Winstler Casino - Das Konto des Spielers wurde dauerhaft geschlossen.

Dear Alessandro,

I hope you are doing well.

After a thorough review of your account, we regret to inform you that we can no longer provide our services due to a violation of our Terms and Conditions.

We understand this may be disappointing and sincerely apologize for any inconvenience. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process and all users should be familiar with them.

As part of this process, we have fully refunded your deposits totaling €198. The amount has been refunded to your original payment method and should be credited within 14 business days.

In addition, your account has been permanently closed. All associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best for the future.

With kind regards,

Peter

This email is a service from Winstler. Powered by Zendes

k

[97L0YD-9E2W3]

I have been waiting for my payout since August 6th and today I received this email. I played without a bonus in accordance with the rules.

Lieber Alessandro,

Ich hoffe, es geht Ihnen gut.

Nach einer gründlichen Überprüfung Ihres Kontos müssen wir Ihnen leider mitteilen, dass wir Ihnen unsere Dienste aufgrund eines Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen nicht mehr anbieten können.

Wir verstehen, dass dies enttäuschend sein kann, und entschuldigen uns aufrichtig für etwaige Unannehmlichkeiten. Bitte beachten Sie, dass die Annahme unserer Allgemeinen Geschäftsbedingungen ein obligatorischer Teil des Registrierungsprozesses ist und dass alle Benutzer mit diesen vertraut sein sollten.

Im Rahmen dieses Prozesses haben wir Ihnen Ihre Einzahlungen in Höhe von insgesamt 198 € vollständig zurückerstattet. Der Betrag wurde auf die ursprüngliche Zahlungsmethode zurückgebucht und sollte innerhalb von 14 Werktagen gutgeschrieben werden.

Darüber hinaus wurde Ihr Konto dauerhaft geschlossen. Alle zugehörigen Kontaktinformationen und Zahlungsmethoden wurden auf die schwarze Liste gesetzt, um zukünftige Aktivitäten zu verhindern und die Einhaltung unserer Richtlinien sicherzustellen.

Vielen Dank für Ihr Verständnis. Wir wünschen Ihnen für die Zukunft alles Gute.

Mit freundlichen Grüße,

Peter

Diese E-Mail ist ein Service von Winstler. Bereitgestellt von Zendes

k

[97L0YD-9E2W3]

Ich habe seit dem 6 August auf meine Auszahlung gewartet und heute diese E-Mail bekommen ich habe ohne Bonus gespielt regelkonform

Hello,

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.  

• Have you already received your initial deposit, please?
• 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?  
• How long have you been a player at this casino, please?  

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,  

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello no I have not received the first payout yet so the 198 € are not there

I played sports betting and casino

And yes I was verified before I was blocked and denied withdrawal

I have been registered at the casino since the first of August

Hallo nein ich habe die erste Auszahlung noch nicht bekommen also die 198 € sind nicht da

Ich habe Sportwetten und Casino gespielt

Und ja ich wurde verifiziert bevor ich gesperrt wurde und mir die Auszahlung verweigert wurde

Ich bin seit dem ersten august bei dem Casino angemeldet gewesen

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Alex2121,

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.

Hello I only got the refund of 198 euros, I have no chats and was blocked

Hallo ich habe nur die Rückerstattung von 198 Euro bekommen habe keine Chats wurde gesperrt

Hello Alex2121,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Alex2121, 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 Alex2121 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winstler Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

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.

Dear Alex2121,

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 would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its validator, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter