Wino Casino - Das Konto des Spielers wurde geschlossen.

Good evening,

I had two withdrawal requests at this crappy casino, €240 and €200.

I have spoken to them over 10 times. They finally declined my withdrawals and closed my account. I can't even log in. What can I do now?

Καλησπέρα σας,

Είχα δύο αιτήματα ανάληψης σ' αυτό το άθλιο καζίνο, 240 € και 200 €.

Έχω μιλήσει μαζί τους πάνω από 10 φορές. Τελικά απέρριψαν τις αναλήψεις μου και έκλεισαν το λογαριασμό μου. Δε μπορώ καν να συνδεθώ. Τι μπορώ να κάνω τώρα;

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wino Casino. 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.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Have you received any explanation from the casino about the reason for closing your account?

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,

Natalia

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Stay safe.

Good evening,

I played exclusively slots. And I didn't play any bonuses..they didn't even ask for bonuses on my deposits. I had no explanation for closing the account..they only said that they violated their terms. This has no basis of course. I made a deposit and played, and with small bets, 0.20 0.40 0.60. I didn't get any purchased bonuses either..

I want something to be done about this casino and its behavior towards players. I saw that other people had the same problem as me. They can't all have violated their terms. As long as we make deposits and they take our money, everything is fine..When we make a win, small or big it doesn't matter, the problems start..

Please help.

Sincerely,

Vasilis

Καλησπέρα σας,

Έπαιξα αποκλειστικά και μόνο κουλοχέρηδες. Και δεν επαιξα καθόλου μπόνους..δεν ζητούσαν καν μπόνους στις καταθέσεις μου. Καμία εξήγηση δεν είχα για το κλείσιμο του λογαριασμού..είπαν μόνο ότι παραβίασαν του όρους τους. Αυτό δεν έχει καμία υπόσταση φυσικά. Έκανα κατάθεση και έπαιζα, και με μικρά πονταρίσματα μάλιστα 0,20 0,40 0,60. Ούτε αγοραστά bonus δεν πήρα..

Θέλω να γίνει κάτι με αυτό το καζίνο και τη συμπεριφορά του προς τους παίχτες. Είδα ο,τι και άλλα άτομα είχαν το ίδιο πρόβλημα με εμένα. Δε γίνεται να παραβίασανε όλοι τους όρους τους. Όσο κάνουμε καταθέσεις και παίρνουν τα λεφτά μας, είναι όλα καλά..Όταν κάνουμε κάποια νίκη, μικρή ή μεγάλη δεν έχει σημασία, αρχίζουν τα προβλήματα..

Παρακαλώ για τη βοήθεια σας.

Με εκτίμηση

Βασίλης

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I sent you a personal email with the conversation I had with the casino.

Σας έστειλα προσωπικό mail με τη συνομιλία που είχα με το καζίνο

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Good evening,

They refunded me the money I had deposited to play at the casino. Apparently my winnings were never deposited.. at least I didn't lose.. however I consider the complaint resolved.. do something so they don't fool other people.

Sincerely,

Καλησπέρα σας,

Μου επέστρεψαν τα χρήματα που είχα καταθέσει για να παίξω στο καζίνο. Προφανώς δεν κατατέθηκε ποτέ το κέρδος μου.. τουλάχιστον δεν βγήκα χαμένος..ωστόσο εγώ σε θεωρώ ότι το παράπονο λύθηκε..κάντε κάτι ώστε να μη κοροϊδέψουν άλλο κόσμο.

Με εκτίμηση

Hello, even if you consider this issue resolved, I would still like to reach out to the casino to give them a chance to explain. Otherwise, I would be closing this complaint as partially resolved with the penalty for confiscated winnings.

Hello,

Of course, you can contact me..I don't consider the complaint resolved, under any circumstances. I played and won, legality. If they give you an answer, which term I violated, I want to know.

Γεια σας,

Φυσικά να επικοινωνήσετε..εγώ δεν το θεωρώ λυμένο το παράπονο, σε καμία περίπτωση. Έπαιξα και κέρδισα , νομιμότητα. Αν σας δώσουν απάντηση , στον ποιο όρο παραβίασα, θέλω να τον μάθω.

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 close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help. Best regards, Pavel K Casino Guru Team