The player from Italy had his casino account locked with his money still inside, 20 minutes after he had deposited 1,500€ and started playing. The casino's chat didn't provide any information and they didn't respond to emails. The player had claimed he passed the KYC check before depositing the money and was playing Evolution live roulette. He had accused the casino of blocking his account and withholding his balance. The casino had responded that the player's outstanding balance would be returned. However, the player insisted that he had deposited 1,500€ but the casino only agreed to refund 690.5€. The casino maintained that it had returned the entire deposited amount, but the player disputed this. We discovered that one of the player's deposits had been charged back, which the player later confirmed. The player's account remained closed due to self-exclusion, and no further funds were owed. The complaint was rejected due to these findings.
Wintopia Casino - Player's account is locked with his funds inside.
Amount: €1,500
Wintopia Casino
Safety Index:Above averageOther
REJECTED
Case summary
I registered at this casino. I went through the verification process, deposited a total of 1500€ and started playing. After 20 minutes, they locked my gaming account with my money still inside.
The chat doesn't provide any information and they don't respond to emails.
Dear carsix79,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you received any confirmation about successful account verification?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
Yes I wrote that the account was verified before I deposited money.
I was playing Evolution live roulette.
No active bonus.
They blocked my account and kept the money I had on balance.
No response via chat or email
I sent another email but no response!
I'm blocked by Altacore because I'm a problem player and they keep making me open new gaming accounts at different casinos after passing the KYC check.
They block the account only after having paid and lost thousands of euros without refunding anything! This is criminal! See complaint about Flappy casino closed prematurely by Veronika and on which I await the reopening.
In this casino they blocked my account with my balance deposits without returning them.
This is embezzlement of money that should be punished legally.
If there are no developments here I will open legal action against this criminal company.
Thank you very much, carsix79, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello carsix79,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Wintopia Casino,
Could you possibly provide additional information regarding the locked account and clarify the situation?
Thank you in advance.
Respectfully,
Michal
The casino could also clarify two other things:
- because he completely ignores my emails
- because he made me pass KYC and blocked my gaming account with my money in it because I was a problem player ONLY after I deposited money!!
Isn't KYC used to verify the player's identity and therefore assess whether he is eligible to play at that casino?
See also my complaint about Betflappy closed inexplicably by Veronika from whom I am still waiting for the case to be reopened since the same thing happened as on this sister casino!!
They still don't respond to my emails and have blocked access to the chat.
My money is still wrongly held by them.
On their site at the footer there is also the Casino guru logo... I hope it's a joke!
I was able to contact live chat from another device.
I asked why they don't respond to emails after 3 weeks and the operator told me she has no idea.
I asked for my gaming account balance and he falsely replied that he doesn't know because the account has been blocked.
In the face of all this this casino must be classified as a scammer!
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.
Dear Michal and CasinoGuru team,
on behalf of Wintopia Casino, we appreciate your invitation to present our perspective on the matter and address the concerns raised in this case.
Kindly note that we have contacted you via email 4 days ago with our position and arguments.
Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.
Best regards,
Wintopia Casino Team
You never contacted me via email!
Why don't you write here what your positions and arguments are??
You withheld my money in my gaming account and blocked any communication access.
Furthermore, you still haven't responded to the regulator!
I would like the casino to respond directly to me and not just to third parties since I am the person whose deposits were withheld.
Dear carsix79,
Kindly note that we have contacted you via email as well, in order to clarify on the refund matter.
Your outstanding balance will be returned to you.
Best regards,
Wintopia Casino Team
I just received the first email from the casino.
They asked me for a cryptocurrency electronic address.
I have not deposited with cryptocurrency and I do not have cryptocurrency e-wallets and will never open one.
They have to refund me via bank transfer or to the credit card I paid with.
I have provided them with my bank details on which I am waiting for my deposits to be paid
Dear Wintopia Casino,
Do I understand correctly that the player's full balance will be returned to him? What was the reason for closing his account in the first place?
The casino has not yet responded to me on the following points:
- why did I pass the KYC verification if I am then blocked due to gaming problems as it seems from the screen above?
- why have I not received notification of the reason for the blocking of my gaming account and no response to the emails I sent in addition to the blocking of the chat?
If I hadn't opened a complaint they would have kept my money!
Michal the casino only wants to refund me €690.5 while I deposited €1500
Furthermore, the payment has not yet been processed.
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.
Dear Michal and CasinoGuru team,
Kindly note that the player has already received his balance and deposit. No lost has been made using Wintopia service and with this we consider the case to be resolved and closed from our side.
Thank you for your attention to this issue, and please feel free to reach out if you have any further questions or concerns.
Best regards,
Wintopia Casino Team
Answer the question Michal asked you. Why was my account blocked after passing KYC verification? The reason for the closure could be decisive for the resolution of the complaint dear casino representative... don't you think so? Or do you have something to hide?
Then also explain why you stopped all communication with me which is the third time I've asked you!
I deposited €1500 why did you only refund €690?
Don't wait another whole week before replying!
Dear carsix79,
Kindly note the fact that you have received your balance and your deposit back already.
You have not received any loss using Wintopia service.
Best regards,
Wintopia Casino Team
Can you then show the cash history to confirm that I have not suffered any losses?
I have two deposits of €750 each for a total of €1500.
You have not yet answered the following questions:
- why was my account blocked?
- why didn't you respond to my emails and chats regarding the refund after blocking the account?
Do you want to answer or are you hiding something?
Dear carsix79,
Kindly note that the information you are providing is not accurate.
The total you have deposited you have received back already.
The case is closed from our side, as we once again confirm that you have not suffered any loss using Wintopia service.
Best regards,
Wintopia Casino Team
If it's as you say, don't be ashamed to show the cash history and let's see if it's true that I didn't pay €1500.
You have refunded €690.5, with €810 remaining!
In the meantime, I report the evidence with the screenshots of the two deposits made. Why don't you do it too??
I repeat…are you hiding something?
Dear carsix79,
I was able to review some evidence showing that one of your deposits (750 EUR) was actually charged back. Could you comment on the situation?
I checked and one of the two €750 transactions was credited for a chargeback I requested from the third-party merchant used illegally by the casino. In my home banking it appears as a POS transaction. Having a business where I receive daily POS payments, that transaction was confused with others but the fact is that it was not credited by the casino but only thanks to a chargeback I requested directly from the merchant.
The casino instead directly refunded me only €690 which was the remaining account balance so another €60 remains.
The fact remains that the casino still attempted to keep my money if I had not filed a complaint here.
The casino has yet to answer the question: "why was the account blocked after KYC verification?"
This is important to know because at their sister casino Flappy they did the exact same thing and kept all my deposits. The casino still won't answer this question because they know they did something wrong. Accept deposits from an already verified problem gambler, freeze the account and keep the money!
I asked Veronika to reopen the complaint because I don't think she fully understood what happened.
Michal it is a question of clarifying the conduct of this Operator because in this way it is taking advantage of problem players. You casino cannot accept players who you know are on your list of problem players and block the account only after they have deposited and keep everything for you. And without responding to emails!
I await the reimbursement of the remaining €60 from Wintopia and €2300 from the sister casino Flappy which carried out the same conduct.
You asked the casino why my account was blocked and they don't want to answer about it.
I can tell you why he doesn't answer.
Because I am permanently self-excluded from the Altacore group casinos and in fact they have blocked my account for problem gambling reasons.
The fact is that they don't want to refund the deposits I had made under self-exclusion on their sister casino Flappy where I'm still waiting for a €2300 refund. They don't respond to emails there either.
Essentially the casino doesn't want to admit that they allowed a self-excluded problem player to sign up to their casinos, passing KYC verification so as not to refund lost deposits.
Michal, to confirm what I wrote, you are dealing with an identical case in the complaint opened on the Flappy casino (itskiwii player) from which I suffered the same treatment.
If you block a player's account because he cannot play you must return the deposits especially if that player is on your problem players list and has passed KYC verification
Dear carsix79,
Could you give me a summary of your deposits at the casino? The casino claims you have deposited only 1400€.
But if the casino provided you with your cash history, wouldn't it waste all of us less time? Or are you ashamed to do it?
I cannot access the gaming account because I was blocked after a short time after I deposited.
The only thing I can provide you are the screenshots of the two transactions made via credit card for a total of €1502.66 which I had already reported two days ago. So the casino doesn't want to provide the reasons for blocking the account after passing the verification?
I know it concerns another complaint but I would like the same method of treatment to be applied to my closed complaint about the sister casino Flappy which acted in the exact same way and from which I have yet to receive any refund.
Thank you very much for your help Michal and I hope players understand that these casinos are to be avoided.
Dear carsix79,
From the information I was able to gather it is evident that you are not owed any more funds, since the first part of your deposit has been already refunded and you have charged back the second part. Your account remains closed due to your self-exclusion.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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