Winota Casino - Player’s winnings disappeared.

Habe am 24.3.21 400 Euro gewonnen.

Habe alle KYS eingereicht.

Aber mein Geld nicht bekommen.

Man bekommt keine Antworten mehr nichts.

Sehe auch den Betrag nicht mehr in meinem Konto

Dear Silke,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise whether you claimed any bonuses, please?

I checked the casino’s Contact us section https://winota.com/ca/contact-us. Have you tried to get in touch with the casino via any of these contacts? There is phone support available as well as 24/7 live chat support.

Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any.

Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Silke:

"Danke für Ihre schnelle Antwort 

Habe fast jeden Tag versucht mit dem Chat zu kommunizieren. Die nehmen es garnicht mehr an wenn Sie meinen Namen sehen.

E Mail werden auch nicht beantwortet.

Das was die machen ist schon Betrug.

Nein habe nicht mit Boni gespielt habe Geld eingezahlt.

Mfg Silke"

Thank you very much Silke for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Silke,

I looked at your complaint and will do my best to help you. I would like to invite Winota Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear, Silke,

Please let us know your username.

Best regards,

Winota Team

Dear Silke,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.