Win Casino - Sredstva igrača su zaplenjena.

This site took all my money with no explanation including my deposit. Support is shut down so I have no recourse and am just left with an empty account without even so much as an email or notification.

Hello Mdeck1985,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I have finally got to talk to support and they informed me that since I used a bonus to bet that my deposit expired with the bonus and I will not receive any of my money back.

I understand now this is part of their "bonus terms" but I don’t understand how it’s fair that the bonus is automatically credited to your account when you deposit and then it expires within a day along with your deposit if you don’t meet their ridiculous terms that aren’t clearly stated.

This seems like a shady way to steal peoples money and it should either be made clearer that you will lose your deposit if you don’t meet the terms or the bonus should not happen automatically because then you have no choice but to accept the bonus terms even though they aren’t clearly stated. This clearly shows this casino is not a legitimate business and is really just set up to steal your money.

Hello Mdeck1985,

Is there any way to prove that the bonus was credited automatically by the casino?

Please note that if there isn't, then it might be very hard to prove that the bonus was not claimed by you directly.

Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

i have attached all the relevant info to this post. It appears my game history has been completely wiped as the only game I played was blackjack and it is showing that I have no history on that game at all. This also shows that I did not directly claim the bonus as I still have the option for a first deposit bonus and the site is displaying as if I never played there at all despite the record of my deposit still existing.

Hello Mdeck1985,

Were you aware that a bonus was activated on your account after you deposited?

Additionally, please forward your deposit, bonus, betting history and the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Awaiting your respond.

Regards,

Nick

Hi Nick,

no I was not aware that I activated a bonus by making a deposit. I knew the website gave out bonuses but I had no idea they were automatically activated when you made a deposit.

In my experience, legitimate casinos usually give bonuses out as "credits" that are kept completely separate from your deposit money specifically to avoid situations like this. That’s why I was confused when I first started messaging support as they kept referencing the bonus terms and I had no idea what this had to do with the money i had deposited.

I will forward everything I can to the email address provided but I have no access to my bet history as it has been completely deleted from the site for some reason. Thanks for your help. Look forward to hearing from you again.

Thank you Mdeck1985 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Mdeck1985,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Win Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hello,

Thank you for reaching dear Mdeck1985. We thoughtfully create bonuses terms and conditions before we offer them to our players. There is always a link to detailed description of each bonus.

We understand that you may be used to a certain terms based on other casinos, however, we cannot apply terms from other platforms to our product.

Please note that we can continue our communication via all channels available on or platform. Please contact us via email: support@win.casino

The problem is that you are forced into accepting the bonus terms simply by making a deposit, the bonus is given to you automatically and there is no notice on the site that the bonus is automatically activated and there are no instructions on how to deactivate the bonus if you don’t want to agree to the terms. How was I to know I was accepting the bonus terms simply by making a deposit when it isn’t mentioned anywhere?

Dear Win Casino,

Thank you for your response.

Could you please provide a detailed explanation of how bonuses are activated at your casino? The player claims that a bonus was applied automatically after making a deposit, without his knowledge or consent. Could you confirm whether this is possible under your current bonus system?

Thank you for your cooperation.

Hello,

We examined the issue once again and must confirm that we notify our players when a bonus applies. Players get pop-up notifications each time they make essential actions on the platform, such as deposits, withdrawals, bonus activations, awards, etc. All notifications are automatically sent, so there's no room for a mistake.

Sure, then where is my bonus notification? If "there is no room for a mistake" then why was I never sent any bonus notification when I clearly made a deposit? There is no way to delete these notifications so clearly you are not correct that we always receive notifications.

Hello Mdeck1985,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Win Casino,

Could you please address the issue concerning the missing game history in the player’s account? The player claims to have played blackjack, yet there are no records of this activity visible. Could you clarify why this is the case?

Additionally, the notification regarding the bonus activation, which you previously mentioned, does not appear in the player’s notification history. Could you explain why this notification is missing?

According to both your website and our internal records, the bonus should be manually activated by the player via the Bonus tab after making a deposit. Can you confirm whether this was the case in this instance, or was a different bonus applied automatically?

I would appreciate a more detailed explanation of the bonus activation process in this context, as well as any supporting evidence regarding the player’s bonus activation. If possible, please also include an example of how the bonus activation pop-up typically appears to the user. Feel free to provide any relevant evidence as screenshots or logs here or privately by sending it to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

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.

Hello,

We're loyal to our players and are ready to provide you another bonus by request. Kindly contact our support team and we'll resolve the issue.

Dear Mdeck1985,

Have you contacted the casino's support as they suggested in their latest post?

Dear Mdeck1985,

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.