Win Casino - プレイヤーのアカウントは閉鎖されました。

I registered an account, made a deposit, placed bets on the Plinko slot, and placed a withdrawal request. The withdrawal was canceled and my account was blocked. I won $11, deposited $200, and didn't use any casino bonuses or play with casino money—only my own money.

Я зарегистрировала аккаунт внесла депозит , сделала ставки в слоте Plinko и поставила деньги на вывод , вывод отменили и заблокировали аккаунт. Выйграла я 11 долларов внесла депозит на 200 долларов не пользовалась никакими бонусами казино и не играла на деньги казино только свои деньги

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
• Have you sent any identity documents to the casino for verification?
• What payment method did you use to deposit money into this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I was going to send the documents, but I didn't have time; my account was blocked quickly. The deposit was USD 20,200.

Документы собиралась отправить , но не успела учетную запись заблокировали быстрее . Депозит был Usdt bep20 200 долларов

Hello kham21,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

From the screenshot you shared, it appears that the casino blocked your account due to an alleged breach of Rule 5.4 of their Terms and Conditions:

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

To better understand your situation, I would like to clarify the following:

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you ever used a VPN or any IP-masking software while accessing the casino website?
• Have you accessed the casino from a public computer (e.g., workplace, internet café) or while connected to a shared/public Wi-Fi network?

These details are important, as casinos often rely on IP address matches, device fingerprints, or shared payment methods when identifying potentially related accounts. I look forward to your reply so we can assess how to proceed.

This is my first time registering at this casino! I haven't been verified yet, so how could I have already registered?

The casino is illegally withholding my money!

Я первый раз зарегистрировалась в этом казино ! Я не проходила верификации , каким образом я могла быть уже зарегистрирована

Казино незаконно удерживает мои деньги!

None of my close friends have registered on my computer before, I am the only one who uses it.

Из моих близких людей никто ранее не регистрировался моим компьютером пользуюсь только я

Dear kham21,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello kham21,

My name is Michal, and I have now taken over your complaint. I've reviewed the details of your case and will be reaching out to the casino to see how I can assist.

We would now like to invite Win Casino to join this conversation.

Dear Win Casino,

Could you please provide any evidence you have regarding the alleged violations of your terms and conditions that the player is being accused of?

You are welcome to send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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 kham21,

I have so fare received this response from the casino:

Hello,

We do not provide information regarding player's accounts to third parties. If the player has any issues with their account or any questions regarding the platform, we kindly ask them to contact us via the support chat on our platform or by email.

Best regards,

WinCasino Support Team.

Please contact the casino support team once again and let me know whether they address your issue appropriately.

I have informed the casino that their cooperation in clarifying, or ideally resolving, this matter is highly valued, and I have also outlined the steps we may take if they choose not to cooperate. I hope they will reconsider their approach.

Dear kham21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru