Wintopia Casino - プレイヤーのアカウントは閉鎖されました。

This casino suddenly closed my account, claiming that I breached their terms and conditions, which I believe is not true. They initially paid me some money, then requested additional documents for verification. I provided everything they asked for, and yet they closed my account. I am confident that I did nothing wrong. Please help me get my funds from this casino.

Dear northfist1,

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.

Has the casino specified the terms and conditions you breached?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hi I played with my own money and i won without using any bonus. That was the first and last time i played at this casino. I only played a slot game. I will send you a transcript of an email they sent to me to your email. Thank you for quick response.

Dear northfist1, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Is it possible that you previously had an account at this casino?

Did you use a VPN?

Did you use a payment method registered in your name?

Hi,

it's not possible. I only opened one account in this casino and it got disabled. I did not use any VPN or anything and the payment method I used is my own account that nobody else uses and it's in my name.

Thank you very much, northfist1, for providing the necessary information. 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.