Wintomato Casino - プレイヤーのアカウントがブロックされました。

i have very difficult story.

First, i made deposit with this site using theirs welcome bonus offer.

it was at 05/03/2023

I played slots games /to withdraw money i need to make wager x50 from bonus/

Then i made wager /balance was about 3500 usd/

I made withdraw /some time passed/

I come to site, and found comment at my withdraw in history, that i need to make selfie /special selfie with write WINTOMATO56159$@ on papper and holding passport made photo/

I sent it to casino email, like asked into this comment.

Passed few days, nothing happens

I came to site, my account was closed. I started to asked what a problem, casino ignored my messages.

May be two days after live chat answered that i made some cheats moves, and nothing more.

I tryed to write again and again, but they ignored me.

yesterday 27 04 2023 i had one hour chat session where they again ignored me with "wait " wait " wait". Now i had screenshot, becausue i found any site to make complaint, you are in this list too.

Today i tryed again, and now they found the reason, that i failed KYC and passed 50 days so they do not want to reopen account.

First they said that i have cheater, then that i failed KYC, but i sent email and i have proof that i have sent it at 12 03 2023.

I added all what i have to my post.

i added 5 files, can not sent more, but if you need them please say how to sent it.

Dear bohha,

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. Was the selfie the only document you provided? If you provided any other documents, please let us know which ones.

Additionally, if there is any other evidence that you couldn't attach to your complaint, feel free to forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Hi, when i made withdraw request, may be next day, or later 2-3 days. I found in "History" comment, that i need to make selfie withid with paper with "wintomato159$@" and send it to email. I did it. Casino do not asked something more. Of course, it is not problem do make passport photo or selfie with passport.

Thank you very much, bohha, for your cooperation. 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.  

Thanks, i wait for Tomas, and hope he will help me to resolve this issue!

Hi bohha,

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 Wintomato Casino to join this conversation and share more information regarding the case.

Can you please explain why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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,

The IP and finger print of this player cross matched with another players credentials, and we asked him to conduct the KYC procedure, on 6th of March 2023, according to our policy users have 50 days to pass KYC;

He was obliged to send the requested document to support@wintomato.com but he failed;

As a result of failed KYC bonus and account had been suspended;

Regards

WTM

Dear Wintomato Casino, thank you for the information.

However, I first need some evidence to confirm your statement. Please provide me with any data you have to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

It is not true, after i sent them my photo which was asked, casino blocked me, and reason was "Cheating". But then they ignored me, and now then say that i do not sent photo. but i have proof that i sent it. Also this casino do not sent any asnwers with email. only on theirs site, and impoosible to check something ....

Dear bohha,

Can you please forward the email from the 12th of March, where you provided the casino support with the requested document? Here's my address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

The issue has been solved from our side, kyc process was delayed due to technical or may be language barrier, after the user provided prove the account had been restored, and user received extra delay benefits; Wish him luck snd many wins !

Dear Wintomato Casino, thank your cooperation.

bohha, can you please confirm that the matter is now resolved?

Thank you.

Kind regards,

Tomas

i will check it now and then i will answer about this situation

I tryed to login into wintomato site system and got message "Access denied"

But after one more attemp i log in and see me balance 34 ltc and 270 usdt are here. I will try to make withdraw and then i will answer about update! thanks

Thank you, bohha, for your confirmation. I'm now waiting for your update on the withdrawal status.

Kind regards,

Tomas

all approved

Yes, i want to confirm that i received all my winnings. Thanks Casino Guru.

i want to inform casino that Free Spins which you given to me, are not possible to play from my country: Ukraine!

we will consider this, check soon again please

you will permanently receive free spins from our side so not to miss them constantly check you mail

Dear bohha,

As your primary issue has been resolved, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas