WINPAY7 Casino - Виграш гравця було анульовано.

Casino rejected and forfeited my winnings from my share bonuses, accused me of illegal betting activity after telling me for hours there was a banking issue and my withdrawal was delayed but they were working on the case due as quickly as possible, on the remarks on my withdrawal rejection form they have stated ‘fake downline’ and also accused me of having multiple accounts link to my IP address

Dear skipsta88,

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, so I can understand the whole situation completely.

• Could you please clarify if you created more than one account at this casino?
• If you didn't, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification?

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,

Kristina

Hi Kristina, no I only created one account with this casino and there is no chance of anyone else in my household or using my ip address that could have created an account.

Thank you for your reply, skipsta88. Could you please advise if you have passed the KYC verification? Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi Kristina yes I passed kyc verification, my winnings were accumulated from playing my share bonuses that I had received for sharing my referral link

Thank you very much, skipsta88, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello skipsta88,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license. These casinos have accused the players of violating rules but were not able to provide any real evidence. Additionally, the casino support has been unhelpful, just like in your situation. Unfortunately, it is uncertain whether we will be able to successfully resolve your complaint. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite WINPAY7 Casino to join the conversation.

Dear WINPAY7 Casino,

Can you please provide more information along with supporting evidence on how the player has allegedly engaged in "fraudulent activity" and how they should have broken your rules?

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.

Dear skipsta88,

I have tried to contact the casino repeatedly but, as expected, had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru