WinLegends Casino - プレイヤーのアカウントはブロックされました。

Dear Zenabi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinLegends Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance 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,

Tomas

Hello Tomas,

I played mostly Sweet Bonanza but I didn't get much profit, I even came out with less than what I deposited but it is something that is understood can happen in a casino.

I never used bonuses as they normally don't allow you to play any game and so I only used my real money.

Hola Tomas,

Jugue mayormente Sweet Bonanza pero no obtuve mucha ganancia, incluso salí con menos de lo que deposite pero es algo que se entiende puede pasar en un casino.

Nunca use bonos ya que normalmente no te permiten jugar cualquier juego y por eso solo use mi dinero real.

Thank you very much, Zenabi, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi Zenabi,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask WinLegends Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hi Tomas and Winlegend,

Unfortunately I am very disappointed and suspicious of the claims this casino is making. First of all, it's true that I played Sweet Bonanza most of the time, but I didn't just bet 10 ARS; I also made bets of 20, 30, 50 and up to 80 ARS, even betting up to 500 ARS.

Secondly, although it is true that I bet 5000 ARS on Vegas Roulette, I knew that there was a possibility of losing money, since this game is enabled and does not have any restrictions. There is no 100% guarantee that things will work out.

I honestly don't understand how this affects them, especially considering that I even lost more money than I initially deposited. I hope you can understand my frustration and return the money withheld as due to all these issues I do not intend to play at this casino again.

Hola Tomás y Winlegend,

Lamentablemente, me siento muy decepcionado y desconfiado respecto a las afirmaciones que este casino está haciendo. En primer lugar, es cierto que jugué la mayoría de las veces a Sweet Bonanza, pero no solo apostaba 10 ARS; también realicé apuestas de 20, 30, 50 y hasta 80 ARS, llegando incluso a apostar hasta 500 ARS.

En segundo lugar, aunque es cierto que aposté 5000 ARS en Vegas Roulette, sabía que existía la posibilidad de perder dinero, ya que este juego está habilitado y no presenta ninguna restricción. No existe ninguna garantía del 100% de que las cosas salgan bien.

Sinceramente, no entiendo cómo esto les afecta, especialmente considerando que incluso perdí más dinero del que inicialmente deposité. Espero que puedan comprender mi frustración y devolver el dinero retenido, ya que, debido a todos estos problemas, no tengo la intención de volver a jugar en este casino.

Dear Zenabi,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.

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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

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

Best regards,

Tomas