Winward Casino - The player's account got blocked.

I am in big need if help, i played at this casino with a cashback bonus on 100 percent, with no wager and no rules. I did not win and then i got all my money back to my account. I then some days later could not log in and my account was disabled and they said they found inconsitencies on it, i asked for what and asked for a refund of my deposit wich still is on my account when it was disabled, and they did not reply so i filed a complaint on askgamblers site and they said i hade multipel accounts wich i do not have. The complaint was closed as unresolved becuse they did answer back after that. I would greatly appricate help to get my refund for my deposit please help me i have waited over a month.

Hello 740zunk,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winward Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? How long have you been playing in the casino and did you ever withdraw from it? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Thank you, i was fully verified for about 2 days i belive, i only played 2 days then my account was closed, it was a mail and they said my account was closed for inconsitencies and i asked for a refund for my deposit but they never responded, i just want my refund for my deposit back. Thank you

Can you please clarify the exact date of account closure? Do you have any saved communication with the casino? If yes, please forward it to nikolas.b@casino.guru.

Hello, i do not know excactly since it has been more then a month, i will Send it Thank you, could you please contact the casino and ask them to reach out to me i have waited Very long for my money

Thank you 740zunk for all the information. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, 740zunk,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winward Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winward Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you Very much sir it is greatly appricated, i would just like to get my deposit returned since my whore deposit was still on my account, i am Very grateful for the help

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.

Is there something i can do if they do not respond? I am Very worried now

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winward Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winward Casino may block regular or tournament play and/or prize distribution.

Kind regards,

Winward Casino

Hello, i have heard this already and i know for a fact i do not have more then one account, but i just want my refund for my deposit that is still on my account that i have waited almost 2 months for

This is the excact same response i got when i filed a complaint on the ask gamblers site and then they stopped responding, i am tired of waiting for them just to say the same thing again i just want my refund

Dear Winward Casino Team,

I would like to repeat a part of my previous post.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Could you please provide me with the requested data/evidence and explain in more detail what (unfair) advantage the player gained by playing in this way?

Have you got any response? I just want my refund for my deposit i have waited almost 2 months

If they do not respond i would like to escelate this since they have stolen my deposit wich is not legal, do you know who owns this casino?

Unfortunately, we do not have this information and I have not been provided with any further details regarding the issue yet. However, I recommend you wait for the casino's reply.

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.

Hello, i was not aware of this. There must have been some sort of mistake i know for a fact i have not played on more then one account. I just want to get my deposit returned to me since it was fully on my account. I hade about 3300 euro STILL on my account from just my deposit, not from a Single win. I just want to get my deposit back to me

Dear 740zunk,

As already mentioned, the evidence provided by the casino clearly shows that you created and used 2 accounts. In addition, there was only a relatively short time between registrations.

Unfortunately, after gathering all the necessary information we are closing this complaint as rejected. We try to help players in resolving their issues, but we also require 100% true and correct information from them, so we can review any complaint sufficiently. It is obviously not the case here.

However, once you decide to provide us with the requested explanation, feel free to contact me at branislav.b@casino.guru and after reviewing it, the complaint can be reopened.

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.

In case of any questions, feel free to use my email stated above.

Thank you very much, Winward Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

Greetings all,

After a long time and communication with the complainant via email, we decided to provide this complaint with one more chance to be resolved.

Dear Winward Casino team,

The player admitted that there was another account in the casino and that only one no-deposit bonus was used there. Although it was likely done also in the disputed account, and the player used the welcome no-deposit bonus more than once, the significant amount on his disputed closed account allegedly represents only unused deposit(s).

Since all my questions were not sufficiently answered before, and the complaint was first rejected only based on the fact that the player kept denying the existence of another account, we would like to review the case with all the necessary information and details and finally close this chapter with a clear result.

As we do not know about any withdrawal from the player's account, and his account was simply blocked/closed with the remaining balance - if it is possible, and if we are not talking about only unused real money deposits, as the user claims, could you please provide us with the evidence supporting such claims?

If the player used 2 no-deposit bonuses of negligible amounts, what was the reason for confiscating his entire real money balance?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 740zunk,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru. I am also still waiting for the information that I asked you for in my last email. Until you do not provide it, your emails will not be answered.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru