Wintomato Casino - プレイヤーのアカウントは正当な理由なく閉鎖されました。

I found out about this casino through your website. The casino has a high rating. And I decided to register. I made a deposit of 300 usdt. I played in this casino and managed to increase the balance to 650 dollars. I put the money on withdrawal. A few hours later they canceled the withdrawal. And closed my account. Now I can't even log into my account. In the chat they told me that I have a multi-account. I have never created other accounts in this casino. I used only one device. No one could log into my account. I turned 18 just 2 months ago. I physically couldn't play in this casino.

Dear karamba9,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification before you lost access to the account?

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

Best regards,

Kristina

1) slots, sports bets

2) No. I only have 1 account and even only use 1 device to access the wintomato site. I turned 18 2 months ago. I've never played in a casino before.

3)They didn't ask me to go through verification. They just won't let me log into my account after I put money on withdrawal.

Thank you very much for your reply, karamba9. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

In the chat they told me that I have multiple accounts. And that's it. Now I can't even write to them in the chat. They have restricted me. They don't answer my email either. They didn't ask me for any documents. They just blocked the account. This is just a mockery

Thank you very much, karamba9, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello karamba9,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Wintomato Casino to join the conversation.

Dear Wintomato Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

The user has been flagged for suspected value betting and potential multi-account activity. As per our standard procedures, we requested the user to complete KYC verification to validate their identity.

To date, the user has not completed the KYC process. We have sent multiple reminders and are still awaiting a response. Until the required documents are submitted and verified, we are unable to proceed with account reactivation or withdrawals.

We remain open to resolving this matter once the user complies with the KYC requirements.

Dear karamba9,

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.

I wrote you many letters, you did not answer me. And you forbade me to communicate in the chat. And now you tell me to pass verification. Okay, I will do it. Open the possibility of communication in the chat. Or write here what documents you need

Dear karamba9,

I have found this in the casino T&Cs:

9.3. We reserve the right to request photo ID, address confirmation or perform additional verification procedures (request your selfie, arrange a verification call etc.) for the purpose of identity verification prior to granting any withdrawals from your Account. We also reserve our rights to perform identity verification at any time during the lifetime of your relationship with us.

Additionally please double check the previous emails from the casino in regard to the KYC requirement.

Dear karamba9,

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.

I can't log into my account. I can't write to them in the online chat. They blocked me. I don't understand what documents I should send and where to upload them

Dear karamba9,

As the casino team previously mentioned, "To date, the user has not completed the KYC process. We have sent multiple reminders and are still awaiting a response."

Have you responded to the emails from the casino team? If so, could you please share when and how you did so?

Dear karamba9,

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

We’ve reopened this complaint at the request of karamba9. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear karamba9,

Please share the emails in the complaint thread that you sent to the casino team in regard to their previous requests.

Unfortunately, the player has once more failed to respond to our enquiries and messages within the anticipated timeframe and was not cooperative in the expected way. As a result, we are unable to offer any additional assistance and must, unfortunately, reject this complaint.

The player is welcome to reach out to the casino team directly, who will endeavour to address the issue.