Winstoria Casino - La cuenta del jugador fue cerrada.

They say that I have multiple accounts, and have closed one and opened another.

The account they say I have opened is not mine. And in my bankstatement I have no deposits made to the site as they claim that I have done.

So they blocked me, and withdrew my winnings claim.

Hello Mats,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winstoria Casino. Please allow me to ask you a few more question before we would move forward.

How long have you been playing in the casino? How much did you deposit into the casino and what was your balance when they closed your account? Did they send any proof of the multiple accounts?

Looking forward to your answer.

Regards,

Nick

I had played on their site to and from for a week basically on one and the same account. I made several deposits in varying amounts, at most 50 euros.

I had 400 euros in the account when I requested withdrawals, but they constantly messed up from the start with what kind of info they wanted. Even though they received all the info they requested, new or alternate info was constantly required.

They did not send proof of the other account, which they also said I used the same deposit method on, which is not true as I have no transactions on the date they claim my "other account" was created.

Jag hade spelat på deras sida till och från under en veckas tid i princip på ett och samma konto. Jag gjorde flertal insättningar på varierande mängd, som mest 50 euro.

Jag hade 400 euro på kontot när jag begärde uttag, men de strulade konstant från start med vad för info de ville ha. Även fast de fick all info de begärde så krävdes ständigt nytt eller alternerad info.

De skickade inte bevis på det andra kontot, som de även sa att jag använt samma insättningsmetod på, vilket ej stämmer då jag inte har några transaktioner de datumet de påstår att mitt "andra konto" skapats.

Thank you Mats for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mats,

I will assist you with the complaint from now on. We would like to invite the representatives of Winstoria Casino in order to provide us with an explanation of the situation.

Winstoria Casino, could you provide us with proof the player opened multiple accounts and/or used the same payment method to fund the two accounts to my email at tomas@casino.guru Thanks in advance!

Hello all,

please note I edited the last two posts because they contained some sensitive information.

Thanks to the Winstoria Casino for the explanation. I would like to ask you to provide us with evidence of your claims that the same deposit method was used for both accounts. Please send it to my email address at tomas@casino.guru

Dear Tomas

We inform you that the detailed facts about the player's violation of casino rules were sent to the e-mail address that you indicated.

Hello all,

Thank you, Winstoria Casino, for providing the required evidence.

Mats,

The evidence confirms what the casino explains above. There were payments made on two accounts, including yours with the same card. Unless I overlooked something I believe the casino is in the right.

Would you be willing to provide us with the bank statements from the relevant timespan as proof you haven't made any deposits to the casino? Please provide it to my email address tomas@casino.guru Much appreciated!

What dates do you want from?

Vilka datum är det du vill ha ifrån?

Has sent an email where excel extracts have been made. Feel free to let us know if you want a more detailed picture of the bank account where all transactions between the dates are included.

Har skickat ett mail där excelutdrag är gjort. Meddela gärna om du vill ha en mer utförlig bild på bankkontot där alla transaktioner mellan datumen är med.

Dear Mats,

I apologize for the late reply,

Back on Friday, I've sent you a mail requesting more documents. I'll be awaiting your reply.

Hi Thomas! Can you please resend your email, have not received anything

Hej Tomas! Kan du vänligen skicka om ditt mail, har inte fått något

I've resend you the email yesterday to your email address.

Hey! Sitting and checking in my inbox now. But can not find email from dog. Hate checked for junk and spam

Hej! Sitter och kollar i min inkorg nu. Men hittar inget mail från dog. Hat kollat i skräp och spam

Try searching all your emails including the spam folder from tomas@casino.guru Much appreciated!

Thanks to Winstoria casino and Mats for replying to my requests via email.

We will discuss this case internally and will let you know about the result.

Hello all,

I apologize for the late reply. We will need to investigate further. Mats, I requested some additional documents from you via email. Please provide it to my email as soon as you're able. Much appreciated!

Hello,

The casino provided us with evidence that two accounts were funded by the same debit card.

Therefore based on the evidence provided by the casino we are rejecting the complaint as we believe the casino's action was justified.

Mats,

If you don't agree with our conclusion, you can still file a complaint about your issue to the Curacao gaming authority at certria@gaminglicences.com

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Thank you for your understanding.