WinPort Casino - Player's account was blocked and winnings were withheld.

So I register with this casino got there $65 wage them and as we all know after that your balance should go to the $100 .well that's what they told me .after another few spins I checked my bonus and it's been gone my balance was $24042.55 so I reached them again they told me I need to put deposit and yeah I wage my no deposit bonus.so I'm doing my verification and all that and realising I out somethings wrong BC of autocorrect.ao I reached they're agents told them about issues and then all of a saddens he is like we going to block ur account BC I'm in Costa Rica but my residence address it's Canada Nd I'm like what bout my winnings Nd I just got kicked out...ok how about all the others casino if u not aloud to okay from some regions or country u can't even get in to casino plus I've been spoken ith 2 other agents Nd they never said anything to me...also they bloke me so I ask my boyfriend to register and see what's happens and also play same game Wich I did and won (lady wolf moon megaway)so he didn't everything went smooth till he couldn't find that game so basically they removed the game lol.

I tried to contact them I've been ignored I don't think it's fair I played and all kind casinos but this one it's something.i don't know how I gonna get my money.ny suggestions?

Dear irina12koho,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which country you chose during the registration?
• Why did you create the account from Costa Rica?
• Are you able to provide solid evidence that your permanent residence is in Canada?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina

I'm in a vacation in Costa Rica but I'm Canadian citizen so I put my home address when I was registered my account.

I google it no deposit online casino Costa Rica.why I did that BC a lots of casinos don't even let u in to there website if u not loud to play from some surne location.

Yes I'm can prove I'm a Canadian citizen.i have a passport

For registration I choose my residence country which is canada

Thank you for your reply, irina12koho. Please understand that no matter which country you entered during the registration, you still created an account from a restricted country. Did you use a VPN when creating or using the casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I didn't used VPN or anything like this like I explained before I google it which casinos I can play from Costa Rica there was casinos I couldn't get on there website BC but winport was ok .and how I would put Costa Rica address if they need verification of my proving address like utility bill or something like that I don't have bills in Costa Rica also on the pictures u can see there is no VPN sign

Could you please provide proof of residence/address (and no, the passport is not enough) and proof that you are only on vacation in Costa Rica?

Hello.

How would u like me to prove I'm only on the vacation?well u can't live in Costa Rica if u not a resident .I don't have the ticket back to back home.

Well, you had to get there somehow and be accommodated somewhere. Please understand that in situations like this, you should be ready for such questions and be able to defend your position with bulletproof evidence if you feel you have done nothing wrong.

Hello here is my flight ticket and the last place from airbnb I'm still staying tgere

Could you please clarify why you booked accommodation two days earlier than you arrived?

I missed the flight.

Plus's my boyfriend didn't had passport by that day so he got it Feb 3 and actually change the dates on my airnb as well

Thank you very much, irina12koho, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 irina12koho,

I'm taking over your complaint. Let me ask you a question. The disputed amount of $24042.55 was bonus money made with the no-deposit bonus?

Yes that is correct

Hi irina12koho,

Could you please send me the specific bonus conditions for the bonus? In the meantime, allow me to reach out to the casino and make every effort to assist you. I would like to invite WinPort Casino to join the conversation and contribute to the resolution of this complaint.

Basically the bonus was I had to wage my bonus of $65 I wage them all and support team told me it will go to $100 when it's done well I was keep checking my actual Balance and bonus balance so at one point it was shows no bonus balance but my actual Balance is over $24k.i kept playing then I contacted the support to ask what I need to do cash out and also do verification and correct my registration soon as I start asking about they blocked me.

Yes Peter u can invite the winport casino to our conversation

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.

Thank you for bringing this matter to our attention! Our team has reviewed your proof of residence document and is pleased to inform you that your account has been successfully reopened. You are now able to log in and continue using our services.

Regarding your concerns about the No Deposit Bonus with a maximum cashout of $100 you previously used, my colleagues have informed me that the winnings were accumulated through a bug in our system. Upon review, they detected a bug that allowed users to win money without placing a single bet. As per the Terms and Conditions, winnings generated through such malfunctions are not withdrawable and as a result, the bonus funds have been removed.

However, to compensate for the inconvenience caused, they have credited your account with another bonus with the same bonus terms, including a maximum cashout limit of $100. Once again, I apologize for any inconvenience this situation may have caused. Let me know if any further help is required.

When I reached the support they told me minimum cash out is a $100 after I wage the bonus which I did then I tried to do verification and put deposit in order to get my winnings then one of another support person block my account.also the game I was playing didn't was exist in ur casino.aldo is not my fault winport casino had a bug in a system.

I don't think is that fair to me.

Hi all,

Thank you for your replies.

Dear WinPort Casino team,

Let me ask you some additional questions. What is the disputed amount here? Is it Can$24042 or Can$100? Could you explain what exactly happened? How was the player able to make winnings without placing any bets? Please forward the player's game history to my email address (peter.m@casino.guru).

Hi Peter! Thank you for your reply.

There was a recent recent malfunction in our game, which allowed users to place $0 bets due to a bug. Users could enter the game and win money without actually placing any bets. Our team promptly identified and resolved the issue, but unfortunately, the client was able to make use of it during that time.

Upon reviewing the game history, it was evident that the client had accumulated $24.798 through a bug. As a result, we removed the amount of $24.042 (current balance at that time) from their account. The reason I mentioned $100 in my previous comment is that the funds were accumulated while the client had an active No Deposit Bonus with a max cashout of $100. We will forward you the gaming report shortly!

Once again, we apologize for any inconvenience this may have caused. As compensation, we have credited the client's account with another No Deposit Bonus, allowing them the opportunity to try their luck once again. Let me know if any further clarification is required.

here I was asking about the bonus and how I can cash out . support told me after I wage I need make any deposit and a maximum cash out is 100 (again after I wage the bonus).

And BC u guys had a bug in ur system I can't have winnings.and why the game I plaid was gone right after a won.amf that game actually popular at the others casino.that was bug as well.

Thank you WinPort Casino team for the explanation and the game history.

Dear irina12koho,

I reviewed your game history and the data suggests that the 24k winnings were derived from two zero bets due to a bug in the system. If this is the case, I'm afraid, I won't be able to help you.

Dear irina12koho,

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.

Dear irina12koho,

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter