Wins Royal Casino - Player's winnings have been delayed due to suspected money laundering.

Suspected of money laundering

Document submission

Payment not received even after six months

Dear hirokann0525,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Wins Royal Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what documents you submitted to the casino? Have any of your documents been approved so far?

Do I understand correctly that the casino is currently investigating your account due to suspicions of money laundering? Have you been informed how long might the investigation last?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Have you complied with the casino's request and explained the origin of your funds?

Yes, submitted

I don't know the address at all

Submitted tax proof

Please forward all the relevant communication between you and the casino customer support to veronika.l@casino.guru. Thank you.

sent

Thank you for the email. I can see that the casino asked you to explain the source of income for a crypto wallet and your relationship with this wallet. Have you provided this information to the casino?

Thank you very much, hirokann0525, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 hirokann0525,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wins Royal Casino to join the conversation and participate in the resolution of this complaint.

Dear Wins Royal Casino,

Can you please provide further details regarding the wallet mentioned, and what information is required?

Kind regards,

Adam

thank you!!

I have submitted all the necessary documents and all I have to do is wait for the casino to withdraw my money.

The only thing we can think of is that they are intentionally delaying withdrawals in order to find a connection to an address they don't recognize.

Hello hirokann0525,

The casino has responded and stated that the documents provided were insufficient and this case has been closed.

Can you please clarify if the casino has told you what was insufficient about the documents? I have tried to look up the wallet mentioned on the blockchain but cannot find any information, can you also tell me which cryptocurrency you have used at the casino?

I have also asked the casino to provide us with more information, as at the moment the situation is unclear.

Kind regards,

Adam

thank you!!

I don't remember anything about the wallet, so I can't explain it.

Hello hirokann0525,

I have spoken to the casino representative and they are unable to share any documents or further information with us as we are a third-party. Consequently, we are unable to investigate the matter any further and have no option but to close the complaint as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam