Wintomato Casino - Player's funds are being confiscated.

Hello,

I registered to the website and 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 when 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 have contacted live chat regarding this issue. It took some time to convince the live agant that this is happening to me, because I did not have any 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 (80$, 16th of September 2024).

I continued playing in this casino and wagered tens of thousands of dollars. I still constantly got this issue, but I was thinking that as the casino knows the issue and has refunded me my funds one time, then they will refund it again. I once again contacted live chat regarding it, but the live chat requested a video proof of this error happening to me and they always did after this first refund.I did not have recording that time.

On 5th of October I decided to try and record the error, as I lost hundreds of dollars by now. Live chat also promised me that I would receive a ‘bounty bonus’ if I provide such video.

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). 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.

On October 8th 2024 I contacted live chat again, we had a long conversation, I have provided the video once again in better quality and they have finally awarded my with 100$ bonus. It was a very small amount for all losses due to error, but as it already took lots of time and effort I decided to settle with this. Situation seemed hopeful, as live agent promised that they will contact the game provider and solve this issue ASAP. I asked the casino to inform me whenever they hear anything from the provider.

Error still occured, I still got double charged hundreds of times and as the days went by, the error was still present. It was very strange, so I decided to reach out to the casino and ask regarding this situation once again.

On October 18th 2024 I wrote to the live chat that I still experience the issue and asked if it has been fixed. The live chat agent said that the provider replied that it is a known global issue. I was given only around 200 DOGE coins. I told the chat that this amount is extremly small in light of my losses and they replied that they have already given me around 400$ worth of refunds. This was not true, they had given me the first mentioned refund of 80$, bounty bonus of 100$ and just mentioned 20$. I have also provided the live agent with the snip of the funds given to me. After that the live agent simply ignored the conversation and then logged off it.

I contacted live chat once again, now live agent told me that actually there is no issue, they have checked themselves and the game is running smoothly. I decided to make another video proof for the casino.

On October 20th I recorded another video with the exact issue I have been telling about for months and the one that was ‘fixed and good’ according to the casino. Now the live agent also asked to provide the bet ID, as I could only see around 25 of my last bets I was not able to do so and asked their team to check my betting history themselves and find the bet in question. Live agent insisted that I give any last bet ID, so I did give the last bet ID I made (clealy claiming that this is NOT the bet in the video). I was told that there will be a ticket raised and today I have received the answer.

The answer was in between the lines of ‘there was never an issue, you were never double charged, your balance was always correct’. Well, weirdly enough you can clearly see that my balance is double charged in the videos and I find it odd on how the situation changes in this casino ‘Start: We believe you, here is a refund of 80$ -> There is an issue, we will investigate -> There is a global issue according to provider -> Issue is fixed, you cannot be double charged -> There was never an issue’.

There are many discreptancies with the comunication from the casino, from wrong amounts, to different claims every time. Casino also failed to inform me that there is a global issue going on, maybe the issue was not only about double charging, maybe it was also related to RTP etc.

I feel like casino is treating me very unfairly as a player. Casino clearly took advantage of this error and fraudulently took part of my funds and never informed me the response from the game provider.

Dear Inrel19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wintomato Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• are the specific game rounds of the game identifiable?
• Were you able to check records of your gaming history and find any inconsistencies?
• Could you please share your communication with the casino and any supporting evidence regarding the case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas