Wintopia Casino - Player's winnings are partially missing and account access is denied.

Hello, on 24/03/19, I opened an account with the aforementioned casino without using any type of bonus: I made two deposits of 1000e each and by playing bets I got to about 2800e. On 24/03/20, I requested 3 withdrawals (2 of 1000e and 1 of 800). Today, I received an email from the casino stating I will receive 1975e. Now, I would like to know what happened to the rest since I have an email from you stating I would have received all my withdrawals (and it would be missing since these are winnings without any kind of bonus). Furthermore, since 24/03/21, I cannot log into the gaming account anymore and no one can explain why. It is the casino's right to close the account, but not paying me my withdrawals is neither here nor there.

Dear Alano83,

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. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share the record of your withdrawal requests amounting to 2800€? You can share screenshots here or send this information to my email at tomas@casino.guru

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

Dear Tomas and CasinoGuru team,

on behalf of Wintopia Casino, we would like to present our perspective on the matter and address the concerns raised in this case proactively.

Kindly note that we have already informed on a few occasions the player that we will pay all of the pending withdrawals, in total of 2976 EUR.

One of the withdrawals was paid out already earlier today, before the complaint was opened and the player was notified about it via email.

The rest of the withdrawals are scheduled and the player received the schedule of the upcoming payments via email once again before the complaint was opened.

We understand that communication regarding these matters is paramount, and we apologize for any confusion that may have arisen. Our aim is to ensure a smooth experience for all our players.

We do kindly invite the player to pay more attention to the emails received by us, where everything is clarified.

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

Thanks for your prompt response to Wintopia Casino Team.

Dear Alano83,

We believe casinos can close players' accounts for any reason at any time as long as they don't withhold players' funds in the process.

Kindly let us know when the payouts reach you.

I'll wait for any news from you.

Dear Tomas and CasinoGuru team,

on behalf of Wintopia Casino, we would like to confirm that all of the withdrawals have been paid out from our side and the player has been accordingly notified about each one of the payments.

We kindly invite the player to verify the completion of these withdrawals on their end.

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

I thank the site for paying the various withdrawals. Too bad for the unjustified account closure.

Dear Alano83,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Wintopia Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru