Winstler Casino - Player seeks refund due to unlicensed casino operation.

Amount: €1,800

Winstler Casino

Safety Index:Very low Submitted: 24 Apr 2024 | Resolved : 30 Apr 2024

Resolved Our verdict

Case closed

RESOLVED

Case summary

6 months ago

The player from the Netherlands had sought a refund from Winstler Casino. The player, who had claimed to have a gambling addiction, had reported that the casino had refused his refund request and had stopped communicating. The player had confirmed that his account had been closed following his refund request and that no account verification had been completed. Eventually, the player informed us that the casino had decided to refund his deposits within 14 working days. We marked the complaint as 'resolved' in our system after the player confirmed receiving the refund.

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Maput

Advanced Novice

Netherlands

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6 months ago

Hello Casinoguru,

I am having a problem with Winstler casino.

So i made a mistake to register to this casino. But it did keep popping up in my e-mails and in text messages by phone. I did keep getting messages and at one moment i registered an account. This is illegal, because they are not allowed to operate in the Netherlands. They do have some kind of curaçao license, but they never should have let me made an account and let me make payments to them.

So after it did sink in, i did start a chat with support that i wanna close my account and i was directly asking them for a deposit refund due to gambling addiction, and the fact they did take my money and they had no license or any right to take that. She told me that the request was made and being sended to another part member of that casino.

Next day i get an email that they can not refund the money, but hope that i will overcome the difficulties.... Really?? Well by not paying me back my deposits that they accepted illegal, i will not overcome that.

They should pay me my money back and i demanded this to them. If this is not happening i will report them to local authority. Then they are not going to pay only for my deposits, but some more. But they are not responding after my last mail, so maybe can you help me with this.

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Tomas

Complaint Specialist

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6 months ago

Dear Maput,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winstler Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

Is your casino account currently disabled?
Have you completed account verification in the casino?
Could you please share your communication with the casino, including any mentions of gambling problems or self-exclusion requests? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Maput

Advanced Novice

Netherlands

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6 months ago

Hi Tomas.

Is your casino account currently disabled?

Yes they closed it when i asked for a depoait refund.

Have you completed account verification in the casino?

No there was no account verification.

Could you please share your communication with the casino, including any mentions of gambling problems or self-exclusion requests?

I will send you screenshots of the contact. My first contact was in chat support on casino website, but i dont have screenshots of that. I have screens of their complaince manager sending me a mail in response to the refund request.

Edited

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Maput

Advanced Novice

Netherlands

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6 months ago

I wanna close this case. The board decided to refund me my deposits within 14 working days

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Tomas

Complaint Specialist

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6 months ago

Thanks for our responses and the update.

Do you wish to wait for the funds to be refunded before we close the complaint? Alternatively, I can close the complaint following the casino's decision. Please let me know about your decision.

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