Wintomato Casino - Баланс гравця був скоригований без пояснення причин.

On feb 1st, Wintomato made two manual ''adjustments'' to my balance, one of 500.27$ usdt and one of 638$ usdt. See screenshot attached for proof.

After talking to livechat, they confirmed me that these adjustments were NOT withdraws but actually made by the casino team itself. The person on livechat was unable to tell me the reason of the adjustments and said an admin would inform me via email in a few hours. It has been 3 days and I still haven't been contacted.

Dear basedschalke,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've experienced with Wintomato regarding the manual adjustments made to your balance.

To assist you further and gain clarity on the situation, could you please provide additional details? Specifically, we would like to know:

• Did you receive any prior notifications or explanations from Wintomato regarding the manual adjustments made to your balance?
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

Could you share any relevant communication or documentation regarding your interactions with Wintomato, such as chat transcripts or screenshots?

Your cooperation in providing these details will greatly assist us in investigating and working towards a resolution. If you have any relevant communication or documentation, please feel free to forward it to petronela.k@casino.guru for our review.

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,

Petronela

Hello, I have not received ANY explanations from Wintomato for the adjustments. I have not played with any bonus money at all. I have only wagered on sportsbetting, which I know is not the focus of your website, but all my sports bets have been settled correctly. I do not think the adjustments are related to my sports bets.

I do not have any chats transcripts because they do not save old conversations or send email transcripts on their website. I can start a new conversation on livechat if that would help.

Hello, after discussing further with the support team, my balance was finally adjusted back to the correct amount!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, basedschalke, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru