Wanted Win Casino - 複数のアカウントに関する申し立てにより、プレイヤーのアカウントは停止されました。

I believe this casino is fabricating lies to me I believe my account is dormant haven't won anything wen I did win I tried to withdraw then I went from $500 to $188 due to some reason. Casino had i can't contact them via telephone I have proved all documents they keep telling me that I need more my information looks like o have several accounts so I'm uploading my money and not winning anything due to this I ask for it to be fixed they say it's my fault I don't have several accounts I have one account this stupid casino is fabricating there response and say until I proved a bank statement in win remain dormant account not win or approved anything even if I uploaded 1 million dollars they customer service guy told me I would lose whole 1 million dollars until I provide that statement and my game play would lose everytime help they won't help me I can't contact anyone I believe I'm being taken for a ride and not happy customer

Dear melissajaramillo1987, 

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 chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear melissajaramillo1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.