WinLegends Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello ! I want to claim after not having an answer or news from the winlegends casino, since I deposited money, played and wanted to withdraw the balance that I had left.

I emphasize that I complied with the terms and conditions of both covering the required balance movement and responding to the verification of my account. This last one was quite a complication. I was asked for a lot of additional documentation to upload to the casino, by email, which I sent in a timely manner. Additionally, I was asked for a verification via video call from Skype, which was in English, despite having informed that I did not speak that language. It was difficult for me to understand and to be understood and they asked me to find a person to translate for me (who responds physically), which I did. When reporting, they reschedule my video call but they never made it.

To date they do not answer my emails, nor did they release the money withdrawn (which is less than the initial deposit).

Hola ! Quiero reclamar tras no tener respuesta ni novedad del casino winlegends, ya que ingresé dinero, jugué y quise retirar el saldo que me quedó.

Remarco que cumplí con los términos y condiciones tanto de cubrir el movimiento de saldo requerido y responder a la verificación de mi cuenta. Está última fue toda una complicación. Se me solicito un montón de documentación adicional a la subida al casino, por email, la cual envié en tiempo y forma. Adicionalmente se me solicito una verificación vía videollamada de skipe, la cual fue en inglés, a pesar de haber informado que no hablaba ese idioma. Me fue dificil entender y que me entiendan y pidieron que consiga una persona que me traduciera (que responda físicamente), la cual conseguí. Al informar, me reprograman la videollamada pero nunca la realizaron. 

Hasta el día de la fecha no responden mis emails, ni me liberaron el dinero retirado (el cual es menor al depósito inicial).

Dear rogabutti,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. However, this seems a little bit too much.

Could you please advise which documents you have already provided and when exactly you sent the last one? Did the casino approve all your documents before making the video call? When was the last time the casino contacted you?

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,

Kristina

Good night! Directly through the platform I uploaded the front and back ID, an invoice in my cable name and the captures of the account through which the balance is charged. While by email I send a selfie with my ID in hand and the casino fund, in addition to again the captures of the account through which I load the balance.

When they asked me for the video call, although I was unable to start a conversation due to the difficulty of the language, I connected with the camera on and my ID in hand. That is to say, my identity was verified more than once.

Buenas noches! Directamente por la plataforma subí DNI frente y dorso, una factura a mí nombre de cable y las capturas de la cuenta mediante la cual cargue el saldo. Mientras que por email envíe una selfie con mí DNI en mano y el fondo del casino, además de nuevamente las capturas de la cuenta mediante la cual cargue el saldo.

Cuando me solicitaron la videollamada, si bien no logré entablar una conversación por la dificultad del idioma, me conecte con cámara encendida y mí DNI en mano. Es decir, se verificó en sobradas veces mí identidad.

Thank you very much, rogabutti, 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.  

Dear rogabutti,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear WinLegends Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good afternoon. I inform that today the casino disabled my account, alluding that I have "an addiction" to the game. I don't know by what logic they allude to that. My user with them is new, I made a single deposit and when I lost some of the money deposited I withdrew. In the event of an addiction, as mentioned, there would have been no money left to withdraw.

On the other hand, as I mentioned, it was my first deposit in the casino, I don't know how they could know about a supposed addiction for a deposit.

I can only think that they are stealing my money.

Buenas tardes. Informo que en el día de hoy el casino deshabilito mí cuenta, aludiendo que tengo "una adicción" al juego. No se bajo que lógica aluden eso. Mí usuario con ellos es nuevo, hice un solo depósito y al perder algo del dinero depositado me retire. En caso de existir una adicción como mencionan no hubiese quedado dinero por retirar.

Por otra parte, tal como mencioné, fue mí primer depósito en el casino, no sé cómo podrían saber de una supuesta adicción por un depósito.

No me queda más que pensar que me están robando mí dinero.

Dear Stefan,

We have reviewed the complaint of player ROGA22 in detail.

Here are the details of the player's account 

1) Player deposited his account twice from the prepaid card (10000ARS + 10000ARS) and once from a wallet USDT (4961ARS).

2)Player ROGA22 on 2023-04-20 applied for withdrawal of 24000 ARS to USDT purse.

3) On 2023-04-20 Finance Department requested documents to verify the account.

3) On 2023-04-21 the Risk department requested the player to pass the video verification via Skype according to the paragraph of the rules:

2.5.1 In some cases, Risk WinLegends Casino Department has the right to request video verification from the player via Skype.

- If the player does not pass the verification procedure by calling Skype at an agreed time with the representative of the Risk Department, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.

The player has provided all the requested documents to verify the account, but could not pass the video verification, as he does not speak English.

Risk Department of the casino conceded the player and canceled the requirement for mandatory video verification through Skype.

On 2023-04-26, an additional verification of player ROGA22's account was initiated based on suspicious activity on the player's account.

The additional verification was initiated according to the rule item: 

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

Player ROGA22 was notified about additional verification by e-mail to his e-mail ro*****ti@gmail.com which he specified when registering his account.

2023-05-22 having studied the history of the client's game Risk Department found the following:

According to the regulations of our casino to withdraw funds the client must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player ROGA22 were wagered in Evolution Roulette games with maximum betting returns. (All betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), with the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made exactly this way.

2) Player ROGA22 made a deposit with a prepaid card and withdrawal of funds requested on the crypto wallet. 

We have every reason to assert a violation of AML policy, which grossly violates the regulations of the project.

Based on these findings, the Casino Risk Department has ruled that the player purposefully carried out all actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

2023-05-22 player account ROGA22 was closed without the right to open and the balance was canceled due to violations of the rules of our casino, according to paragraph rules:

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

2023-05-22 An email was sent to the player with detailed information about the reason for closing his account to his email ro*****ti@gmail.com.

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and are not hidden from anyone.

Best regards.

Winlegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for your response and the information provided.

Could you please provide us with the player's transaction history? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

Additional information has been sent to the email address that you provided at stefan.m@casino.guru.

Please review it.

Best regards.

Winlegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for the provided information.

Could you provide us with the player's game log? So we can have a closer look at the gameplay.

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

The game log has been sent to the email address that you specified, at: stefan.m@casino.guru.

Please review it.

Best regards.

Winlegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for your response and the provided evidence. I will review the game log and come back to you.

Thank you very much for your patience.

Kind regards,

Stefan

Dear rogabutti,

Due to the absence of my colleague, I'm now taking over your complaint. I'm sorry about the delay caused.

Let me contact the casino once again in order to investigate the matter.

Dear WinLegends Casino,

I kindly ask you to forward all relevant evidence regarding the case to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Dear Tomas,

All additional information has been sent to the email address you indicated, at: stefan.m@casino.guru.

Best regards.

Winlegends Casino Risk Department.

Dear rogabutti,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.

However, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, WinLegends Casino, for providing information and for your cooperation.

Best regards,

Tomas