Winsane Casino - Обліковий запис гравця було закрито після самовиключення.

Hello,

On the site in question, I had about 4000 euros after depositing around 1000. I contacted support both through the website and via email to report that I was unable to withdraw. As soon as I mentioned in the chat that I have a gambling addiction and am self-excluded from many casinos licensed in Curacao, they canceled my account and neither paid me my winnings nor refunded my deposits.

Please help me, thank you

Buongiorno,

sul sito in questione avevo circa 4000 euro a fronte di un versamento di circa 1000. Ho scritto sia all'assistenza sia via mail per segnalare che non riuscivo a prelevare. Appena ho menzionato via chat che ero ludopatico e autoescluso su tanti casino con licenza Curacao, hanno cancellato la mia utenza e non mi hanno ne pagato le mie vincite e neanche restituito i miei versamenti.

Aiutatemi grazie

Dear filippo00000,

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

Could you please clear any contradicting information compared to your previous complaint found here: https://casino.guru/winsane-casino-player-s-account-remains-active-despite

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

• Are there any winnings withheld on your casino account?
• How much is the disputed amount?
• Could you please provide a clear time frame for key events?
• Could you please provide supporting evidence for your claims? My email is tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear filippo00000,

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.

We've reopened this complaint at the request of filippo00000. We would like to allow this case one more chance to be resolved.

Dear Filippo00000,

I apologize for overlooking the message you provided earlier:

Attached is the email where I say I can't withdraw, the next day not only they didn't respond but they closed my account. I had about 4000 euros in the account.

Thank you

We’ve reopened this complaint at the request of filippo00000. We would like to allow this case one more chance to be resolved.

Dear filippo00000,

I apologize for overlooking the message you provided earlier:

In allegato la mail dove dico che non riesco a prelevare, dal giorno dopo non solo non hanno risposto ma hanno chiuso la mia utenza. Avevo circa 4000 euro sul conto.

Grazie 

Dear Filippo00000,

In your response I overlooked earlier you said you contacted the casino.

• Do I understand correctly you contacted them on August 13th regarding your withdrawal?
• When did you contact the casino to self-exclude your account?
• Why your previous complaint was for 600€ only if your 4000€ withdrawal was withheld as well, please?
• If you have saved any email communication, or chat communication between you and the casino regarding your withdrawal and self-exclusion, please forward it to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi 600 was the deposit, 4000 the winnings. They closed it when I threatened legal action in chat because I am a compulsive gambler and they did not allow me to withdraw

Ciao 600 era il versamento, 4000 la vincita. Lo hanno chiuso nel momento in cui ho minacciato azioni legali in chat in quanto sono ludopatico e loro non mi permettevano il prelievo