Wins Royal Casino

Public

gambaman

Novice

Serbia

Public

10 months ago

There is so many things wrong that I dont even know where to start.

I deposited the money to this casino multiple times using crypto. As soon as I won some money its where the problems start coming in, as they always do with scam casinos.

I requested a withdrawal of $1000 to crypto (same way I deposited the money). First issue is that in the banking tab of their website, the transaction shows as a request for $1 instead of $1000 and in the regular transactions it says $1000 withdrawal.

I immediately contacted them and they said its 'probably a glitch' (surely 😉).

The money was taken out of my balance.

The next day, the transaction that showed $1000 withdrawal was removed from the transaction list (oh how weird). Luckily, I took all the screenshots before it happened so I have proof.

Then I contacted the support and they told me I need to provide my utility bill as proof of address, as well as my id pictures (both sides). (screenshot of the chat included). I went into the documents section of the site and I uploaded the documents they requested. I uploaded:

Id both sides
Utility bill (it was cable + internet bill from the latest month that showed MY NAME AND MY ADDRESS ON IT)

My id was accepted, but my utility bill was rejected. Btw, they never even emailed me to let me know that it was rejected or let me know why, they just reject it and say nothing, in hopes you will forget that you requested a withdrawal and that way they can scam you and keep the money.

So I followed up asking what happened and thats when they started requesting other documents for no reason. Well actually, they have a reason, they're a scamming website looking to scam people.

They replied telling me that the utility bill that I provided is not good enough and they need electricity bill. There's 0 explanation as to why that is. Utility bill is supposed to verify your identitity and your address, which is what the utility bill I submitted containted. But instead they requested eletricity bill in my name, which I do not have. I do not own my home, I live with my grandparents and my eletricity bill is in my grandfathers name, which I explained to them.

The second thing they requested is a bank statement. But I do not use bank or have a bank account. I told them that it would've made sense to request that IF I deposited via bank account and/or requested a withdrawal via bank account, but thats not the case. I deposited via crypto and requested a withdrawal via crypto. I offered to send them a screenshot of my crypto wallet, showing deposited transactions, etc.

The last thing they requested was selfie with id, and I told them that I can provide that, its not a problem at all.

Thats when they stop replying to my emails. I emailed them 3 times after that, never heard back from them.

Its been over a week.

I contacted their live chat on the website and they told me to contact the support via email. When I told them that they stopped replying to my emails, the guy on live chat said that they dont have to do anything because I refuse to cooperate.

Imagine, they stopped replying to my emails but I am the one who doesnt want to cooperate with them.

Obviously these are all tactics to scam people and keep the money, its so obvious.

I have all the proof that you need that will be attached in this complaint. I have much more proof, but in the complaint section of casino guru I can only attach 5 images. I can definitely send more proof

There is so many things wrong that I dont even know where to start.

I deposited the money to this casino multiple times using crypto. As soon as I won some money its where the problems start coming in, as they always do with scam casinos.

I requested a withdrawal of $1000 to crypto (same way I deposited the money). First issue is that in the banking tab of their website, the transaction shows as a request for $1 instead of $1000 and in the regular transactions it says $1000 withdrawal.

I immediately contacted them and they said its 'probably a glitch' (surely 😉).

The money was taken out of my balance.

The next day, the transaction that showed $1000 withdrawal was removed from the transaction list (oh how weird). Luckily, I took all the screenshots before it happened so I have proof.

Then I contacted the support and they told me I need to provide my utility bill as proof of address, as well as my id pictures (both sides). (screenshot of the chat included). I went into the documents section of the site and I uploaded the documents they requested. I uploaded:

Id both sides
Utility bill (it was cable + internet bill from the latest month that showed MY NAME AND MY ADDRESS ON IT)

My id was accepted, but my utility bill was rejected. Btw, they never even emailed me to let me know that it was rejected or let me know why, they just reject it and say nothing, in hopes you will forget that you requested a withdrawal and that way they can scam you and keep the money.

So I followed up asking what happened and thats when they started requesting other documents for no reason. Well actually, they have a reason, they're a scamming website looking to scam people.

They replied telling me that the utility bill that I provided is not good enough and they need electricity bill. There's 0 explanation as to why that is. Utility bill is supposed to verify your identitity and your address, which is what the utility bill I submitted containted. But instead they requested eletricity bill in my name, which I do not have. I do not own my home, I live with my grandparents and my eletricity bill is in my grandfathers name, which I explained to them.

The second thing they requested is a bank statement. But I do not use bank or have a bank account. I told them that it would've made sense to request that IF I deposited via bank account and/or requested a withdrawal via bank account, but thats not the case. I deposited via crypto and requested a withdrawal via crypto. I offered to send them a screenshot of my crypto wallet, showing deposited transactions, etc.

The last thing they requested was selfie with id, and I told them that I can provide that, its not a problem at all.

Thats when they stop replying to my emails. I emailed them 3 times after that, never heard back from them.

Its been over a week.

I contacted their live chat on the website and they told me to contact the support via email. When I told them that they stopped replying to my emails, the guy on live chat said that they dont have to do anything because I refuse to cooperate.

Imagine, they stopped replying to my emails but I am the one who doesnt want to cooperate with them.

Obviously these are all tactics to scam people and keep the money, its so obvious.

I have all the proof that you need that will be attached in this complaint. I have much more proof, but in the complaint section of casino guru I can only attach 5 images. I can definitely send more proof

Public

Nick

Complaint Specialist

Public

10 months ago

Hello gambaman,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wins Royal Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Public

gambaman

Novice

Serbia

Public

10 months ago

Hello Nick,

I believe the verification process was started 2 weeks ago. (withdrawal request was made on 07.02). I uploaded my id (which was approved) and my utility bill (cable and internet that display my name and my address), that one was rejected (without notifying me).

Thats when they started asking for electricity bill specifically. Even though on their website in documents section it clearly says utility bill and I was asked to provide the most recent utility bill, which I did. After I informed them that I'm not a homeowner and that the electricity bill specifically is not in my name, they basically told me that's the only way to get verified.

Because that is their strategy. After you tell them you dont have a certain document, they will request only that in order to scam you. The most recent utility bill that I provided was more than enough to verify my name and address (same name and address on id as well as on utility bill), but it doesn't matter because thats not their goal, their goal is to scam you.

It would be like if I provided an electricity bill and then they started asking me to provide a pilots license in order to get verified. Its completely unreasonable and a clear scamming strategy.

After I told them that I dont have it and that I provided a valid utility bill, they stopped responding to my emails. Last response was on February 15th. After that I sent them 3 more followup emails, received no replies.

Yesterday like I mentioned I contacted live chat support on their website, who also told me I need eletrcitiy bill and bank statement and then said they dont have to do anything because I refuse to cooperate with them (kind of ironic because THEY are the ones that stopped replying to my emails,, so by definition they are the ones who refuse to cooperate).

I still have other proof and screenshots that I wasn't able to attach in the complaint, I'm more than happy to send them to you directly.

They are being completely unreasonable and it makes me wonder how easy it is to obtain/keep the gambling license if you can have practices like this where you basically look for loopholes in order to scam people out of their money.