Wintopia Casino - Player's account is closed due to alleged gambling addiction.

Have played at Wintopia a few times, never won. Now when I won they blocked my account with the reason that I am addicted to gambling. They have not paid out the money I had in the account. Strange that you can deposit. But not withdraw with that reason?

Dear HenSto,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you informed this casino regarding any struggle controlling your gambling in your communication with the casino?
• Have you accumulated your winnings with the help of a bonus?
• Have you passed account verification in the casino?
• Could you please share with me your communication with the casino justifying its actions against you? 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

Hello!

Just received an email from the casino saying they will refund the money I deposited. I'll wait for this and update if the money arrives in the account.

Thank you

Hi! They have now refunded what I won and closed the account, I would like to thank you for your help and your time.

You can close the case.

Dear HenSto,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru