Winit Casino - Igračev račun je zatvoren nakon pobede.

I won 120 euros, the casino refused to pay me out, instead it blocked my account. I don't understand the situation.

Vyhrála jsem 120 euro, casino odmítlo vyplatit, místo toho mi zablokovalo účet. Situaci nechápu.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino to win 120€?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Have you contacted customer support to ask about the reason why your account was blocked?

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

Best regards

Veronika

I have contacted support many times.

I didn't use any bonus.

It was a casino game. Roulette.

Podporu jsem kontaktovala mnohokrát.

Nevyužila jsem žádný bonus.

Šlo o casino hry. Ruleta.

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your cooperation and patience.

They want me to add some more information to my profile to be selected, but they blocked my account without explaining why. I wrote several emails and they are unable to explain it to me.

Oni chtějí, abych doplnila do profilu nějaké další informace k výběru, ale můj účet zablokovali bez vysvětlení proč. Psala jsem několik e-mailu a nejsou schopni mi to vysvětlit.

Dear barborasp,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for Winit Casino to ignore us completely in our attempts to mediate any kind of issue. Please see all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Winit Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.

Best regards

Veronika