Winsmania Casino - Player's winnings have disappeared, support unresponsive.

Good evening. I am extremely disappointed with this casino. I made my first deposit and was given a welcome bonus. I played for two straight days and managed to accumulate a sum of 5840. However, last night, the system did not allow me to play anymore. It displayed that I had reached a limit, even though I had not set any limits at all. To make matters worse, I logged into my account today to find that my balance is 0. The money that was in my account just a day ago is now non-existent. I had sent all the necessary documents for account verification and have yet to receive any response. Speaking to customer service also proved to be fruitless as they could not provide any explanations. The only advice I got was to send a message to Support@winsmania.com. I did send a message but have not received any response. I am desperately in need of your assistance to resolve this issue with the casino. Unfortunately, this problem seems to be common in many casinos - they fail to pay out winnings. I am anxiously waiting for a response. Thank you very much.

Hello rina123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winsmania 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? Is your account currently still open? Can you please forward your betting history and any kind of communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Good evening and very happy for your help I have sent the documents 3 days ago to the casino I have access to my account I am fine my account is zero I had 5840 euros in my account

I can't find all the history in my account it must have been hacked it's a scam this casino sure enough the deposit goes normally we just get to a withdrawal the money disappears

Hello rina123,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

I'm sorry, I don't have the contact, it's not saved, I didn't answer at all

Good evening, just now, I contacted them again and they tell me the same, we will inform the relevant department and we will reply as soon as possible

Good evening no response from the casino no message or anything

Thank you rina123 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good evening, we have no news from the casino, it has been many days and I have not received any response

Hello, rina123,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Winsmania Casino team,

Could you please explain the player's situation in more detail? Why have her winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you very much they are making fun of me they disappeared my winnings and they told me that they will send you a reply to the email the relevant department and replies from the casino I never received

Every now and then they send me about deposit bonuses on the topic with my earnings that disappeared no response

What a joke this casino it's been 23 days and no answer with my money they disappeared and it's not even a day that they send me a deposit bonus this is very irritating

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 very much I am very disappointed with this casino every day they send me messages about deposit bonuses they are a little shy they disappeared from my account

No response from the casino????

Dear rina123,

I was in contact with the casino but will definitely need more details because the explanation was insufficient and unclear.

Therefore, I am extending the timer for the casino, and I will wait for additional details/evidence that I requested from them via email.

Once there is any news or updates, I will inform you.

Thank you for your patience and understanding.

I am very disappointed since the casino everyone thank you very much for your help I am waiting for a reply thank you very much

Good morning no answer from the casino please ??

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.

Good morning, I'm very disappointed, thank you very much for your interest!!

Good evening no response from the casino????

Hello, rina123,

Unfortunately no, I have not received any further response besides one email approx. 3 weeks ago with insufficient clarification and "supporting evidence". Nothing meaningful can be found out from it.

I am sincerely sorry, but since we have not received any further response or relevant information from the casino regarding the matter, we cannot continue resolving it and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. However, the decrease in its rating caused by unresolved complaints could change the casino's approach in the future. If it happens, they can reopen this complaint anytime and you will be notified about it via email.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru