WinLegends Casino - Обліковий запис гравця заблоковано.

Hello, after several months depositing and withdrawing, I was blocked without any justification.I have always played multiple slots, I have won and I have lost. I cannot enter the account and support does not respond.

Dear morajuan493,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

When exactly has your account been blocked?

When was the last time you spoke to the casino and what was it about? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

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

Best regards,

Veronika

Good morning, thanks for the quick response. The account has been blocked for 4 or 5 days. The last conversation was because I asked how much I had bet, just that. A reason for blocking was never communicated.

Thank you very much, morajuan493, 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 resolved to your satisfaction in the near future.

Hello there,

Thank you morajuan493 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

Dear Peter,

We provide details about the player's account MORAJUAN493

1)Player deposited game account 2023-06-25 from astropay (90000ARS + 10000ARS).

2) Player MORAJUAN493 2023-06-25 has applied for withdrawal of funds to USDT wallet 93380 ARS.

On 2023-06-25 , an additional verification was initiated on player PLAYER1075758 account based on suspicious activity on the player's account.

The additional check was initiated according to the rule item: 

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

2023-06-27 having studied the entire history of the client Risk Department found the following:

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

1) All deposits of player MORAJUAN493 were won making low bets in slots with high volatility. All the player's actions were aimed only at wagering the deposits made (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), and more than 95% of customer bets were made in this way.

2) The player MORAJUAN493 made a deposit with a prepaid card, but he requested the withdrawal of funds to a crypto-wallet. 

We have every reason to claim a violation of AML policy, in flagrant violation of project rules.

Based on these findings, the Casino Risk Department ruled that the player purposefully carried out all the 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.

On 2023-06-27, player MORAJUAN493 account was closed without the right of the opening and the balance was canceled, due to violations of our casino rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breaching 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.

2023-06-26 An email with detailed information about the reason for account closing was sent to the player's e-mail morajuan493@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.

There are many errors, my bets were made in slots of different volatilities. Whether it is high, medium or low, it can be verified in the total betting report. My bets were made to win or withdraw with the least percentage of loss, if not It was a good day. In that last withdrawal attempt, I had won and I lost again, it can be corroborated in the report, it is more than clear that it is random. My deposit was made by a virtual wallet and the withdrawal attempt is by cryptocurrency, because it is the only option that the casino allows me. Money laundering, is the act of turning illegal money into legal through the casino, here my money goes of "blank" money, the act of laundering money would be the other way around, therefore it is an error. It is totally a lie that they have contacted me through support to clarify the blockade. I demand screenshots that corroborate that they have communicated with me. I have been playing for months without problems, I have won and I have lost. I would appreciate a reasonable solution, they just seem like excuses to keep my money.

Dear morajuan493,

The decision to close your account was made based on a detailed check of all activities on your account. If necessary, we can provide all necessary evidence regarding your violation of our casino rules to the administration of the forum.

Best regards.

Winlegends Casino Risk Department.

Dear Winlegends Casino Risk Department, we would appreciate it if you could please provide all the evidence regarding the player's violation of your casino rules.

Thank you in advance!

Dear Peter,

Please provide an e-mail address to which we can send additional data containing information regarding the facts of the player's violation of our casino rules.

Best regards.

Winlegends Casino Risk Department.

Please send all the evidence to my email (peter.c@casino.guru).

Thank you in advance!

Dear Peter,

The additional information has been sent to the email that you provided.

Best regards.

Winlegends Casino Risk Department.

Thanks

I apologize for the long wait but the casino representative has stopped responding to our messages, subsequently, we are unable to investigate further. We will give the casino 7 days to respond, if they fail to do so we will have to close this complaint as unresolved which may negatively affect their rating.

Thank you for your understanding!

Dear Peter,

The additional information has been sent to the email that you provided: peter.c@casino.guru.

Please review it.

Best regards.

Winlegends Casino Risk Department.

I reviewed the information as soon as I got it and, we have also discussed this and other complaints for your casinos with my colleagues and came to the conclusion that each of the complaints should be reviewed separately. I have contacted your casino representative on Skype asking to clear some things up but I am yet to receive an answer from them which is surprising as they were very active and willing to cooperate before. It has been a week since I contacted them to no avail, which is why I have set up a timer for your response. I will respond to your email with the questions about this case so we can resolve this.

Thank you in advance!

Dear morajuan493, I have discussed your complaint with both my colleagues and the casino representative and we have come to a conclusion. The casino has supplied us with sufficient evidence of obvious AML violations as this was not a gambling behavior from your account. Due to this, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.