The player from Austria had won approximately 300,000€ at Winstoria Casino but was unable to withdraw the funds due to his gambling addiction and prior self-exclusions. He planned to sue the casino for his winnings, claiming they had violated terms and conditions by allowing him to play. The Complaints Team reviewed his case but found no record of a self-exclusion request submitted directly to the casino. As the case had occurred over a year ago, it was closed due to the inability to assist further.
Winstoria Casino - Player's winnings are being confiscated.
Amount: €300,000
Winstoria Casino
Safety Index:Very highSafety Index
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9.2
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Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
300,000 mega win
I won about 300,000€ at Winstoria Casino.
I have been addicted to gambling for years. Due to my numerous bans and self-exclusions, I should not have been allowed to play in Winstoria's partner casinos either.
I was fully verified and couldn't withdraw any money.
Unfortunately, I lost the money even though the casino knew about my gambling addiction problem.
That's why I'm going to sue for my winnings because the casino violated the terms and conditions and I had to undergo psychiatric treatment afterwards.
Screenshots in the attachment
Automatic translation:
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2 months ago
Dear Markus10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winstoria Casino.
Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Winstoria Casino directly?
Looking forward to hearing from you.
Best regards,
Nick
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2 months ago
Translation
Hello,
I wrote to the casinos beforehand that I also wanted to be blocked from the partner casinos.
I couldn't make a withdrawal even though I was fully verified.
I have collected all the emails.
Automatic translation:
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1 month ago
Dear Markus10,
Please forward the e-mail where you have requested a self-exclusion directly from Winstoria to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
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1 month ago
Translation
I forward all files, screenshots and strange requests.
lg Markus
Automatic translation:
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1 month ago
Dear Markus10,
Thank you for reaching out to us.
Unfortunately, we could not find any record of a self-exclusion request or mention of gambling-related concerns submitted directly to the casino. Additionally, as we do not handle cases that occurred over a year ago, we regret to inform you that we must close this complaint.
We kindly encourage you to report any future issues to us within a reasonable time frame so that we can assist you effectively.
Please let us know if you have any further questions.
Best regards,
Nick
