Winmasters Casino RO - Račun igrača je zatvoren, a sredstva konfiskovana.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear SCR35AMG,

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.

Hello Tomas,

Thank you for your response. Here are the details regarding my complaint against Winmasters Casino RO:

Account age and closure date: I registered my account back in 2022 (I cannot recall the exact month). The account was blocked/closed back then, and several years have passed since.

How I learned about the block: I found out about the restriction when trying to access my account or via an automated notification at that time.

Games played: I accumulated my balance by playing both slots and sports betting.

Bonus usage: No, the balance was completely made with my own deposited funds (cash). I did not use any active bonuses, free bets, or welcome offers to achieve this balance.

Communication history: Because this happened a few years ago, I no longer possess the emails, chat transcripts, or screenshots of the communications from that period.

Since a significant amount of time has passed and my funds remain held by the operator, I kindly ask for your assistance in contacting Winmasters to review this old case and help me retrieve my remaining balance.

Thank you for your time and support!

Thanks for the detailed explanation.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.