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witheld winnings, locked account, livechat instantly closes chat & even refused to return my initial deposit

Dear noletters,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Slots and live casino.

Verified and manual vip upgrade to silver.

20th August, $350 deposit without any bonus.

I first tried to withdraw when the credit is at 1.7k but was told bank under maintenance until 9 hours later hence rejected. Tried withdrawing 2.1k after the supposed maintenance completion 9 hours later but was informed that bank still under maintenance.

A day before on 19th August, i also submitted a withdrawal and was told bank maintenance until 10am. Submitted the withdrawal at 10am but only received the funds an hour and 30minutes later. Sadly i only have the chat history on the delay for the 20th August.

21st August, "manager" refused to return even my initial deposit stating that it's better/easier to transfer the deposit and winnings to me together in a single receipt.

Further more even including this 3,000 withdrawal that i didnt receive, i still nettloss in this website.

I have some screenshots of chat history, account transaction history etc to prove the above-mentioned, which i took when i was complaining to my friend prior to the website locking my account.

20th August

livechat's whatsapp chat

21st August

livechat stating still unable to withdraw, credit remaining 3000.

"Manager" contacted me and ask me to have some patience and give him some time or couple of days to get their bank sorted out as it is frozen. Also, asking me to stop gambling and leave the 3,000 credit as it is for withdrawal, when the times come he will settle for me.

Refuses to return me my initial deposit when i told him i understand that they might be unable to pay me my winnings due to having their funds/bank frozen but at least transfer me my initial deposit first as im sure i've made the deposit into another bank account instead of the bank account that he said was frozen. But he only told me that payout in a single receipt is better/easier. And that even if he scam this $350 deposit, it isnt gonna make him any richer.

Wanted to report all their bank accounts/cashiers/money changers based on my transaction history with them but after ranting here and there, I gave up and give him the benefit of doubt. He then mentioned to be honest it doesnt really matter if i report or not as they've already decided to stop operating the web, or just the SGD server to my knowledge based on another message from him.

My third party deposit transaction history from account creation in july until the last deposit of $350.

Messaged on thursday, but just replied. Willing to transfer me back my initial deposit first but not now, "see how" in a couple of days.

Thank you for your reply, noletters. Have you received any explanation from the casino regarding the blocked account or confiscated winnings? If you have, please forward me the communication in which the casino provided the explanation. You can forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The boss dont want to continue doung anymore thats why account locked or something along those line. 25th august

Thank you very much, noletters, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you noletters for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WClub365 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their deposit.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Due to changes in licensing regulation, the casino isn't currently regulated by any license and there's no ADR to turn to either.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter