WinOui Casino - La cuenta del jugador está cerrada con fondos restantes.

I played the welcome bonus at WinOui Casino and when I finished wagering the bonus I had €2086 left in my account. Then I sent documents that were not accepted even though I sent them and after a few weeks my entire account was closed. I tried to contact customer service and they said they are keeping my account closed. When I try to log in I get the message "Login is currently not possible. Please contact customer service".

Pelasin welcome bonusta WinOui Casinolla ja kun kierrätin bonuksen loppuun niin minulle jäi rahaa 2086€ tilille. Sitten lähetin dokumentteja joita ei hyväksytty vaikka lähetin mitä ja muutaman viikon päästä koko tilini suljettiin. Koitin olla asiakaspalveluun yhteydessä ja sanoivat, että pitävät tilini suljettuna. Kun koitan kirjautua sisään niin kirjautumisessa tulee viesti "Kirjautuminen ei ole tällä hetkellä mahdollista. Ota yhteyttä asiakastukeen".

Dear Mild,

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.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Did the casino explain why your documents were rejected?
• Were you informed about the reason for the account closure?

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,

Kristina

Hello,

I played slots at the casino but I don't remember the games. They say the documents were all wrong, but at least it has always worked elsewhere. I received an email about closing the account and it says: "Hi Joonas,

I am reaching out to you regarding your account you have with us.

Based on our T&Cs:

15.2 If WinOui becomes aware of suspicious activity that might indicate fraud, money laundering, collusion or cheating, WinOui reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WinOui T&Cs.

Kind regards,

Jack

Casino Specialist

www.winoui.com "

And I haven't done any of these things.

Hei,

Pelasin kolikkopelejä kasino puolella mutta pelejä en muista. Dokumentit olivat kokoajan vääränlaisia kuulemma, mutta on ainakin muualla toiminut aina. Sain sähköpostin tilin sulkemisesta ja siinä lukee näin: „Hi Joonas,

I am reaching out to you regarding your account you have with us.

Based on our T&Cs:

15.2 If WinOui becomes aware of suspicious activity that might indicate fraud, money laundering, collusion or cheating, WinOui reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WinOui T&Cs.

Kind regards,

Jack

Casino Specialist

www.winoui.com"

Enkä ole tehny ainuttakaan näistä asioista.

Thank you for your reply, Mild. Did the casino specify what was wrong with your documents? Do I understand correctly that this was the only explanation you received? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

There was no further communication from the casino. I only got information about the documents that they were not valid and that I should try another document but that didn't work either. Then my account was closed and that's the only message I've received.

Ei ollut enempää viestintää kasinon välityksellä. Dokumenteista sain vain tietoa että eivät kelpaa ja pitää kokeilla jotain muuta dokumenttia mutta nekään eivät toiminneet. Sitten tilini suljettiinkin ja tuo on ainut viesti mitä olen saanut.

Thank you very much, Mild, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Mild,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WinOui Casino representative to join this conversation and participate in resolving this complaint.

Dear WinOui Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 Mild,

I am in contact with the casino representative outside of the complaint, and I can confirm they are willing to cooperate. Let's hope they will respond here as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello Mild,

I am still in contact with the casino representative outside of the complaint thread. I am trying to gather some additional information regarding the case. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello,

Why can't the casino speak openly here?

Hei,

Miksei kasino voi puhua täällä avoimesti?

Hello Mild,

The casino's policy is that they do not respond to public threads. That's why I have to communicate with them outside of the complaint thread. Could you provide us with the identity documents you have provided to the casino? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hi, I sent you the documents by email that I had previously sent to the casino.

Hei, Lähetin dokumentit sinulle sähköpostiin mitä olin lähettänyt aikaisemmin kasinolle.

Hello Mild,

Thank you for your response and the documents you have provided.

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (CGA) and submit a complaint directly to the regulator (https://www.gamingcontrolcuracao.org/contact).

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru