Winsane Casino - Igrač se suočava sa problemima sa funkcionalnošću veb stranice kazina.

For the past week, the casino has been malfunctioning, both in the casino and sports betting sections. For example, in the sports betting section, I placed a $75 bet, a message appeared saying the bet was rejected, but the money wasn't returned to my balance. I then contacted chat support, and they denied everything, telling me to send an email to complaints@smtpauthrelay.com and they never responded.

The next day the site completely crashed; I couldn't log in. I emailed support. info@smtpauthrelay.com and I bounce, that is to say, it no longer exists.

Everything seems very suspicious; we're in danger of having our bank balances stolen.

Desde hace una semana el casino comenzo a funcionar mal, tanto en casino como en deportes. por ejemplo en el caso de deportes realice una apuesta de 75usd aparecio un cartel de apuesta rechazada pero el dinero no volvio al balance. Luego me comunique con el soporte de chat y negaron todo, que envie un mail a complaints@smtpauthrelay.com y nunca respondieron.

Al dia siguiente el sitio termino de caer, no se puede ingresar, envio mail al soporte info@smtpauthrelay.com y reboto, es decir que ya no existe mas.

Todo muy sospechoso, corremos peligro que se roben los balances de dinero.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear cabomota,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve experienced with the website malfunctioning and the missing funds after placing a sports bet.

Before we proceed further, I would like to clarify a few important points to better understand the situation:

• Is the $75 amount currently shown as deducted, pending, or settled anywhere in your account history?
• Have you been able to log in again since the site crash, and if yes, does your balance or betting history show any irregularities?
• Have you received any reply at all from the casino regarding this issue, even an automated response?

For clarity, I would also like to inform you that I am currently able to access and load the casino’s website normally at:

https://www.winsane61035.com/

Please note that the correct support email address for the casino is:

support@winsane61035.com

I recommend contacting the casino again using this email address and keeping a copy of your message. If you receive any response or error message, please share it with us.

If you have screenshots of the rejected bet message, your betting history, balance changes, or any communication with live chat or support, please upload them here or forward them directly to petronela.k@casino.guru so we can review the evidence.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello.

The site is still down. Image attached.

Most of the email addresses for contacting them bounce or do not respond directly.

After trying with a VPN only from Singapore, I was able to log in at an extremely slow speed and contact chat support which was always down until yesterday.

I told them about my problems with the site, asking them to check if they are blocking users from Argentina, but they respond with the same old solutions of clearing the cache, using other devices, and other things that I've already tried and they don't work.

They asked me to send an email to support@smtpauthrelay.com They said they were waiting for my email, but they haven't replied yet. They also emphasized that I can't access the site via VPN from Singapore because it's prohibited, even though I used that option to at least contact them. Email attached:

Regarding the missing money, I remember it was a $50 bet on the NBA (which turned out to be a winner) that was rejected and the money disappeared from the balance. They also told me they were going to look into it, but I still don't have a solution.

There is no betting history but it would be very easy to verify the balance because it went from $172 to $122 without any betting or casino activity.

In short, the problems continue, and in this case they don't admit fault, always blaming the user for connection problems or errors.

Hola.

El sitio sigue sin funcionar. adjunto imagen

La mayoria de las direcciones de mail para contactar rebotan o no responden directamente.

Luego de probar con vpn solo desde singapor pude ingresar a una velocidad extremadamente lenta y contactar soporte de chat que estaba caido siempre hasta ayer.

Le comente de mis problemas con el sitio, que chequeen si estan bloqueando usuarios de argentina pero responden con las mismas recetas de limpiar cache, utilizar otros dispositivos y demas cosas que ya probe y no funcionan.

Me pidieron que mande un mail a support@smtpauthrelay.com que estarian esperando mi mail pero hasta hoy no respondieron. Ademas me remarcaron que no puedo ingresar via vpn desde singapor porque esta prohibido siendo que utilice esa ultima opcion para por lo menos contactarlos. adjunto mail:

Con respecto al dinero faltante recuerdo que era una apuesta de 50usd a nba (la cual resulto ganadora) que se rechazo y desaparecio el dinero del balance, tambien me dijeron que lo iban a ver pero no tengo solucion todavia.

No hay historial de ninguna apuesta pero seria muy facil corroborar balance porque paso de 172 usd a 122usd sin actividad de apuestas ni casino.

En fin, siguen los problemas y en este caso no admiten culpa sino que siempre el problema de conexion o de errores es del usuario.

Dear cabomota,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear cabomota,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winsane Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player cannot get his money?

Thank you in advance for providing the information.

Hello,

Thank you for taking the time to reach out regarding this matter.

Firstly, regarding the login issue, we kindly ask you, Cabomata, to please try logging in again using a stable internet connection and without a VPN enabled. If this persists, our support team is available via live chat 24/7 and will be happy to guide you through the process.

Secondly, we have carefully reviewed the bet in question along with its settlement. We are pleased to confirm that the winnings have been correctly credited to your account as bonus funds, as the bet was placed entirely using bonus funds. You can view and use these funds by navigating to the Sports section on our platform and enjoy placing bets on upcoming events.

We hope this clarifies the situation. Should you have any further questions or require assistance, please do not hesitate to contact us via our 24/7 live chat support.

Best regards,

Winsane Team 

Dear Winsane Casino,

thank you very much for the update!

Dear cabomota,

can you please confirm, that the bonus money were credited to your account? Thank you

Winsane refunded my money, as if it were a newly started bonus.

Regarding the site, it is still down/blocked for players from Argentina; it is impossible to access except with DNS from certain countries.

I've been asking for a solution for a month now and it doesn't seem to be progressing. I'm closing the case.

Thank you

Winsane me reintegro el dinero, como si fuese un bono recién iniciado.

Con respecto al sitio sigue caído/bloqueado para jugadores de argentina, es imposible ingresar Salvo con DNS de ciertos países.

Llevo un mes pidiendo solución y no parece que avance. Doy por cerrado el caso.

Gracias

We’ve rejected this complaint as per the player’s request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.