HomeComplaintsWinward Casino - Player’s account was suspended without any specific reason.

Winward Casino - Player’s account was suspended without any specific reason.

Amount: €390

Winward Casino
Safety Index:Below average
Submitted: 28 Oct 2019 | Case closed : 31 Jan 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

Maria, a player from Brazil, found her account closed without an explanation. She tried to contact the casino support, but she received only automatic responses and not a specific statement.

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5 years ago
Translation

Casino Username Winward - Mariare **** Casino Website https://www.winwardcasino.com/en-US I was searching the Internet for online casinos where a registration bonus was earned without depositing, I found it a site I no longer remember which domain showed multiple casinos where no deposit was required to earn bonuses. I joined Winward Casino and I registered after doing so I won 25 Free Spins (25 free spins in the casino slots). After the free spins were over I won their money. I didn't know what the minimum withdrawal amount was. bonus money until I was informed on the Casino LiveChat and I was told that I had to reach 100% moves so that the bonus money became real money I spent my 4 hours getting 100% moves I won 500 euros but I lost 110 euros playing in the slots getting 390 euros. I went back to communicating them through LiveChat Casino and I was told that for my account to be assessed for withdrawal ID and proof of deposit When I tried to deposit there were various forms of payment but the one I wanted and the one I had access to was bitcoin wallet payment, I deposited it in my 25 euro bitcoin wallet and when i went to try to pay i went into my casino account and i came across that i had 0 euros and i had not used anything at all, i did sign out on my account to see if it could have been a mistake not showing up until when i tried logging in the following error appeared "Please note that this account has been disabled. For more details, please contact us via Live Help or via email at Winward Casino. "I created another casino so I could talk to them about my account being disabled I spoke to one of the assistants in which I was handed wrong their email address I tried to send but gave error saying that there was no domain, after a few minutes I spoke to another assistant who gave me the correct email. I sent the following email to say- Hello good afternoon all right? I have an account created in your casino and from time to time my account has been disabled. I have money in your casino of about € 390 and I wanted to activate my account and make the money appear in the casino again. Thanks Best Regards My casino username is MariaRejane my email rejanefsilva1980@hotmail.com and their response was as follows hello thanks for contacting us we apologize for the inconvenience but we have reviewed your account and let you know that it has been terminated due to several inconsistencies found. Please note that this decision is irrevocable. We wish you the best of luck in the future. I sent other emails saying that I wanted them to send the money because it was already mine and their response was almost always the same. Hello, thanks for contacting us. We apologize for the inconvenience, but have reviewed your account and reported that it has been terminated due to several inconsistencies found. Please note that this decision is irrevocable. We wish you the best of luck in the future.

Could you help me solve this problem?

Edited by a Casino Guru admin
Automatic translation:
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4 years ago

Hello, Maria.

 

Thank you very much for submitting your complaint through our website. We appreciate you bringing this issue to our attention. We are convinced that the player should be given a specific explanation when the casino suspends account or confiscates winnings. Do you agree with Casino Guru contacting the casino about this issue? 

 

Best regards, Jozef

 

Edited by a Casino Guru admin
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4 years ago

Dear Maria,

 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

 

The player can reopen this complaint anytime.

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4 years ago

Hey Maria. 


We received request for reopen. Please, could you confirm it and provide us with some more info? Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

Best regards Jozef

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4 years ago
Translation

Hello, I confirm the reopening of the case.

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Automatic translation:
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4 years ago

Hey, Maria. 

 

Do you agree with Casino Guru contacting the casino about this issue? 

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4 years ago
Translation

Yes I agree

Edited
Automatic translation:
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4 years ago

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

 

Best regards, Jozef

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4 years ago

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. 

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4 years ago

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

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4 years ago

Hello Maria. 

We reopened this complaint because we have found out that the casino wants to solve this complaint. 

Waiting for approval
Waiting for approval
4 years ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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4 years ago

Hello Maria.

Are you aware of having multiple accounts in this casino? Do you know about anyone from your household who has an account in the Winward Casino?

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4 years ago

Dear Maria,

 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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