The player from Quebec had noticed that Wintomato had made two unexplained adjustments to his balance, totaling $1,138 USDT. Despite having reached out to the live chat, he had not received an explanation for three days. The player had clarified that he only wagered on sports betting and had not used any bonus money. He also mentioned that he didn't have any chat transcripts as they weren't saved on the casino's website. After further communication with the support team, the casino had adjusted his balance back to the correct amount. With the issue having been resolved, we then closed the complaint in our system.
Wintomato Casino - Player’s balance was adjusted without explanation.
Amount: Can$1,138
Wintomato Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
On feb 1st, Wintomato made two manual ''adjustments'' to my balance, one of 500.27$ usdt and one of 638$ usdt. See screenshot attached for proof.
After talking to livechat, they confirmed me that these adjustments were NOT withdraws but actually made by the casino team itself. The person on livechat was unable to tell me the reason of the adjustments and said an admin would inform me via email in a few hours. It has been 3 days and I still haven't been contacted.
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10 months ago
Dear basedschalke,
Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've experienced with Wintomato regarding the manual adjustments made to your balance.
To assist you further and gain clarity on the situation, could you please provide additional details? Specifically, we would like to know:
- Did you receive any prior notifications or explanations from Wintomato regarding the manual adjustments made to your balance?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
Could you share any relevant communication or documentation regarding your interactions with Wintomato, such as chat transcripts or screenshots?
Your cooperation in providing these details will greatly assist us in investigating and working towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Hello, I have not received ANY explanations from Wintomato for the adjustments. I have not played with any bonus money at all. I have only wagered on sportsbetting, which I know is not the focus of your website, but all my sports bets have been settled correctly. I do not think the adjustments are related to my sports bets.
I do not have any chats transcripts because they do not save old conversations or send email transcripts on their website. I can start a new conversation on livechat if that would help.
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10 months ago
Hello, after discussing further with the support team, my balance was finally adjusted back to the correct amount!
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, basedschalke, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
