Winstoria Casino - La cuenta del jugador ha sido bloqueada.

Hello,

Casino disabled my account without naming a reason.

I started playing in Winstoria since April 2024 and got my winning at the beginning of May. Since then I am trying to verify my account. I was asked to send a set of documents. I provided all documents but my selfie was rejected and I was asked to send new one. I prepared new selfie and on 13.06. when I tried to login to my account in order to upload selfie on the profile there appeared a note that account was disabled. After that I sent email to KYC department, attached selfies and asked the reason of blocking my account but I haven't got any reply yet. I sent email to support as well but no response.

Dear calderonmorales030,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winstoria Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Dear calderonmorales030,

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.

Hello,

Sorry for delayed reply.

Casino contacted me and asked to send selfie of better quality. I sent it today. Waiting for their response.

Thank you.

Please let me know if the new selfie you sent was accepted and your withdrawal processed. I'll wait for your reply.

Dear calderonmorales030,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.