Win Maker Casino - La cuenta del jugador ha sido cerrada.

I created an accoubt and Made a deposit got lucky and won a few euro. As my win streak continued my account was suspended without explanation. When I queried this with the chat helpline I get no answers only under review will provide you with a update via email. This carried on for over 4 days in the meantime i had a withdrawal pending for 250 and a balance of approximately €112. Then i was advised i had another account open which i was not aware of and was not advised what site i had another account open with or if it was active or closed. My account was then closed and my withdrawal and balance cancelled. I was informed i would receive my deposit back but nothing else. I have no documents or proof of chats as my account was closed.

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.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated 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, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Katarina

No one in my household would have been using the same IP address to create an account. When I checked re KYC I was advised that my account did not require verification at this time. I accumulated the winnings without a bonus.

Thanks

Kevin

Hi Katarina,

Just wondering if you have any update in relation to my complaint?

Thanks

Kevin

Dear Geoghegankg,

thank you for your reply and patience.

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 Katarina,

As stated earlier as my account is closed I do not have any copies of any chats/helpline interactions with the casino and I had very little interaction with them via email. So unfortunately I do not have any further information I can share with you.

Kind regards

Kevin

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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Win Maker Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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 Geoghegankg,

We have received evidence from the casino that confirms that you have created multiple accounts. It is an unfair practice, and we do not accept it. Therefore, I must reject your complaint. To receive a deposit refund, please, deal directly with the casino.