WinBeast Casino - El jugador afirma que el pago se ha retrasado.

Long story..I have requested many times to have my account excluded and they say they don’t have the technical ability or the system is down. This has gone on for months..during this time I’ve spend thousands and I’ve begged them to close the account due to my gambling vices. Since then I deposited another £600 and actually won 8k on slots ,they then claim I cheated and confiscated my winnings and still haven’t closed my account, the refuse to give a reason as to why they’ve done it except that I was suspected of fraud and cheating, I’m not a fraud and I wasn’t cheating.

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Dear Riordan23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Riordan23,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, they never paid it. They actually accused me of cheating and withheld my winnings..8k. I tried to resolve this with the em so many times and they keep refusing to state their reason for draining my account. I notice they’ve also done this to many other people from looking on trust pilot. They also claim they don’t have the technical ability to close my account this has been going on for months, I’ve spent thousands with them and they’ve basically just robbed me

I am sorry to hear that the casino confiscated your winnings of £8000. Please allow me to ask a few questions to better understand your situation.

• When did the casino confiscate £8000?
• Did you achieve your balance with the help of a bonus?
• Could you please confirm that your account have passed KYC (Know Your Customer) verification?
• You mentioned you requested many times to have your account excluded. Could you please specify whether you want a temporary or a permanent account closure?
• Please forward the complete email threads containing your account closure request along with the casino's reply to jean.s@casino.guru. Please do not send screenshots, but the original, uncropped email messages instead.

Thank you in advance for your reply.

Hi

This was won on 5th august going into 6th. I never used a bonus, i deposited several hundred on of my own funds. I waited until sunday and they emailed me to say id cheated and didnt have to give any more details. I didnt cheat. I have since asked them many times on email to close my account, ive since asked them to apply limits, all of which are fobbed off, they tell me someone will get in touch and they never do. They never confirm that you pass kyc, they only say when a document isnt accepted, all my documents are legit and accepted as far as im aware. they never asked me for anything else after i sent what i gave them (ID, bank statement, proof of deposits, address from util bill). Ive asked for both temp and permanent closure due to issues with gambling which i have declared, i will forward you all the emails (some of which i say some things in anger on).

Dear Riordan23,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello Riordan23,

I am sorry to hear about the difficulties you have experienced. My name is Martin, and I will be handling your complaint from now on.

I will first attempt to contact the casino representative outside this complaint thread regarding both the confiscation of your £8,000 balance and the repeated failure to close your account.

I should be transparent that the casino has declined to cooperate with us in some previous complaints. Nevertheless, I will make every reasonable effort to obtain its explanation and supporting evidence.

In the meantime, please do not make any further deposits or place additional bets, even if your account remains accessible. Should you receive any further communication from the casino or notice a change to your account, please let me know.

Thanks, ive set up payment blocks on my account so i cant use it again but these guys are criminals, they still are refusing to close my account or apply any limits. Ill warn you, I've sent them alot of emails with bad language such has my anger been through this processes, they have caused me so much stress.

So I dont understand..what is it you were proposing to actually do?

Dear Riordan23,

To clarify, my previous message was generated automatically as part of our standard complaint process. Unfortunately, it did not mean that the casino had responded or provided us with any new information.

Despite my attempts to contact WinBeast Casino, it has not cooperated with us. Without its participation, I have no way to obtain the evidence behind the alleged violation, properly assess the confiscation of your £8,000 balance, or secure any action regarding your self-exclusion and limit requests.

I will therefore close this complaint as unresolved. The outcome will negatively affect the casino’s rating on our website. I am sorry that we could not achieve a satisfactory resolution.

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