Wintomato Casino - Гравця звинуватили у відкритті кількох акаунтів.

hi, i made two fays ago deposit with first bonus. loosed it. then today i made deposit about 400 usd (in doge coins). I played and when i entered wagering requirment i see that it is passed. made withdraw. Then i see after 3-4-5 hours that withdraw not confrimed, i asked into chat, then they block my account with reason multiaccounting. Please help to resolve this situation

i have this screenshot because live chat asked me to make my withdraw screenshot.

Dear 23tomatik23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

hi, i asked this casino to get chat histoty (from live chat). They answered that okay, you can get it, write into our email. I wrote, but no any answer from theirs side. I use my email only from my phone and from my notebook, which was used only by me. From my ip i do not know, in our country ip changes after any time passed. Or i will go to place where i do not have 4g or when i go to sleep and choose airplane mode. I do not know about ip. About mail and pc i can say 100%, No one do not have access to my email or my notebook. When i registred i made email verification, then after i won money, they said that i use many accounts to get many deposits bonuses. They asked me to sent photo where they can see, my passport, me face and paper win "65423ToMatoWin76", a made this selfie, and verification was passed. But they confiscated winnings.

Casino said to me in chat, that accounts was registred from from my device and (this i do not understand, better asked casino) that the owner of provider which send crypto was same(or something like this). I do not know about crypto, i do not understand anything in this. I buyed crypto with my visa card. I picked my buy, then was 3 or 4 providers, i picked where was "Best deal".

Thank you very much, 23tomatik23, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hope casino will answer something, when i ask them to asnwer, they say go to email, and then ignore me

Hello, 23tomatik23,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wintomato Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wintomato Casino Team,

Thank you for your earlier reply with the explanation via email directed to Petronela.

However, if we are talking about a breach of the casino's Terms and Conditions, is the casino able to support its decision with relevant evidence?

Please note that only an explanation is not considered sufficient evidence.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Dear 23tomatik23,

I was in contact with the casino recently. However, I requested further details and data to support its claims. Currently, I am waiting for the casino's reply.

In the meantime, allow me to ask you a question.

Can you please explain how is it possible that there is another account in the casino that used the same IP/internet connection as you and also used the same welcome bonus offer?

Hi Branislav. I can not expain something about it. At this site I registred only my account with only my email. I do not have any other emails.

Alright, thank you for your reply.

Dear Wintomato Casino Team,

Could you please look at my last email and provide me with the requested details and answers?

Looking forward to hearing from you.

Dear 23tomatik23,

I have been provided with some of the details requested, but not enough for us to sufficiently investigate the case.

Therefore, I replied to the casino and asked for the rest of the requested information and data.

Dear Wintomato Casino team,

Can you please look at my last email and provide me with the requested answers and evidence?

According to our policy we have the right to cancel the bonus if the user had been engaged in multi account creation and bonus farming process, the user had been creating multiple accounts and we identified several of them, after identification we canceled the bonus amount and bonus related profit, the account had not been blocked; If details (account names, IP addresses) are needed we will provide all needed documents and multi account evidences;

Regards

WTM

I won not from bonus money, but from main balance, The bonus was in USDT, and main deposit in another crypto currency. And i won about 90000 doge coins from main balance. So do not write that you confiscated winning from bonus! You confiscate winning from main balance! And i do not have any other account, i wait for casino guru answer!

Greetings all,

I am sorry for the delay.

Dear Wintomato Casino team,

Thank you for your email and the additional data. However, we would need some more details and evidence regarding the casino's claims. Please, check my last and the previous email sent on March 15, 2023, and if possible, provide me with all the requested answers and information.

Month passed, how long casino will try to waste time with evidence. I hope the representative of Casino Guru will take appropriate action on this matter.

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.

Wintomato fully ignore this question. I think i loosed way to return something from my winnings 🙁

Your non-bonus win had recently been paid to you;

Regarding the bonus cancelation, our position is unchanged ! The evidence we have is solid and indicates your bonus farming activity with multi accounts, which gives us right to cancel the bonus and bonus related profits;

Yes, but you can not sent Casino Guru any evidence, so you steal all my winnings without like you said "SOLID" reason. I hope Casino Guru will review GOOD REPUTATION of your casino.

like said Branislav, "unresolved" complaint and review of your reputation.

Dear Wintomato Casino team,

Although the evidence could be solid, you have not provided me with all of the requested data.

Please, look at my last email regarding this complaint, and provide me with the requested answers, data, and details.

Thank you for understanding. Looking forward to hearing from you.

Hello,

Our team is preparing the extra evidence and will provide soon;

Regards

WTM

i registred at your site with my email, where possible to see my name and my surname. Then at verification i provided same infrormation. How may be possible that i use multiaccount?

Dear Wintomato Casino Team,

Thank you for the update.

Feel free to send me all the requested details and evidence to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

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 23tomatik23,

Unfortunately, since we have not received any of the further requested relevant evidence from the casino regarding its decision (my last email was sent on April 18, 2023, but the casino provided me with just an explanation again) and the casino's representatives failed to respond, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your issue resolved - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please, let me know about it at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. I sincerely believe the casino will use this option. But reconsideration on our side will also depend on the provided data and details.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the fact the casino contacted us recently and was able to provide us with all the requested data and details supporting the casino representative’s claims above, we decided to reopen and update the complaint.

Dear 23tomatik23,

After gathering and thorough reviewing of all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions – there are reasonable grounds to believe that we are talking about the use of multiple accounts by one person, which is strictly prohibited in online casinos, and bonus abuse. Since the data shows that the owner of these accounts tried to avoid the connection of the accounts being discovered by the casino, for understandable reasons, we will not disclose the details and matches found. It would be very difficult to prove anything else. We accept the casino’s decision to confiscate the disputed winnings.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino, if you have not done it yet. In case of any questions or news from the regulator, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Wintomato Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru