Villento Casino - Рахунок гравця закрито, а виграш конфісковано.

Hi Casino.Guru,

i open account few months ago at Villento casino and deposit in there casino group over 4000euro, last week i finally won there at slots playing with bonus with max bet 24% of bonus,i play by the rules sent my documents and they where approved ,after waiting to get paid casino locked my account and told me via email-Your accounts have been closed due to a breach of casino Terms and Conditions.

Any balances relating to the account are void and confiscated.

For more information regarding this, please refer to https://www.villento.com/en/terms/

they didn't specific which rule or anything else.

can you please help me get my winnings back to me ?!

this is ridiculous the way this casino treat me.

Thanks in advance!

Y. D.

Dear dinayossee,

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

Am I correct in understanding that all your identity documents, including your ID, proof of address, and proof of payment were verified by the casino without any problem, and they are not the reason why your account was blocked?

Was your account in Villento Casino blocked only, or were you blocked from all casinos belonging to the same group?

Have you contacted customer support to ask them for more information about the reason your account was blocked?

Did you make any successful withdrawals from this casino before?

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

Hi,

my identity documents was approved and i don't know what is the reason for this issue.

yes i am blocked from all the casino group members.

i have contact the RiskManagement and you can see the replay in the compliant-Your accounts have been closed due to a breach of casino Terms and Conditions. 

Any balances relating to the account are void and confiscated.

For more information regarding this, please refer to https://www.villento.com/en/terms/.

i did not make any successful withdrawals before this request.

Regards,

Yossi

Thank you very much, dinayosee, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear dinayosee,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Villento Casino to join the conversation.

Dear Villento Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Hi Michal

Is there a reason why you are inviting Stake Casino to join the conversation?

I'm sorry, Villento Casino. I mistakenly wrote Stake Casino instead of Villento Casino. I have corrected it in the meantime.

Can you please provide details regarding the closure of the player's account?

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.

Hi Michal

I see. Please refer this player to ecogra. Thanks.

Dear dinayosee,

While we would have liked to resolve the matter within our forum, we cannot fault the casino for referring your complaint to their official Alternative Dispute Resolution service.

I can only advise you to submit your complaint to eCOGRA as the Villento Casino official Alternative Dispute resolution (ADR) entity via email (https://ecogra.org/contact-us/), or via their eCogra Dispute Form (https://ecogra.org/alternative-dispute-resolution/).

Unfortunately, there is no other way for us to assist you with this case.

Please let me know once you do so and how they have responded at michal.k@casino.guru

Sorry, but I don't consider eCOGRA to be an honest mediator. After researching online and reading about other players' cases, I believe it's unfair for the casino not only to refuse payment but also to dictate where I can file a complaint. This is absurd.

Dear dinayosee,  

I understand your concerns. While we would prefer to address your complaint directly within our forum, it is important to note that the casino is within its rights to escalate your issue to their designated Alternative Dispute Resolution service. eCOGRA, as the official ADR entity for Villento Casino, is clearly outlined in the terms and conditions you accepted. Therefore, the casino is justified in referring your complaint to eCOGRA for resolution. As previously stated, we are unable to provide further assistance in this situation. You are certainly welcome to choose not to pursue your case with them; however, I must inform you that I will have to close this complaint as rejected.

Please let me know what your preferred option is for these two.

Dear dinayosee,

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.

Hi,

you leaving me with no choice to complain via eCOGRA even if i don't like this as at all.

Regards,

Yossi

Dear dinayosee,  

I understand your concerns. Unfortunately, the only option available in escalating your case is as previously stated. As I mentioned earlier, eCOGRA serves as the official Alternative Dispute Resolution (ADR) entity for Villento Casino, a fact that is explicitly detailed in the terms and conditions you agreed to. Consequently, the casino is within its rights to direct your complaint to eCOGRA for further resolution if you feel that the casino team has not adequately addressed your issue.

eCOGRA serves as a certified alternative dispute resolution service for numerous casinos, with its decisions being binding for those establishments.

Please let me know once you submit your complaint with them including any confirmation email and I will proceed to classify this complaint accordingly.

Hi,

Dispute was claim today.

Regards

Yossi

Dear dinayosee,

Please send me any screenshots or confirmation emails from eCOGRA indicating that they have acknowledged your complaint and are addressing it. This information will assist us in monitoring your case effectively. I will later proceed to classify this complaint accordingly.

Hi,

where to send it?

Dear dinayosee,

Please forward any communication from eCOGRA to me at michal.k@casino.guru

Thank you.

email sent please check

Dear dinayosee,  

Thank you for your message. I will now move forward with temporarily closing this complaint under the status of "awaiting the regulator's decision." Please keep me updated on any important developments or the outcome of eCOGRA's decision at michal.k@casino.guru

Dear dinayosee,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear dinayosee,  

As we have not received a response from you regarding eCOGRA's decision, we must unfortunately proceed to close this case as rejected. We regret that we could not assist you further in this matter, but please do not hesitate to contact us if you face any issues with this or any other casino in the future. We will try our best to help.

Regards,

Michal

Casino Guru

We have been informed by the casino that eCOGRA, the official Alternative Dispute Resolution Service (ADR) for Villento Casino, has decided the player complaint in the operator's (Villento Casino) favour. It was found that the casino team had acted in accordance with their established rules. Due to that reason, I have no choice but to close your complaint as rejected.

I appreciate your understanding and cooperation throughout this process, dinayosee and I regret that I couldn’t provide a more favourable outcome in this case. If you experience any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We will try our best to help.

Best Regards,

Michal

Casino Guru