Winward Casino - Player’s account seems to be blocked.

hello I register to this casino and get no deposit freespins and after i wager i had 100€ on my account and now i can not login to my account they say that i dont have a account at this casino but i send them the verification email but they still say i dont have a account

Dear atti38,

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. Is there any notification or a message when you try to log in? What exactly it says when you try to enter your username? Do you type your email address or username to enter your account?

Could you please forward the registration email to petronela.k@casino.guru?

I understand that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

hello 🙂 when i want to login there is standing Sorry, we don't recognize that account and i send you the screenshot thanks for helping

Thank you very much, atti38, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello atti38,

I looked at your complaint and will do my best to help you. I would like to invite Winward Casino into this conversation. Casino, can you please specify what is the problem with the player’s account?

Hello,

We hope this message finds you well!

We have checked on our end and managed to locate the account with the details mentioned here. The account is open and no restrictions are in effect, additionally, the balance is still present on the account.

We would kindly ask you to try to log in again, and in case you get an error message, please send us a screenshot to our support address.

Kind regards,

Winward Casino

now i can login but there is standing service not availble

when your casino is not available sny more in austria please withdraw the money on my account

Hello,

We hope this message finds you well!

Unfortunately, since your last login in 2020, we have amended our Terms and Conditions and we no longer provide services to your area. Regrettably, because you had not yet made your first deposit, your winnings are not considered withdrawable. We apologize for any inconvenience this may have created on your end, and we wish you the best of luck in future endeavors!

Kind regards,

Winward Casino

i dont get any email or something that your casino close and i had a first deposit i thing the money on my account was real money thats not fair from your casino

Dear Casino,

since when did you stop providing services to players from Austria?

Hello,

We hope this message finds you well!

We stopped in September 2020, and the last login attempt prior to the recent one was in August 2020.

Kind regards,

Winward Casino

but i dont get email or something..

Dear Casino,

I would like to have a couple of questions:

1. when was the player's account created?
2. why you have stated on 2.3.2021 that "The account is open and no restrictions are in effect, additionally, the balance is still present on the account." - if you have stopped providing services in Austria in September 2020?
3. why you didn't notify the player about this situation?

Hello,

We hope this message finds you well!

The account was created on the 1st of May 2020.

Our initial check was to determine if there is an issue with the specific account, such as an account closure, or restriction applied to the particular account. However, upon further investigation, when the player mentioned that the site is still inaccessible, it was found that the account had been registered from a jurisdiction that we no longer provide services to.

In regards to the notification, a message was displayed upon logging in during the week prior to the change taking effect, however the last registered login was on the 11th of August, regrettably exceeding said week.

Should you require any additional help or information, please do not hesitate to contact us.

Kind regards,

Winward Casino

Dear Casino,

send me the log history of this player to my email: viliam.v@casino.guru, please.

Hello,

I've received log history from Casino which confirms that the player's last login was on the 11th of August 2020. Casino stopped providing services in Austria since September 2020. Based on evidence I am forced to close this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.