Wintopia Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Hi,

I won at this casino a month ago, completed KYC, and they paid me the first 500 euros. However, they then closed my account out of nowhere and claimed that my winnings were in violation of their terms. I believe I did nothing wrong. Can you please help me retrieve my money and provide an explanation for why my account was closed?

Thank you in advance for your time and assistance.

Dear captain1,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing.

To better understand the situation and assist you effectively, could you please provide answers to the following questions:

• What specific communication did you receive from the casino regarding the closure of your account? Can you provide any details about the terms they claimed you violated?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi i received an email from them stating that i violated terms and conditions. They mentioned 14.5, 14.6 and 14.8 sections of their terms. I only played panda luck game and won without a bonus. I don’t understand why my account was closed, especially since this was my first time playing and creating an account at their casino.

I have checked the rules mentioned by the casino in their Terms and Conditions, and this is what I found:

CLOSURE AND TERMINATION BY US

14.5. Wintopia in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account. In the event of any such termination by us we shall as soon as reasonably practicable following a request by You, refund the balance of Your Account.

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which damaged us or any other Third side, the balance of Your Account will be non-refundable and deemed to be forfeited.

14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- there were the strong reasons to believe, that you have disguised / interfered / taken steps to disguise or interfere in any way with the IP address of any Device used to access our Site.

- we have a reasonable ground to suspect that the Account Holder used forged documents (photos, scanned documents, screenshots etc.) during the verification process or in any another moment the Agreement is active;

- you are suspected by us in bonus abusing or just in making an attempt of bonus abusing (on your own or as a part of a colluded group);

- you are suspected in any fraudulent, collusive, fixing or other illegal activities regarding or any other Third parties;

- we have a strong reason to believe that you use any software-assisted methods or techniques or hardware devices during your gambler / gaming process with using the services provided

Is there any possibility that someone from your household or using the same device or IP as you also created an account at this casino?

Have you used any VPN or IP-masking software while accessing the casino website?

Hi,

I’d like to clarify that I only have one account with this casino, and I am the only person using it. There has been no tampering with my IP, and I haven’t used a VPN. However, if I had used a VPN, it’s worth noting that the casino’s policy allows for this.

I’m also confused about the claim that I abused any bonuses. I have not used any bonuses in their casino, so I’m unsure how this allegation has come up. I’ve provided all requested documents, including valid bank statements and pictures of my own documents, to verify my identity.

Thank you very much, captain1, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello captain1,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Wintopia Casino to join the conversation.

Dear Wintopia Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Thank you for all your messages and the provided evidence, Wintopia Casino team.

Dear captain1,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in close succession linked with the same IPs, some account information and the same or strikingly similar gameplay behaviour. All of the accounts used the same payment method, deposited the same or very similar deposits, took advantage of the same bonuses, and placed the same or very similar bets in similar games, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru