Winstoria Casino - The player's withdrawal is delayed.

in the end of february, i made withdrawal of 400 eur (only 400!) They were asking for a ton of docs, everything was provided instantly, after they arrange a skype call, which i passed, my account became fully verified but it is not enough for payout, i never received my money back from them, even more they have blocked access to the account and do not reply to emails. Scam please avoid. That casino was recommended by streamer mrbigspin on youtube, ofc i stopped watching him. Hope that will be happy with my 400 eur, from my side after multiple requests without no answer and acc block i initiate a chargeback which is now in process. Hope that i will get at least my depo back

Hello oleg,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winstoria Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did the verification process begin? When was your account closed? Did you use any bonus to accumulate your balance on your casino account?

When was the last time the casino responded and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Verification started on 21 February, and finished on 23 February

Account was closed around the end of March, Ithey did not informed me, I just was not able to login.

I never used any bonuses there.

The last received email from them is automatically sent message on 23 March 2022

I sent them at least 30 emails during issue, but nothing was replied.

Thank you oleg for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, oleg,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winstoria Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winstoria Casino Team,

Could you please state the reason why the player's account has been blocked? Can you clarify the player's situation in more detail? What needs to be done on the player's side to be able to withdraw his funds?

Thank you in advance for providing the information.

Dear oleg,

We have examined your complaint in detail.

We notify you that the verification of your account was made strictly according to the rules of our casino.

On 2022-02-21, you have been asked for documents to verify your account.

After you have provided all the documents requested by the financial department, under the paragraph of the rules:

2.5.1 In some cases, the Risk WinStoria Casino Department has the right to request video verification from the player via Skype.

2022-02-23 you have successfully passed the verification via Skype.

Also, on February 23rd, you were notified that your account verification was completed, and your account was successfully verified.

2022-02-24 Your withdrawal request was processed successfully and money was successfully transferred to your bank account which you had specified in the withdrawal request.

After your withdrawal request has been processed, you are claiming that you did not receive your withdrawal amount.

In order to review in detail your complaint about not receiving a withdrawal of 400EUR, Finance Department contacted you several times to ask for your bank confirmation/statement that the amount of 400EUR had not been credited to your bank account.

You have repeatedly contacted chat and email- where you have been informed that you should provide a confirmation/statement from your bank that the funds in the amount of 400EUR have not been deposited into your bank account.

You have repeatedly ignored your request to provide the document requested from you by the Financial Department.

On March 30th the Risk Department conducted a detailed review of your complaint. 

During this review it was determined that:

1) The amount of your withdrawal request was successfully transferred to your bank account which you had provided when applying for withdrawal.

2) It was found out that you had asked for chargeback of all your deposits in the amount of 140EUR.

In this regard, you have been taught the rules of the casino:

13.3. In the case, if:

- you have "charged back" or denied any of the purchases or deposits that you made to your account;

13.4.1 Fraudulent practice includes:

- fraudulent activities related to charge-backs and rake-backs;

Your account has been closed without the right to reopen in accordance with this paragraph:

14.7. Risk WinStoria Casino Department reserves the right to suspend your account in the circumstances which were expressly set out in the Terms of Use. If the suspension of your account came into effect:

- you are suspected in any fraudulent, collusive, fixing, or other illegal activities regarding or by any other third party;

This decision is final and cannot be reversed.

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

I will not comment all misleading information provided by Winstoria.

Just I will ask to provide credit confirmation (you should send to your bank request for investigation for providing credit confirmation to benefeciary).

Casinoguru, please note that infomation about chargeback was in case description, and chargeback request was created only after account blocking.

Thank you both for all information and explanation.

Dear oleg,

To be honest, I am not sure what results you expect from this complaint.

The disputed amount was set to €400 (winnings included). Although you wrote about the hope of receiving at least your deposit, you also informed us about a chargeback (a serious breach of the casino's Terms and Conditions). After you requested the chargeback, the winnings became invalid.

If the chargeback is already in process, you can receive back only your deposits. You are not eligible for the obtained winnings anymore.

Why did you submit this complaint if your deposits are on their way back to your bank account anyway?

Branislav, I hope to receive my deposits back. The compalain is about Winstoria, who did not make payouts to its customers. I hope that other people will see this case and never play there, as it is fully scam casino.

Branisalv of course I was forced to start compalint after more a month of not receiving any wininng.

Could you please provide me with an update on the chargeback you requested from your bank/payment method provider? Will your deposits be returned to your bank account?

Is it confirmed? Are you able to cancel the chargeback request?

I am afraid we cannot help you once the chargeback is confirmed/done. Although you could submit a complaint, you were not forced to breach the casino's Terms and Conditions and request the chargeback.

Branislav chargback is not confirmed yet, as according to my bank data Winstoria denied chargeback

I am able to cancel a chargeback, if Winstoria fulfill their obligations and transfer winning to my bank account.

Dear Winstoria Casino Team,

As mentioned above, the withdrawal was allegedly processed at the end of February.

Can you please provide us with the details of the payment?

It is possible to share the data directly here, with your reply, or by sending them to my email (branislav.b@casino.guru).

Dear Branislav,

Proof of payment of 400 EUR has been sent to your e-mail address. As well as all the details about the client. 

Dear Branislav please ask Winstoria to provide proof of credit (confirmation from payment system, that money were credited tot the account)

Thank you, Winstoria Casino, for the email and the data.

Dear oleg,

I have been provided with a statement of the sent payment.

Can you please provide me with a complete transaction history from your AstroBank Ltd account used for this withdrawal for the period from February 20th, 2022, to the end of March 2022?

Ways of sharing data were stated above in one of my previous posts.

Dear Branislav, reply was provided by email.

Greetings all,

Thank you, oleg, for your emails and all provided documents and data.

I requested additional information from the casino, and currently, I am waiting for its email.

In the meantime, until I am provided with the necessary information, let me please ask you a question for clarification.

You sent me a bank statement from your sKash wallet/app. Is the used IBAN a new IBAN created by sKash as a unique one, or we are talking about AstroBank IBAN connected to sKash?

Thanks Branislav for fast reply, I have sent you a reply via email

Thank you for your emails, oleg.

And please, did you try to ask directly AstroBank to perform an in-depth investigation on their side?

Hi Branislav, yes, they did investigation, the money were returned to sender

We should ask Winstoria for swift CREDIT comfirmation from their payment system. This is the only confirmation which can show that money were not credited to my account.

Thank you for all emails and the provided data, oleg.

Dear Winstoria Casino Team,

I confirm I received your last email, and I would like to summarize it.

According to the all provided information and data, it looks like the player's bank account was not credited with the disputed funds. Moreover, the chargeback was denied by the merchant (substantiated by communication with Revolut CS). In the meantime, the player provided us with all the necessary and required data.

Although you sent me the confirmation of the sent payment and also another email, I received only the same confirmation with the casino's internal data that we are not able to verify. From the provided file, it is not clear whether the funds really left the casino's bank account and/or later have not been credited back. Also, the player's payment method details (IBAN/swift code) are missing there.

Are you please able to double-check the payment directly with the casino's payment provider and provide us with an official statement made by the provider, with the results of the investigation?

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’.

I hope Winstoria will provide the answer before the term end. 400 eur is not the price paybale for reputation concerns

Dear Branislav.

Additional information has been sent to your email address. Please review it.

Greetings all,

After reviewing all the necessary data and information, it looks like we are talking about an issue with the 3rd party payment processor.

I was provided with enough data showing us that the casino/its payment provider successfully sent the payment and it was not rejected or reversed, but also that the player's account has not been credited with the disputed amount. In addition, there was a request for chargeback, but this was denied.

Dear Winstoria Casino Team,

In your last email, there was information about an additional investigation on the payment provider side and its processor(s). Although I see there are some longer waiting times stated, I am able to keep this complaint open until we have final results from your payment provider. Also, I am able to provide you with all the necessary data to start this investigation.

Do you please agree with this option?

Dear Branislav.

We have reviewed in detail the complaint of a player and your opinion on the situation with the player.

On our part, all actions in relation to the player were carried out strictly to the established rules of our casino.

Namely:

1) The player's withdrawal request of 400EUR was successfully approved by the financial department of our casino and the funds were transferred to the player's bank account. 

Screenshots of the successful payment of the amount 400EUR were provided - confirmation of sending funds from our side and the confirmation of funds transfer to the player's bank account from the processing center.

It means that all the confirmation of the successful consideration of the withdrawal request was given to you.

2) We have successfully processed the withdrawal request for the amount of 400EUR, as well as the player, requested chargeback of the total amount of his deposits in the amount of 140EUR. 

Also, please note that the player has maliciously and deliberately violated the rules of our casino, paragraph 13.3. by requesting chargeback of deposits made, as he himself admitted, and then only made a complaint.

All this information proves that the player is a fraud and we can explain and prove to the player a complicated refund procedure and that refunds can be made from several weeks to 1 year or more.

In this case, if the player initiated a chargeback, he should go directly to his bank and deal with the refund. Since these funds in the amount of 140EUR were not received by our casino. 

In fact, our casino has notified us that the player has requested a chargeback and the specified funds of 140EUR will be considered for the return of the player's bank and not our casino.

The closure of the player's account was made strictly on the basis of the confirmed facts and the regulations of our casino.

To summarize, we can say that all obligations to the player were fulfilled. 

If the amount of withdrawal and the amount of the chargeback were not credited to the player's bank account - he should contact his bank directly.

If the player does not agree with our decision regarding his account - he can appeal to the licensing authority.

Winstoria you lie again, chargaback was initiated only after you have blocked the account without any respond from support team. You have denied chargeback and I have official bank confirmation of that. My money of 140 Eur and winning is on you side and your payment system.

Branislav I offer to put Winstoria the lowest mark, as their actions is just counter productive

Greetings all,

Thank you for all the information and data. However, we are talking about a rare and specific case and insufficient data to review the case and all circumstances.

Dear oleg,

If you have not done it yet - are you able to submit a complaint directly with the regulator, as was suggested by the casino?

Dear Branislav, I will need your help with this as I have not done it before. Will you be able to assist me on this matter?

Yes, of course. We are here to help you.

I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them via email (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, a detailed issue description, and all supporting attachments. Please note it is a rather passive licensing authority and you can wait a long time for an answer.

So, I will mark the complaint as "unresolved" in our system for now, and I will wait for your email regarding results and/or a reopening request.

I understand this is not a satisfactory solution to your issue, but, I sincerely hope the regulator will be able to help you, and the casino will ask its provider for the mentioned in-depth investigation on the payment provider's processor side.

I wish I could be of more help. However, feel free to let me know once you receive any news from the regulator regarding your issue, or contact me in case of any questions at branislav.b@casino.guru.

The casino can also request a reopening of the complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the casino, we reopened the complaint.

"Dear Casino Guru Team,

We would like to inform you that we are ready to reconsider our decision regarding the complaint of the player A*****3.

Our casino policy has been reconsidered and we are very sorry about this situation with the player A*****3.

Please note that the Risk Department has reviewed the player's complaint and has taken all aspects of it into consideration.

In case of revision of the complaint of the player, under the rules of our project, we are ready (to withdraw to the account details which were deposited to the gaming account within 10 working days) the amount of €400 specified in the complaint.

In the case of the payment of this amount, the player A*****3 has to confirm his agreement within 10 business days in this complaint and provide details of the payment system to which he wants to receive money.

Best regards.

Winstoria Casino Risk Department."

Dear oleg,

Since the reopening request was sent a few days ago, I sincerely believe the casino will count the stated 10 business days from now on.

Did the casino contact you regarding your issue? Is there any progress?

If the issue has not been resolved yet, could you please provide the casino here with the requested payment method details?

(Please note personal details will be marked as "sensitive" and will be hidden from the public)

Dear Branislav,

We have reviewed in detail the player's complaint.

Player A*****3 should confirm or deny that he has not received the withdrawal amount of 400EUR .

If the player has not received the withdrawal amount he should contact the licensing authority of our casino.

On our part, all double-checked proofs of successful processing of withdrawal of 400EUR to the player A*****3 were provided and the player should confirm the receipt of funds.

Best regards.

Winstoria Casino Risk Department.

Dear Branislav, this case is more than a year, money were not received. I do not understand the logic behind two last replies. In The first they admitted a mistake, on the second they act like ignoring what they said previously

Dear oleg,

To be honest, now I do not understand it either. Let's ask the casino about the details.

In the meantime, while we will wait for the details from the casino, could you please provide me with the information on whether you submitted a complaint to the regulator according to my instructions above? If yes, what was its final decision? Could you please provide me with the communication between you and the regulator and all the necessary details from the regulator to my email address (branislav.b@casino.guru)? If you have not done it yet- why?

Dear Winstoria Casino Team,

Does the same person reply to this complaint, as the person who sent us the reopening request? Either we do not understand it completely, or there is conflicting information between the one provided upon the reopening request and your last post.

In your last post, did you mean the original disputed funds and the transaction allegedly successfully made more than a year ago, or did we understand it incorrectly, and the casino issued a new payment using the payment method details stated by the player in one of his last posts?

Can you please look at the information provided by a casino representative upon the reopening request (my previous post), as well as your last post, and clarify the situation in more detail?

Dear Branislav,

When requesting the reopening of the complaint there wasn't performed an additional check on the withdrawal made to the player. For this reason, different information was initially specified in the request. We are sorry for the mistake made in the request.

We ask that you reconsider the request to review the complaint and close it based on the following information: 

We enclose information on the review of the complaint.

The player A*****3 originally reported that he did not receive the withdrawal amount of 400EUR at all.

On our part, we have conducted a recheck of all data on the payment, which was made to the bank account of the player.

The check was initiated both by us and the merchant.

On completion of the check, it was found that:

1) The withdrawal amount of 400EUR was successfully processed by the financial department and the player was notified by email.

2) Merchant has successfully processed and payment of 400 EUR and this amount was transferred to the player's bank account on 24.02.2022.

3) Merchant has data that the payment was successfully accepted by the player's bank AstroBank Limited.

4) Merchant also confirmed that he did not receive a refund from AstroBank Limited on this transaction.

Based on these data, we ask the player to perform the following actions:

1) If the player Aleek13 still has not received the specified amount from our casino, he should contact his bank and request a detailed check of the reason why the bank has not credited the specified amount to his bank account.

2) If the player does not agree with the evidence given by us, he should contact the licensing authority of our casino.

Best regards.

Winstoria Casino Risk Department.

Omg, winstoria you ate stupid. You have not provided to me credit confirmation from your bank every swift payment has it. This payment were returned by my bank and I provided the details from my bank. So stop cheating here.

Dear Branislav I request the lowest possible mark, cause casino cheating, cannot solve a problem with their payment provider that received money back in April 2022.

Also I request not to close the case as after 3 last comments I decided to go to regulator. It is not about money it is about attitute from winstoria

Dear Oleg,

The Casino Risk Department has reconsidered the decision regarding your complaint data.

As a loyalty, Risk Management is cooperating with you to resolve this complaint.

It has been decided to pay the amount of 400EUR, which you claim was not received in your bank account on 24.02.2022.

For the quick payment of this amount, we ask you to provide the address of your crypto wallet. 

The decision to pay the mentioned amount to the crypto wallet is made in order to avoid repeated situations with delays or no money receipt on the bank account of the successful payment.

Best regards.

Winstoria Casino Risk Department.

Dear Oleg,

Please provide exactly the data on your USDT wallet.

Best regards.

Winstoria Casino Risk Department.

Dear Oleg,

The payment in the amount of 400EUR has been successfully made to the wallet specified by you. Please confirm receiving the payment.

Best regards.

Winstoria Casino Risk Department.

Dear Branislav, I can confirm that withdrawal is received from winstoria

Dear Branislav,

Please review this complaint and consider the complaint as resolved.

All obligations to the player from our side were performed in full.

Best regards.

Winstoria Casino Risk Department.

Greetings, friends,

Thank you both for your replies and updates, and I apologize for the delay.

Dear Oleg,

As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

A special thanks go to Winstoria Casino for their cooperation and willingness to resolve this issue despite a long time.

Best regards,

Branislav, Casino.guru