Winstler Casino - El retiro del jugador se retrasa debido a problemas con la cuenta.

they claim that cannot find my account while i am speaking with them into a logged in chat. they escalated the issue saying they cannot see my email. i took all screenshots and alerted them that the amount is significant and if they claim there is no existent account i will ask law enforcement support to understand how this is possible since i have no options left.

please notice that they raised this point when my balance was 38k, now only 21k but i asked to withdraw it.

I am italian, resident of bulgaria.

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Dear caronte,

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.  

• When did you receive notification that your account could not be located?
• Have you had any successful withdrawals in the past?
• Did you pass the KYC verification of your account, 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

in the chat the operator told me this

yesterday I received an email from KYC and I have sent them immediately all documents.

A bit of history: i just registered, I bought a welcome bonus of 175% for 1000 euro and started 2750, reached 38.000 euro on blackjack wagering the turnover expected (110.000euro), I asked to withdraw 30K+ euro, but they claimed my account was not visible.

Meanwhile my balance due to losses (i became incredibly unlucky - hope due to random number generator and not something weird) and moved to 10.000 euro balance. I left 10K withdraw order which i promised myself to not touch given the strange performance above.

Now is only 10K I hope they will pay it without inventing strange things. This would be the first withdrawal.

From the reviews online they seem a nightmare so I am quite concerned to recover the money.

Dear caronte,

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

wrote to the email

Dear caronte,

thank you for your reply and emails.

From the evidence you so kindly provided, it seems the BlackJack you have played while the bonus was active is one of the prohibited games. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Did the casino inform you which game was restricted? If there is any other relevant communication between you and the casino, please forward it to katarina.d@casino.guru. Alternatively, you can post it here.
• Do you have an access to your game history, please? If so, could you please forward it to my email?
• Have you placed bets over the maximum bet limit, please?

Additionally, I have read the terms and conditions and this is the rule I have found:

7.6. Gaming with active bonuses is restricted in the next slots: Black Jack, Cubes 2, Wanted Dead or A Wild, Age Of Conquest, Immortal Romance, Tomb Raider, Cool Wolf, Break Away, 9 Pots of Gold, Wild Turkey, Go bananas, The Wish Master, Lucky Angler, Flowers Christmas Edition, Coins of Egypt, Fortune Rangers, Blood Suckers, Reel Steal, Victorious, King of Slots, Motorhead, Dazzle Me, Jack Hammer, Secrets of Atlantis, Jimi Hendrix, Dead or Alive, Flowers, Gonzo's Quest, Mega Joker, Cash Connection Sizzling Hot, Chicago, Mystery Joker, Rise of Merlin, Book of Dead, Solar Temple, Clover Riches, Madame Destiny Megaways, Big Bass Bonanza, 5 Lions Megaways, Extra Juicy Megaways, The Dog House, Buffalo King Megaways, Gold Train, Beowulf, Sugar Rush, John Hunter and the Tomb of the Scarab Queen, Sweet Bonanza, Extra Juicy, Starlight Princess, Gold Party, Queen of Gold, The Dog House Megaways, Super 7s, Money Train 2, Temple Tumble Megaways, Casino Roulette, Rainbow Riches, Demon Jack 27, Blood Suckers 2, Blackjack, Blackjack Single Deck, Big Bass - Secrets of the Golden Lake, Aviator, Aviatrix, Plinko, Rocketman, Chicken Road, Chicken Road 2, All live casino games as well as sports betting.

Looking forward to your reply,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No, what they claim is wrong.

The bonus which generated the credit allowed live games, I have provided them the image of the bonus which includes 3 icons: live games, slots and sportsbet.

The violation about they talk is a secondary bonus of 300 euro which I lost. ALL the wins were generated in compliance with regulation.

I have forwarded evidence to you

Hello caronte,

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

Dear caronte,

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, Jakub (jakub.m@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,

Katarina

Dear caronte,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Winstler Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 caronte,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo