Wintomato Casino - Player faces repeated errors and unfair charges.

Hello,

I would like to raise a complaint against Wintomato casino.

I deposited some funds into my account in this casino and started to play game Temple Tumble by Relax gaming. From time to time (every time after around 150-250 spins) I got an error ‘Partner Cashier Error 522’, but I did not think much about it and I continued playing.

One time after I got this error I have noticed that my balance dropped by double the bet amount. For example, if my bet would be 3$ it would charge me 6$. I was thinking that it was a one time thing, but once I got this error again, my balance was charged double even though it was a single spin.

I have contacted live chat regarding this issue. It took some time to convince the chat that this is happening to me, because I did not have any solid proof of that error double charging me, but after some conversation they kindly refunded me the amount that I calculated I have lost due to this issue.

I continued playing in this casino and wagered thousands and thousands of dollars. I still constantly got this issue and once I contacted live chat regarding it, they always requested video proof of this error happening to me. As I do not record my sessions, I could not provide the video proof requested by the casino.

As I lost hundreds of dollars by now, I decided to make the video proof in order to get the refund of the funds that I have lost due to this error. Live chat also promised me that I would receive a ‘bounty bonus’ if I provide such video.

Yesterday I deposited more funds to make this video and the error occured once again. I have contacted live chat and sent the video proof, but they started to say that it was two bets (you can clearly see in the video that I have chosen 1000 auto bets and once I get double charged the bet amount drops to 999 and not 998). They also requested bet ID, which I could not provide as I can only retrieve last game’s bet ID. They have never said before that this information is needed and this can only be retrieved from their side. In the end all they did is refunded me 0,40 USDT which is a ridiculious amount compared to all of the funds that I have lost due to this error.

This is extremely disappointing, because I got told one things before, I was hopeful that I will get all of the funds once I provide the proof, so I just kept playing and incorrectly being charged and now they are ust doing nothing about it. I have also contacted their email sending this proof and asking to make this situation right, but I am just completely ignored.

This is just not fair and not right.

Dear Inrel19,

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 only experienced this issue with one specific game?
• Could you please clarify why you continued playing this game if you knew it deducted an incorrect amount of funds?
• How many bets like this did you make?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Yes, I have not experienced this issue with any other games that I have played in the casino.

I continued playing, because casino has refunded me the missing amount before. As they did that I thought that the issue is known and I should contact live chat in order to retrieve my missing funds. Also, this is my favorite game, I mostly play this one in all of the casinos that I use.

It is very hard to tell. Casino has refunded me 80 USDT before, but after that I wagered many thousands and played in bets of 5$, 3$ and so on. So my estimate would be that around 500-600$ are missing in my account due to this issue, as sometimes it would happen quite often also (after 50 spins a few times).

If you have any other questions, feel free to ask.

Hi, you can close the complaint. I have received a bounty bonus for this error from the casino. Although the amount is nothing compared to my losses, but I will accept it still.

Alright, I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.