Wintomato Casino - Player faces withdrawal issues due to account ownership claims.

Hello, I started playing on the site after depositing a small amount of Tether. Live casino dad I managed to increase it to $530. I withdrew the amount of 504 dollars. The support told me that it would only take a few minutes, but then four days passed with the message that I should wait, and finally they didn't give it to me with the excuse of the owner of the account. I do not have another account. But I live in a hostel where more than twenty other people may use this modem. On the other hand, I also use a free VPN.Sometimes I use my husband's phone because of the higher speed. I asked them for more documents to prove it, but I did not get an answer. I really worked hard for three days and nights to get this money. Please explain what is the benefit of having multiple accounts for me to use it? I don't have any other account and I'm sure there was a mistake

Dear betyebi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that playing in this casino using a VPN is prohibited by the General T&Cs:

3.4. You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location.

• Could you please clarify which country offered by your VPN you used when accessing and playing in this casino?

Furthermore, you mentioned that you sometimes use your husband's phone.

• Does he also have an account at this casino? If he does, is this phone the device he uses to play here?
• Did you accumulate your winnings with or without an active bonus?

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

Like you, I thought that using a VPN was prohibited, but the site's support suggested using its VPN and even insisted that I use a server in Brazil or Hong Kong. That's why I used VPN safely

My husband introduced me to this site, but I know for sure that he does not play on it. I use psiphon VPN . Its servers change frequently. I played all inventory with one currency, no special bonus and only daily free spins added to it.

It's really strange that no one answers me here!! I'm on the brink of homelessness and they confiscated the money I've been working hard for for three days. No one answers me, not even you, Casino Guru

Thank you for your reply, betyebi. Could you please clarify which country you are from? Do I understand correctly that you accessed your casino account via VPN using Brazil or Hong Kong as your country?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Their problem is not VPN, they say I have several accounts. Live support messages are deleted but I messaged again and took a screenshot.

Could you please advise if you passed the verification? Do you currently have access to your casino account?

I have full access to the site and I have not verified the authenticity yet. I'm just wasting my time like this. It's been ten days now, and you're only asking me questions. I wish you could ask the casino a question why they take the customers' money and they don't even answer them.

Please understand that in order to investigate your complaint we must ask questions to gather as much information as possible before contacting the casino. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Almost a month has passed and still no one has responded. The world has really become a strange place

Hello betyebi,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Wintomato Casino to join the conversation.

Dear Wintomato Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hello,

The following user was banned for having multiple accounts through VPN usage. However, after a thorough review, we determined that the actions were not permanent and only occurred a few times. As a result, the dispute has been resolved on our side, and all balance restrictions have been lifted.

Regards,

WTM Team

Thank you for your response, Wintomato Team. I'm glad the situation could be settled and the player account has been set back to "normal".

Dear betyebi,

As per the response from the Wintomato Team, all balance restrictions have been lifted and if I'm not mistaken, your casino account has been restored to its normal status. You should now be able to submit a withdrawal request, which should be processed accordingly. Please update me if you have already made this request or if you have just attempted it. I would appreciate it if you could let me know once the payment has been received.

Dear betyebi,

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 betyebi,  

While it appears that the matter has been resolved, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation. 

Please feel free to reach out to us, betyebi, should you encounter any issues with this or any other casino in the future, and we will try our best to help. 

Best regards,

Michal

Casino Guru