Winstler Casino - Player’s winnings have been cancelled.

I had been playing for a while and everything was fine. They were paying on time until I had a big win on their live roulette Casino. I have contacted their apparent regulater who won't help. I have called nevada and now I'm looking into legal aid. This was the last email they sent me. I won the money playing on my phone stuck in traffic in an uber! There is no way for me to predict numbers on their live Casino. Since I've come to the understanding they are just a scam, but how can they still operate and steal peoples money?? Please if you could help 53k is not a small amount to me. Many thanks

Hello David, 

I hope this email finds you well.

Please note that due to your suspicious behavior and threats the relevant department opened an investigation and found the following: 

We have found and detected potential use & abuse of 3rd party software to manipulate the outcome due to the predictions that you made which is strictly prohibited and which led to your large profit that was obtained in an illegal way.

Before any decision was made they have contacted the Game Provider and our suspicions have been confirmed by them. 

We do understand this will bring great disappointment and we apologize for any inconvenience, but as you can understand, due to the use & abuse of a 3rd party software which cannot be accepted, this decision has been made.

This kind of thing cannot be tolerated and due to this, the relevant department have banned your account, this decision is final. 

We hope you understand and would like to wish you all the best for the future. 

Best Regards,

Tom

Dear Tiger999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@casino.guru?

Could you please describe in more detail the way you were playing the live Roulette? What kind of bets you were placing?

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Player's additional comments:

"Thanks thanks for getting back to me. I really only play black jack or roulette. My bets can range from for a few hundred a spin to much more if I keep winning. I just up my stake. At the time I won big I had about 13k in my account. I was betting maybe 2k a spin and down to literally nothing left, then started to hit numbers and eventually upping my spins to about 2500. Once I got to about 50k I turned my phone off and said that's it I'm not playing anymore as I really needed that money as I have a gambling issue and had some debts to pay back. That's when they stopped paying me. They kept saying they were been processed and its thet had a back log. That's when eventually they closed my account and accused my of predicting the numbers on their own live casino. I've never heard anything like it, but I guess that's one of the ways they refuse to pay out.

Thinking about it now my bets were eventually even larger! That's really why I stopped as I would of lost it all very fast. This is vert normal for someone like me that's has gambled my whole life. I wish so hard never to gamble ever again. This 53k was needed so bad to ease my debts. Sometimes like when I was playing that time I just wanted to loose it all to stop gambling, but i actually won and the irony is they didn't even pay!! Its left me in such a bad place mentally. I wish these sites never existed!!

Anything else you need please just ask 

Many thanks 

David h***"

Thank you, Tiger999, for your email. Could you please forward your game history and any relevant communication?

Thank you very much, Tiger999, for providing all the necessary information via email. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Tiger999,

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

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

Dear Winstler Casino,

Can you please provide further details regarding the player's account having been blocked? If there is some supporting evidence, please send it to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hello Tiger999,

I have received a response from the casino via e-mail, and they have stated that they wish to maintain their position.

I have requested further evidence from them and I am waiting for a reply.

The casino also stated that there was some threatening behavior from you towards the casino support, can you clarify if this is the case?

Kind regards,

Adam

Dear Tiger999,

There has been no further response from the casino, I will contact them once more.

We would like to ask Winstler Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Tiger999,

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. 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 Curacao Interactive Licensing Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. Please let me know how they responded (adam.m@casino.guru).

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

Best regards,

Adam