Wintomato Casino - Player has been accused of opening multiple accounts.

making a deposit in the crypt 501 usdt with the first bonus. played a lot, the balance reached 5000, then drained to 500, again 3000. at the end, putting the input amount 4280. The casino asks for a selfie for verification. I hang and then block, the funds were taken away.

The reason I was told that I allegedly registered other accounts. I never registered anything with them and generally found out about the site on March 9 of this year! On the bitcointalk org forum, it was strongly advised to write a complaint here. Please help me get back this big money. the casino came up with a reason that does not exist

Dear dmytro9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address or payment method? Have you been asked to undergo the KYC account verification?

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

Best regards,

Petronela

I will answer your questions one by one. No one from my family registered there. I don’t know about the neighbors, but it’s very unlikely that they could register there, we will also have different IPs with them, they can’t connect to the Internet that my phone distributes. I already wrote about IP, IP is given to me by a telephone provider. Of course, someone from my country may have played in this casino, but definitely not from my device, not from my apartment, and did not replenish the balance with my wallet. I transfer crypto from my wallet, no one has access to it. There can be no intersections on the device, mail or my wallet, that's for sure. About KYC. The casinos canceled my first entry and asked for a selfie with a text that they accepted. I uploaded this selfie to you in the document, you can make sure.

Today on the bitcointalk org forum I received a response from a user:

I know for a fact that when you use mobile data. It changes the IP address randomly every time you turn off and turns on the mobile data. Eventually, it matches someone else's IP address. I had the same issue with Bitsler a couple of years ago even though there was no deposit bonus back then. Then I had to record a video proof that my IP address changed every time I turn off it and turn on back. Not sure if the same thing happens in other counties as well. Can anyone confirm if it happens to you as well when you use mobile data?

I tested this theory. and I want to state that the address changes very often. I can provide a screen where you can see that the IP is changing.

Again, let's suppose that somewhere I once had IP intersections, is it fair for the casino to give me a bonus, and when I win, take the entire balance, referring to the IP intersection

Thank you very much, dmytro9, for providing all the necessary information. I absolutely agree that a simple IP match shouldn't be enough to determine that casino accounts were created by the same user.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Looking forward to your consideration!

P.S. We did not take the entire balance but only the bonus amount and bonus related profit; With this payer there are solid evidence of multi account creation, IP and Finger Print cross match; So we have full legit and moral right to cancel the bonus; As our bonus is very generous the users should not use it unethically by creating new account for every new deposits;

Greetings all,

Hello, dmytro9,

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

Dear Wintomato Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

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

In the meantime, I replied to your email regarding this complaint. Further data and details will be definitely needed. Please, look at my last email and provide me with the necessary details.

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Greetings all,

Based on the delay in replies to another complaint, I am extending the timer one more time.

Dear Wintomato Casino Team,

Could you please look at my last email (conversation) sent a while ago regarding this complaint and reply?

The email subject includes the player's nick - "dmytro9". Please note we would need the requested evidence.

If no relevant details are provided until the current timer expires, I am afraid we will be forced to close the complaint as unresolved, as was already mentioned.

Looking forward to hearing from you.

Dear dmytro9,

Unfortunately, since we have not received any relevant evidence from the casino regarding its decision and the casino's representatives stopped responding to my emails despite providing them with more time to reply, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your issue resolved - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.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, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know about it at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information received from the casino, the complaint was reopened.

• The casino conducted additional expertise and agreed that the evidence was not sufficient to deduct the amount
• The casino made an additional investigation of the player's account, and the admin decided to restore the bonus win amount of 3805 USDT
• The withdrawal can be made after additional KYC procedures, the player has already been instructed

Dear dmytro9,

Can you please provide us with an update on your issue? Is there any progress?

Have your winnings been credited back to your gaming account balance? Have you already been contacted by the casino and instructed to complete the KYC?

Looking forward to hearing from you.

Thank you, I'm extremely happy that this happened. at the moment I am chatting with support to finally resolve the situation! When the money is brought in, I will write about it separately!

Tips received

2417:05:00

poliperhonet

3805.17

Comment:

Bonus Amount Restored After deep investigation of your account by our risk managment team, before withdrawal contact support, provide HD Passport and Selfie images and your withdrawal will be approved soon;

Before:

3.33

After:

3831.33

I sent the requested document and am waiting for a solution to the situation

I want to inform everyone that my situation has been resolved, the cryptocurrency input has taken place, it is already in my wallet.

Thanks to Casino Guru, thanks to the casino for reconsidering their decision.

My opinion is, I will rearrange the rating from 1 to 3. All the same, I waited for almost 2 months!

All the best!

What great news!

Thank you, dmytro9, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we 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.

Thank you, Wintomato Casino Team, for your cooperation, approach, and willingness to reconsider your decision.

Best regards,

Branislav, Casino.guru