WinOlot Casino - La cuenta del jugador ha sido cerrada.

Dear Casino Guru Team,

I am contacting you to file a formal complaint against Winolot Casino due to a series of serious incidents related to the management of my account, including the disappearance of funds, the blocking of my account without explanation, and the lack of adequate response from your customer service.

On March 24, 2025, I made a €50 deposit that was never credited to my account. After several unsuccessful attempts to contact the casino, it was finally the payment provider who resolved the situation and refunded my money, which in itself demonstrates a lack of efficiency and seriousness in Winolot's customer service.

However, the most serious problem was a €650 withdrawal that disappeared from my account without me receiving it. The casino claims that a third party accessed my account and used the funds, disclaiming liability based on its terms and conditions. I strongly reject this explanation, as they have not provided me with any conclusive evidence of this alleged fraudulent access.

To make matters worse, my account has since been blocked, so I have no access to any transactions, history, or additional information that would allow me to verify what happened. This measure, taken without any justification or prior notice, increases the suspicion of possible malpractice on the part of the casino.

I have tried to resolve the conflict amicably, contacting them repeatedly via live chat, where I was promised an email response that never arrived.

For all the above reasons, I request the intervention of Casino Guru as a mediator in this case. I am willing to negotiate the amount claimed, provided the problem is acknowledged and a reasonable solution is offered.

I attach the email sent (on several occasions) and to which I have not received a response.

Thank you for your attention and I look forward to your support in achieving a fair resolution.

Sincerely,

Sergio ****

Estimado equipo de Casino Guru,

Me pongo en contacto con ustedes para presentar una queja formal contra el casino Winolot, debido a una serie de incidencias graves relacionadas con la gestión de mi cuenta, entre ellas la desaparición de fondos, el bloqueo de mi cuenta sin explicación, y la ausencia de respuesta adecuada por parte de su servicio de atención al cliente.

El pasado 24 de marzo de 2025, realicé un ingreso de 50 € que nunca fue acreditado en mi cuenta. Tras varios intentos de contacto sin éxito con el casino, fue finalmente el proveedor de pagos quien solucionó la situación y me devolvió el importe, lo que ya de por sí demuestra una falta de eficacia y seriedad en la atención al cliente de Winolot.

No obstante, el problema más grave ha sido con una retirada de 650 € que desapareció de mi cuenta sin que haya recibido ese dinero. Desde el casino alegan que un tercero accedió a mi cuenta y utilizó los fondos, eximiéndose de responsabilidad con base en sus términos y condiciones. Rechazo rotundamente esta explicación, ya que no me han aportado ninguna prueba fehaciente de ese supuesto acceso fraudulento.

Para agravar aún más la situación, mi cuenta ha sido bloqueada desde entonces, por lo que no tengo acceso a ningún movimiento, historial ni información adicional que me permita verificar lo ocurrido. Esta medida, tomada sin ninguna justificación ni aviso previo, incrementa la sospecha de una posible mala práctica por parte del casino.

He intentado resolver el conflicto de forma amistosa, contactando repetidamente por el chat en vivo, donde me prometieron una respuesta por correo electrónico que nunca ha llegado.

Por todo lo anterior, solicito la intervención de Casino Guru como mediador en este caso. Estoy dispuesto a negociar la cantidad reclamada, siempre y cuando se reconozca el problema y se me ofrezca una solución razonable.

Adjunto el correo enviado (en varias ocasiones) y del que no he tenido respuesta.

Gracias por su atención y espero su apoyo para conseguir una resolución justa.

Atentamente,

Sergio ****

Dear seergiomooroo,

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

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

• Has the casino closed your account, or is the account still accessible to you?
• Have you made previous withdrawals from the casino?
• Was your account verified?
• Could you please share the communication you received explaining the disappearance of funds? Please forward the communication to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

They closed my account, and I've made some previous withdrawals, albeit with many problems. I verified my account, but it took a long time because they rejected all my documents. I also repeatedly asked for my account to be permanently closed, and after months, I only got it closed for 30 days. I have no recorded communication with them, as I only spoke once via live chat, and they haven't responded to my email. I even tried to contact a lawyer, but they haven't responded.

Me han cerrado la cuenta y si he hecho algún retiro anterior aunque con muchos problemas. Verifiqué mi cuenta pero tardé mucho tiempo ya que me rechazaban todos los documentos y también pedí varias veces que me cerraran la cuenta para siempre y después de meses solo conseguí que me la cerraran 30 días. No tengo ninguna comunicación con ellos grabada ya que solo hablé una vez por el chat en vivo y al correo electrónico no me contestan, incluso intento un abogado ponerse en contacto con ellos y tampoco ha obtenido respuesta.

Thanks for your reply.

The initial screenshot of an email you uploaded is too low resolution and isn't legible.

Could you please share any supporting evidence regarding the incidents with me at tomas@casino.guru?

I apologize for the inconvenience.

Dear seergiomooroo,

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.

I've sent you the email I sent them and haven't received a response. It's the only documentation I have available since I don't have access to the account. If necessary, I can also send you the email my lawyer sent, but they haven't responded either.

Te he mandado el correo que les envie y no tuve respuesta, es la unica documentación que tengo disponible ya que no tengo acceso a la cuenta. Si es necesario también te puedo enviar el correo que envió mi abogado pero tampoco contestaron.

Thanks for your reply.

• Could you please share any communication with the casino in which the casino informed you that your account has been accessed by a third party, and any other relevant communication?

Please forward the information to my email at tomas@casino.guru

I haven't received any notifications. I contacted them via live chat when I realized I didn't have the money, and they told me that. Then they blocked my account and aren't responding to emails. Plus, before that, I spent months asking for my account to be permanently blocked, and they wouldn't, while I continued to lose money. In the end, they only blocked it for a month. Between that and this, they've caused me a lot of problems, and I want compensation.

No tengo ninguna notificación, les hablé por el chat en vivo al ver que no tenía el dinero y me dijeron eso. Después me bloquearon la cuenta y no responden a los correos. Además, antes de eso estuve meses pidiendo que me bloquearan para siempre la cuenta y no me la bloqueaban, mientras no paraba de perder dinero. Al final me la bloquearon solo un mes. Entre eso y esto me han dado muchos problemas y quiero una indemnización.

I understand your frustration, however, without evidence of any kind, we won't be able to confront the casino.

• Have you informed the casino about suffering from gambling problems in the past?
• Do you have any records of the casino accepting your withdrawal requests?
• Could you please share a screenshot of what it looks like when attempting to log in to your account? Is there any error you might identify and share?
• Are you able to reach the casino live chat and take a screenshot of a conversation regarding these issues?

Please let me know.

Dear seergiomooroo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru