also tried to their customer care support and they are denying the problem or else i should say asking various questions and not looking into the matter with comcern
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3 weeks ago
Dear Surajupadhaya,
Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you've been having with your winnings from Monopoly Big Baller.
In order to better understand what happened and help resolve the issue, could you please provide the following details?
- Do you have any screenshots or game history that show the winning bet of ₹3200 on March 5th, 2025 at 18:40?
- Have you received any further communication from the casino’s support team? If so, could you share their responses with us?
- Could you confirm if your balance was updated at all after the winning bet, or was it simply not reflected in your account?
Your cooperation is key in this situation, as we are unable to move forward without clear evidence that shows your winnings. This information will help us work with the casino to get to the bottom of what happened.
If you have any relevant communication or documents, feel free to forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the matter.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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2 weeks ago
Dear Surajupadhaya,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
