The player from Argentina requested a withdrawal, but then his account has been closed. The player received his withdrawal.
Winward Casino - Player’s account has been closed.
Amount: €240
Winward Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Winward Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi, make a deposit of 10 euros and win, then I made my first refund request for 250 euros on 1/5/21 and it was denied by a protocol that selects accounts at random supposedly on 1/12/21, that same day day I made another request but this time for 240 euros and on the 19th they tell me that for the 26th they will define my refund.
And what happened today was that I tried to enter my account and they said that it was disabled, and that I contact them by email. Which I do today and they tell me that they closed my account due to various inconsistencies and that the decision is irrevocable.
For which I send an email asking why and what will happen to the money that was in my account if they are going to pay me or not?
So far they have not responded.
I hope you can help me solve this problem.
Automatic translation:
Public
Public
3 years ago
Dear Arquinfi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly from the screenshots you attached to this complaint that you passed the KYC? Please, could you specify whether you have accumulated winnings from a bonus play, or with your real money only?
Please forward the relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Good thanks for your help, the winnings you accumulate are real money. Before depositing I did play free spins and bonus money but when I made the deposit I had no bonus credit.
Automatic translation:
Public
Public
3 years ago
Translation
Good a while ago I received this email from the Casino, I send capture. 
Automatic translation:
