Winstoria Casino - Player's account has been blocked.

I open my account 3 days ago. I win a big amount and I try to do a withdrawal. I do all the verification. Except bank account. I sent all the information to KYC but no one reply 2 days now. This morning I was playing and suddenly my account closed. The message was :forbidden by administrator. or : the user is disabled. No one reply to my emails. 3 days now.

Dear ioannabl1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not received any confirmation regarding successful verification? Have you accumulated your winnings with or without an active bonus?

Also, do I understand correctly that the casino has not provided any explanation regarding the blocked account? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

μετά από υπερανθρωπες προσπάθειες επικοινωνίας μου έστειλαν εάν email λεγοντας μου ότι έχω παραβιασει τη πολιτική τους και ότι έχω διπλό λογαριασμό. αυτό δεν έχει συμβεί ποτέ. επειδή όλη μέρα διαβάζω για τη πολιτική τους ,δεν είχα ποτέ ξανά λογαριασμό ούτε σε αυτό το καζίνο ούτε σε κάποιο του ίδιου ομίλου. έχω στείλει άπειρα emails και δεν έχω καμία απάντηση. επίσης έχω λάβει επιβεβαίωση επαλήθευσης λογαριασμού. στην αρχή . πριν προσπαθήσω να κάνω την πρώτη ανάληψη. τους έχω ζητήσει να μου στείλουν αποδεικτικά στοιχεία σχετικά με τον δεύτερο λογαριασμό που ανέφεραν αλλά δεν έχω καμία απάντηση. στο email είπαν ότι θα μου επιστραφεί το ποσό κατάθεσης. δε θέλω αυτό το ποσό. θέλω το ποσό που κέρδισα. επίσης νομίζω είχα μπόνους . αλλά το ποσό που κατέθεσα ήταν 50 ευρώ. έχω κερδίσει πάνω από 10000.

Thank you for your reply, ioannabl1. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you receive any confirmation regarding successful verification in the past? Could you please forward it to me?

καλησπέρα Kristina. Δεν έχει χρησιμοποιήσει ποτέ κανένας το email μου ή το συγκεκριμένο καζινο. δυστυχώς η ταυτοποίηση του προφίλ έγινε εντός του site. ανέβασα τα έγγραφα στη πλατφόρμα και έγινε η επικύρωση. δεν μου έχει έρθει κανένα email.

Thank you very much, ioannabl1, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ioannabl1,

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

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

Dear Winstoria Casino,

The player stands accused of having registered multiple accounts. Could I ask you to please provide supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Dear Adam,

Detailed information and evidence of the violation of our casino rules by the player IWANNNAK have been sent to the email address you specified: adam.m@casino.guru

If you have any further questions, we will always be happy to help you.

Thank you Winstoria Casino for the evidence provided.

Dear ioannabl1,

The casino has provided us with evidence that you have made a deposit using the exact same payment card as another account registered with the same casino. Are you able to explain how this could be the case?

Kind regards,

Adam

θα ήθελα να έχω και εγώ αυτά τα αποδεικτικά παρακαλώ.ειμαι απολύτως σίγουρη ότι κάτι τέτοιο είναι αδύνατον. Ειναι ο πρωτος λογαριασμος που εκανα σε αυτο το καζινο,χρησιμοποιησα εγω τη καρτα μου. εάν το καζινο winstoria έχει παραποιησει τέτοια στοιχεία,είναι ποινικό αδίκημα και θα κινηθώ νομικά.

όπως επίσης θα ήθελα να μου πείτε και μια ημερομηνία από μια κατάθεση που έχει γίνει στον υποτιθέμενο δεύτερο λογαριασμό. να σας δείξω ότι δεν έχει γίνει τέτοια κίνηση από το λογαριασμό μου

Hello ioannabl1,

I am unable to share the evidence with you due to reasons of confidentiality, however I can tell you that a deposit was made to the second account on 09/03/2022.

Are you perhaps able to provide us with a statement from that time?

Kind regards,

Adam

σας έχω στείλει προσωπικό email.αναμενω την απάντηση σας. θα ήθελα να δω το ονοματεπώνυμο μου και τον αριθμό της κάρτας μου στο ψεύτικο λογαριασμό.

Hello ioannabl1,

Thank you, I have replied to your e-mail.

Kind regards,

Adam

σας εδώ απαντήσει στο email.

Hello ioannabl1,

I have replied to your e-mail, but I will post the same here for your convenience.

While I thank you for the proofs you have provided so far, I am afraid we will need to see the entire statements for the periods when these deposits have been made, and ideally, we should be able to see any deposits made to the casino and from which card number.

The reason for this is so we can compare your records for the card in question with those of the casino, and determine if there is any discrepancy.

Kind regards,

Adam

Καλημέρα! σου έχω στείλει όλα το e- statement!

Hello ioannabl1,

I have received the statement you have sent, and it seems that there is only one transaction that was made on the date in question (9th of March). Could you please clarify what that transaction is?

Kind regards,

Adam

Η συναλλαγή ήταν στην poker stars.

καλημέρα Adam. σου έστειλα το αρχειο

επίσης θα ήθελα να διευκρίνηση ότι το winstoria casino δεν απαντά σε κανένα email

Hello ioannabl1,

I have received the file, thank you.

We will give the casino some time to respond to my previous post.

Kind regards,

Adam

Dear Ioannabl1,

We would like to inform you that all communication and information regarding your account will be made only in the discussion of the complaint. Because the complaint is considered only by the Risk Department of the casino.

Please inform who you are DIMITRIOS G****** for you.

If you have any further questions, we will always be happy to help you.

καλησπέρα σας. σας ευχαριστώ για αρχή που απαντήσατε.οποιαδηποτε πληροφορία θέλετε μπορώ να σας την δώσω, αλλά επειδή ζητήθηκαν προσωπικα έγγραφα δεν ήθελα να τα δημοσιεύσω. οτιδήποτε θέλετε μπορώ να σας το προωθήσω μέσω email σε όποια διεύθυνση μου δώσετε.

Δεν γνωρίζω κανέναν Δημήτριο Γ******.

Hello all, thank you for your responses.

Dear Winstoria Casino,

Can I please refer you to my previous question regarding how a transaction to Winstoria would appear on the player's statement, as there doesn't seem to be anything on the date in question?

Kind regards,

Adam

Dear Adam,

Below we present evidence of violation of our casino rules by player IWANNNAK.

Both players IWANNNAK and GAVALASZ from one country - Greece, from one city Athens, deposits were made from one number of bank card, it is confirmed by two reports - coincidence between numbers of cards - 100% coincidence. 

This account of the player IWANNNAK considered as duplicate, according to the rules of our casino.

Also, as previously stated player IWANNNAK deposit was returned because the account is a duplicate.

Naturally, now the client will deny information that he knows the user DIMITRIOS GAVALAS, as wants to get his winnings, but the deposit of the bank card was on two accounts and it is an undeniable fact. 

We advise the customer do not try to bypass the system of checking and play honestly, maybe the player IWANNNAK himself do not remember that he gave his card to make a deposit to anyone, but the fact of violation of the rules of the project was and it is confirmed. 

The fact that the client IWANNNAK says that he did not make a deposit 2022-03-09 - money from a bank card can not be written off a day in a day and it is normal practice of different banks. 

We would consider if the card would be reissued, received very recently, but it is not so. There was a successful deposit on another account (GAVALASZ) with this card on 2022-03-09.

Our decision remains unchanged, this account is a duplicate, and is blocked without the possibility of withdrawal. 

Player IWANNNAK can contact the regulatory authority, but we have all the evidence that there was a fact of violation of our casino rules and there is a fact of deposit from one payment method (one bank card) on two accounts.

We are sorry if the representatives of Casino Guru do not see the facts that clearly show that the deposits were made with the same bank card on the first GAVALASZ account.

We ask the representatives of Casino Guru to mark the provided screenshots as private.

If you have any further questions, we will always be happy to help you.

επίσης θα ήθελα να μου παραθέσετε και ένα αποδεικτικό σας που αναγράφεται ολόκληρος ο αριθμός τραπέζης στον οποίο υποστηρίζεται ότι είναι διπλότυπος .(χωρίς τους αστερίσκους)

Dear ioannabl1,

If your account was not a duplicate account and did not violate the rules of the project, we would be happy to pay you the winnings. 

The aggregator never provides the full card number, but in these cases, if the card number is 100% the same, they will send a notification about it, as it is classified information for security purposes. 

In this case, deposits were made to two accounts with this card. 

We perfectly understand your frustration, but we always act strictly according to the regulations of the project, without any guaranteed proof we would not close your account as a duplicate, and would not regulate everything by the rules.

If you don't agree with our decision, that's your right, but we're always for fair play. You can try to challenge our decision and write everything as it is to the regulator, but for our part we will also provide a full package of evidence from our side which clearly shows that the bank card is the same, as well as the accompanying pattern to the accounts. 

σας δίνω όλες τις εγγυήσεις ότι δεν υπάρχει καμία συναλλαγή προς το καζινο σας από τον δικό μου λογαριασμό. δεν μπορώ να καταλάβω τι έχει συμβεί. στο λογαριασμό αυτό υπάρχω μόνο εγώ,τον χρησιμοποιώ μόνο εγώ. πιθανόν έχει γίνει λάθος από το συστημα σας. το σύστημα της τράπεζας όπως καταλαβαίνετε αποκλείεται να είναι ανακριβές. Αντιλαμβανομαι πως απο τη μερια σας δεν θα δρουσατε αυθαίρετα, αλλα παντα υπαρχει και το περιθώριο λαθους. Στη προκειμενη περιπτωση συμβαινει αυτο. Το λαθος απο τη δικη σας εταιρια. θα ήθελα σας παρακαλώ να μου πείτε ποια είναι η ρυθμιστική αρχή στην οποία υπαγεστε για να απευθυνθώ και εκεί.

Dear ioannabl1,

You can give guarantees, but they will not give the result, as there is a fact of deposit from one card on two accounts. And it is confirmed by the facts and we provided them.

We checked several times, and also the aggregator provided information that it was the same bank card.

Our fault is not here, unfortunately.

Our position regarding your account remains unchanged. 

Μα σας παραθέτω γεγονότα ότι δεν υπάρχουν στο λογαριασμό μου τα στοιχεία που μου δίνεται! επιπλέον θα ήθελα να μου δώσετε και τα στοιχεία του δεύτερου λογαριασμού. του Δημητρίου ******. επίσης δεν μπορώ να καταλάβω πως εφόσον για να γίνει η κατάθεση στο λογαριασμό,πρέπει να αναγράφετε το όνομα του ιδιοκτήτη της κάρτα. στα στοιχεία που καταθέσατε,αναγράφεται το όνομα Δημήτρης *******. θεωρείται πως υπάρχει περίπτωση να υπάρχει κάρτα ενός δικαιούχου και να αναγράφει κάποιο άλλο όνομα? εξηγήστε μου πως γίνεται αυτό!

επίσης θα ήθελα να μου πείτε σε ποια αρμόδια αρχή υπαγεστε.

σας παρακαλώ πείτε μου με ποιο τρόπο μπορούμε να συνεργαστούμε για να σας αποδείξω ότι πρόκειται περί λάθους. θα σας παρέχω οποιοδήποτε έγγραφο μου ζητηθεί.

Dear Winstoria Casino,

We have been provided evidence from you that suggests that the same bank card has been used to deposit into two different accounts.

We have also been provided evidence from the player in the form of the bank statement showing all transactions on the same dates, and there does not appear to be any correlation.

So far you have neglected to answer my question: How would a transaction made to Winstoria Casino appear on the statement?

We need to know this so we can compare the evidence provided by the two parties and try to determine why there might be a discrepancy.

If you would prefer, you can always send me the information via email. Please understand that because there appears to be no correlation between the evidence provided so far, we need to investigate this further. If there is anything further you can provide regarding these accounts it would be much appreciated.

Kind regards,

Adam

Dear ioannabl1,

For the detailed check of information from our and our processing center's side of deposits made with bank card(430589******9001), we ask you to send us your bank statement of deposits made by you with the bank card 430589******9001 for the indicated period: from 2022-03-09 to 2023-01-20.

The bank statement must be exactly in paper form and confirmed by the stamp of your bank.

Please send this bank statement to support@winstoria.com with the subject: Risk Department - Deposits check.

Please, if you have any questions or difficulties, please contact e-mail support@winstoria.com.

Dear ioannabl1,

Are you able to supply the requested document to the casino? Please let us know when you have done so.

Kind regards,

Adam

καλησπέρα Adam και καζινο winstoria.

Η ερώτηση μου είναι αν σας κάνει το αντίγραφο κίνησης σε μορφή pdf απευθείας από τη τράπεζα

επίσης θέλετε τα αντίγραφα κίνησης σχεδόν ενός χρόνου?

έστειλα το αντίγραφο κίνησης περιόδου 24 φεβρουαριου έως 24 Μαΐου του 2022 και περιμένω να εκδοθεί και το αντίγραφο κίνησης του έτους 2023. θα εκδοθεί 24 φεβρουαριου του 2023

Dear ioannabl1,

You can provide the bank statement of the deposits made by you with the bank card 430589******9001 in the format of PDF. 

The bank statement must be confirmed by your bank seal.

Please be advised that if this document has been falsified, your complaint will be processed only by contacting the licensing authority of our casino.

Please, if you have any questions or difficulties, please contact e-mail support@winstoria.com.

σας έχω στείλει το αντίγραφο από τις 24 φεβρουαριου έως 24 μαιου του 2022. Η τράπεζα εκδίδει τα e statement κάθε 3 μήνες. στις 24 Φεβρουαρίου εκδίδεται και το e statement του 3μηνου 24 Νοεμβρίου-24 Φεβρουαρίου του 2023. θα σας το αποστείλω αμέσως

Dear representatives of the casino guru and ioannabl1,

There is no need for the client to further confirm the statements and the bank, as we have received additional confirmation from the payment processing center that the payment was made from this card or the personal account of the client of the bank card.

We got the hash cards and they are the same in both cases, and the error probability of such a match is 0. 

This confirms that deposits were previously made from this payment method on the first account, and this account is a duplicate.

Perhaps the client has previously created a virtual card on his bank account, and made a payment from it, and such transactions are not recorded in the bank statement on a particular card, but are tied to a bank account. 

We do not claim that the client himself made the payment on the first account, that he most likely provided the data to make the deposit. But the very fact that the hash of the bank card is a 100% guarantee that the card is the same. 

There is too much pattern for us for 2 accounts:

Both players IWANNNAK and GAVALASZ from one country - Greece, from one city Athens, deposits were made from one number of bank card, it is confirmed by two reports - coincidence between numbers of cards - 100% coincidence. And in addition to 100% match on the hash of the bank card.

Our position remains unchanged, and the win is not legitimate.

The client can go to the regulator if he wants, but it will be useless, because there is a clear violation of the regulations of the project, which can not be hidden. 

The deposit is refund to the client, from our side all obligations to the client are fulfilled in full. 

αγαπητό winstoria casino,

Για άλλη μια φορά να σας επισημάνω ότι ο ισχυρισμός σας είναι λάθος. τα στοιχεία που σας έστειλα είναι πραγματικά και δεν έχω κάνει καμία παρατυπια. Η τράπεζα μου δεν εκδίδει εικονικές κάρτες και μπορείτε εάν θέλετε να το ψάξετε περαιτέρω. χρησιμοποιήτε ψευδείς κατηγορίες μόνο και μόνο γιατί δεν θέλετε να με αποζημιώσετε .

δεν υπάρχει καμιά περίπτωση να έχει γίνει κάποια κίνηση και να μην έχει καταγραφεί στο τραπεζικό σύστημα. αντιλαμβάνεστε ότι μιλάμε για τράπεζα και όχι για σουπερ μάρκετ .

έχω να σας κάνω κάποιες ερωτήσεις.

1. πως γίνεται να έχει γίνει κατάθεση από τη δική μου τράπεζα σε 2 διαφορετικούς λογαριασμούς και το καζινο σας να δέχτηκε τη δεύτερη κατάθεση?

2. το αποδεικτικό που στείλατε σε φωτογραφία θα μπορούσε να είναι ένα απλό EXEL που θα μπορούσε να το δημιουργήσει ο οποιοσδήποτε .

3. θα ήθελα να μου πείτε σε ποια ρυθμιστική αρχή υπαγεστε ώστε να απευθυνθώ εκεί.

Η αντιμετώπιση σας είναι το λιγότερο απαράδεκτη. χρησιμοποιείτε φθηνές δικαιολογίες για να μην αποζημιώσετε . δυστυχώς για εσάς δεν πρόκειται να αφήσω το συμβάν να λήξει έτσι.

επίσης να σας πω πως και στην περίπτωση που ημυπηρχε εικονική κάρτα,δεν θα είχε τον ίδιο αριθμό . αυτό το γνωρίζεται πιστεύω. οπότε είναι φύσης αδύνατον να έχει γίνει κατάθεση από την ίδιο τραπεζικό λογαριασμό και να μην έχει περάσει στο σύστημα της τράπεζας. γνωρίζεται πολύ καλά ότι αυτά που λέτε είναι αναληθή.

θέλω να βρω το δίκιο μου και τίποτα παραπάνω.Εχω παίξει στο καζίνο σας με κάθε νόμιμο τρόπο. δεν θέλω να βλαψω την επιχείρηση σας σε καμία περίπτωση.

Dear Winstoria Casino,

You stated that you have received additional confirmation, is this something you are able to share with us?

Kind regards,

Adam

Dear Adam,

Additional confirmation and evidence of the violation of our casino rules by the player IWANNNAK have been sent to the email address you specified: adam.m@casino.guru

If you have any further questions, we will always be happy to help you.

θα ήθελα να έχω και εγώ αυτή τη βεβαίωση παρακαλω

θα ήθελα να μάθω τι αφορά τα πρόσθετα αποδεικτικά

Hello all, please accept my apologies for my delay in replying.

The additional evidence has been received and reviewed.

Dear ioannabl1,

The evidence provided by the casino does indeed suggest that the same card has been used to make payments to both accounts. Unfortunately, I am unable to share this with you for reasons of confidentiality.

However, this does not correlate with the evidence provided by you, and the casino still has not responded to my question regarding how a transaction with them would show on your statement.

Therefore, I would like to recommend that you contact the licensing authority of the casino (Antillephone N.V.) and submit a complaint to them. You can do so here: complaints@gaminglicences.com

Please let me know when you have done so, and I will close this complaint temporarily with the status "waiting for the regulator's decision".

Once they have reached a decision, we will reopen this complaint and proceed accordingly.

Kind regards,

Adam

Dear Adam,

Unfortunately, since the player's deposit was made almost a year ago, at this time we can't state with 100% probability that the player's deposit in the statement will be marked as "Virtual Pay International".

Since the name data is transmitted to us by the merchant itself, and it is through its payment gateway pass all deposits in bank cards, and all data they can change on their part.

We can't deny that the deposit in the player's statement will be marked as "Virtual Pay International", as it could be named at the time of the deposit.

But the data obtained from the merchant 100% match the hash of the bank cards from which the deposits were made on both accounts is an undeniable fact and causes a violation of our casino rules.

If you have any further questions, we will always be happy to help you.

Hello all,

Thank you for your responses and the information supplied.

Dear ioannabl1,

Unfortunately, it is not clear what has happened regarding the two deposits as there is conflicting information from both parties.

As you have stated that you have now contacted the Licensing Authority and submitted a complaint to them, we will close this case temporarily while we await a decision from them.

Once this is known, we will reopen the case and proceed accordingly as mentioned. Please keep me updated on any further developments (adam.m@casino.guru).

Kind regards,

Adam

Dear ioannabl1,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at adam.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Adam

Dear ioannabl1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear ioannabl1,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further. Consequently, we have no choice but to reject this complaint. It can be reopened at any time.

Kind regards,

Adam