Winward Casino - Se ha cerrado la cuenta del jugador.

Hi, make a deposit of 10 euros and win, then I made my first refund request for 250 euros on 1/5/21 and it was denied by a protocol that selects accounts at random supposedly on 1/12/21, that same day day I made another request but this time for 240 euros and on the 19th they tell me that for the 26th they will define my refund.

And what happened today was that I tried to enter my account and they said that it was disabled, and that I contact them by email. Which I do today and they tell me that they closed my account due to various inconsistencies and that the decision is irrevocable.

For which I send an email asking why and what will happen to the money that was in my account if they are going to pay me or not?

So far they have not responded.

I hope you can help me solve this problem.

Buenas realice un deposito de 10 euros y gane , entonces realice mi primera solicitud de reintegro por 250 euros el día 5/1/21 y me la denegaron por una protocolo que selecciona cuentas al azar supuestamente el día 12/1/21, ese mismo día volví a realizar otra solicitud pero está vez por 240 euros y el día 19 me dicen que para el 26 van a definir lo de mi reintegro.

Y lo que ocurrió hoy fue que intento ingresar a mi cuenta y dice que fue deshabilitada , y que me comunique por mail con ellos. Lo cual lo hago hoy y me dicen que cerraron mi cuenta debido a varias inconsistencias y que la decisión es irrevocable.

Para lo cual envío un mail preguntando el porque y que va pasar con el dinero que había en mi cuenta si me o van a pagar o no?

Hasta el momento no respondieron.

Espero me puedan ayudar a solucionar este problema.

Dear Arquinfi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly from the screenshots you attached to this complaint that you passed the KYC? Please, could you specify whether you have accumulated winnings from a bonus play, or with your real money only?

Please forward the relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Good thanks for your help, the winnings you accumulate are real money. Before depositing I did play free spins and bonus money but when I made the deposit I had no bonus credit.

Buenas gracias por su ayuda, las ganancias que acumule son de dinero real. Antes de depositar si jugué giros gratis y dinero de bono pero al realizar el depósito no tenia nada de crédito de bono.

Good a while ago I received this email from the Casino, I send capture.

Buenas hace un rato recibí este mail por parte del Casino, envío captura.

The withdrawal has already been deposited, thank you for your help.

Ya me depositaron el retiro gracias por su ayuda.

Awesome news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.