Winzter Casino - Igrački račun je zatvoren nakon dobitaka.

Hi,

Here is the situation, be ready 'cause you've probably never seen such a robbery attempt from a casino. First episode last week, they sent me this email following by recent winnings, you must know that i'm a vip client who spent over 7000/8000€ on Winzter before finally starting to win and ask for a first withdrawal on April. So they invented a rule about a bonus that i never won, never even being close to wager, to justify that winnings came from that bonus and that they needed them to be forfeited before proceeding with my withdrawals. So they forfeited almost 10.000€ and didn't pay my pending withdrawal. I was already collecting proofs against this first robbery but i kept playing, and somehow i won big again this week-end and reached 10.000€ as you can see, here is the last screenshot from my account and my last bets.

So, imagine what they did following that ? I didn't have any bonus since that episode, so they can't make up an excuse to cancel m'y winnings, they simply decided to close my account this time and they didn't EVEN send one of their crazy email following that. So i just found out tonight when i tried to log in after coming back from work. Not only they try to steal all m'y winnings, but they never even paid back the money i deposited as a vip client !!!! Trying to close an account to avoid paying someone is already a mafia behaviour, but when you don't even pay back what you took from that client's massive deposits, it's simply inbelievable.

Honestly i've never seen something like that in my whole life, and i've seen a lot in 37 years, i'm ready to take all the needed steps to have justice or make them lose their licence at least, 'cause of they did that to me, a VIP client who was treated well before starting winning, what they do to the other customers ?

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Hello,

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

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

• Do I understand correctly that after the casino capped your balance to 500€, you continued to play with said amount without accepting further bonuses?
• Was your account verified?
• Could you please share with me your communication with the casino regarding the reason for the closure of your account? 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

Hi Tomas !

The casino capped my balance to 3900€, the amount i had before that bonus ( that i never wagered and lost immediatly ), i kept playing with my balance without receiving any bonus since, yes, reaching once again the 10.000€ they hate to see.

My account was fully verified since February, i can proof it if needed with the KYC emails.

I'll send you the screenshots by email showing the communication that came next, but in a nutshell David their VIP manager who treated me very nicely during 5 months as long as i was on the losing side blocked me when i asked him what happens with my account. They didn't send me any email after closing my account so i sent two mails to make them understand that i'm ready to take a legal action and i'll never accept such a robbery. They finally answered yesterday trying to sound "fair", they didn't give any justification about the confiscation of my winnings but they said that they'll refund my deposits, 6300€ ( if i remember well it was more but who caresses ). Even this promise isn't respected yet as i didn't receive anything, they said that i'll receive all the amount in 14 working days. And they said that they banned me from everywhere, my name, number, mail adresse, like if i was a thief, ironic isn't it ?

Thank you very much for your help anyway !

Thanks for the update.

Do I understand correctly that you accepted the casino's offer for a refund of the specified amount? Could you please share the casino's proposal to me as evidence in case you would need assistance with the delayed refund?

Send this information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi Tomas,

I didn't accept the offer, it's simply the least they can do, i still claim my winnings because there were absolutely no reason to confiscate them and that they didn't even give half an argument to justify confiscating them and closing my account. They offered a refund of my deposits as you will see in the email i'll send you in a gesture of good will, i can't reject the offer anyway because the refund is automatic, part of it is already received and it seems that the other part is coming soon, but they can't get away with that because what would it mean ? If you lose, you lose, and if somehow you end up winning you don't receive your winnings and you go back home with the deposits only ? What's the point of playing if it's either losing it all or go back with your initial deposit ?

Thanks for your patience.

• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)

Looking forward to your reply.

Hi Thomas, you're welcome.

A mix of blackjack and betting on tennis and football essentially !

Dear Lucscott20,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hi Tomas,

Thanks in advance to Martin as well ! I'll just add that Winzter closed at the same moment my Tenobet account ( where i had no winnings, i just made several deposits there as well but never won ) 'cause they belong to the same group, while Winzter confiscated all my winnings but refunded most of my deposits ( almost 600/700 are still missing ) Tenobet never answered to any of my emails and didn't refund any of my deposits or even warned me of anything, nothing ever happened there i just used to deposit then lose on Tenobet.

Best regards

Hello Lucscott20,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi Martin,

Thank you so much for your help anyway ! I don't expect them to cooperate as i engaged a person from IGamingADR an Independent ADR provider almost a month ago and he has no update from them. Their VIP manager blocked me on WhatsApp where he used to answer very quickly to all my messages and complaints, even the first time they confiscated my winnings, 'cause the time they closed my account was the second confiscation. They probably won't cooperate 'cause they have absolutely no justification for what they did, all they can do is remaining silent hoping that we'll let go at some point. I don't expect to get back my winnings, my hope is that they LOSE THEIR LICENCE, all the group with Tenobet as well, because they act like a real mafia and that there must be a legal way to make them step away from casino and betting activities. I don't want them to keep robbing other customers without any consequences.

Best regards

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.

Dear Lucscott20,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.