WinWin Bet Casino - La cuenta del jugador ha sido cerrada.

Hello

Even though I sent them all the documents, they did not give me the money and closed the account.

Dear mohsenmoini1368,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

Did you accumulate your winnings with or without an active bonus?

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

Best regards

Veronika

Hello

Most of my winnings have been in solitaire game and some of my winnings have been in sports.

I played with my own deposit and did not use any bonuses or spins.

Have your documents been successfully approved during the KYC verification?

Could you please specify what types of documents you sent to the casino?

Is there any chance that someone from your household or using the same IP has also created an account in this casino?

Have you used any VPN or IP-masking software to access the casino website?

hello

good afternoon

The documents requested by the casino were ID cards, which I sent. Then they asked me to send a selfie with ID card, which I also sent. After about two hours, I was notified by email that the account was blocked. No one in my family gambles and I have occasionally used Carino via VPN.

Thank you very much, mohsenmoini1368, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you mohsenmoini1368 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinWin Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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

It is very unlikely that they will respond, as a fraudster will never admit to stealing.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of WinWin Bet Casino. We received the following message:

Good afternoon Peter,

We would also like to return with an update regarding this case and provide you with the final outcome.

Following a comprehensive review and further communication within the framework of our cooperation with the player, the player’s deposit was successfully refunded, and the withdrawal process was completed in full accordance with the applicable procedures and internal regulations.

At this stage, all necessary actions related to this matter have been fully completed, and the case is considered resolved.

We sincerely appreciate your patience, understanding, and cooperation throughout the entire process. Our team always aims to ensure that every situation is reviewed carefully, transparently, and fairly.

Should you have any additional questions or require any further clarification, please feel free to reach out to us at any time — we will be more than happy to assist you further.

WinWinBet Team

Dear mohsenmoini1368, can you confirm you received the funds and your issue has been resolved? Thank you in advance!

Dear mohsenmoini1368,

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,
Kristina
Casino.Guru