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I created an account on February 10th. I deposited $300. I played roulette a couple of times and my balance reached $600. I was asked to go through verification. I provided all the documents. A couple of days later, my account was blocked. The casino hasn't responded to me for over a month. Please help. I haven't used any bonuses.

я создал аккаунт 10 февраля. сделал депозит 300 долларов. сыграл пару раз в рулетку и мой баланс стал 600 долларов. меня попросили пройти верификацию. я предоставил все документы. через пару дней мой аккаунт заблокировали. казино мне не отвечает больше месяца. помогите. никакие бонусы я не использовал

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Hello,

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

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

• Was the 300 dollars your only deposit in the casino?
• What particular roulette game did you play?
• 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 issue? 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

$300 was my only deposit.

I don't remember which roulette I played.

I didn't use any bonuses.

I don't have any correspondence with the casino because they haven't responded to me.

Hello 54ghy54r,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Kindly share any evidence of the incident taking place in this online casino, such as a screenshot of the error you receive when trying to log in and your attempts to reach support in order to resolve the account block. Send this information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

They simply don't respond to me in chat or by email. When I try to log in, it says the password is incorrect. Resetting the password doesn't help. They told me once that my account was blocked in the chat, and that's it.

Thanks for your reply.

Without any supporting evidence, we won't be able to confront the casino. Kindly share with me any supporting evidence of the incident; otherwise, the complaint can't progress.

Thanks for your understanding.

Dear 54ghy54r,

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.

Dear 54ghy54r,

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, Jana (jana.k@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

Dear 54ghy54r,

I genuinely empathize with your situation regarding your blocked account. Please know that I will reach out to the casino promptly to help resolve this matter. Additionally, I would like to extend an invitation to a representative from Win Casino to join this conversation and assist in addressing this complaint.

Dear Win Casino,

could you kindly clarify the reasons behind the blockage of the player's account? It would be greatly appreciated if you could provide any relevant evidence regarding this issue. You may either include your statement and evidence in this conversation or send them to my email at jana.k@casino.guru. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana