Winpot Casino - Os ganhos e apostas do jogador são confiscados.

They deducted both my bet and my winnings, all conducted with real money. Originally, I had $33,995.60, and $5160 was bet on roulette, all with REAL MONEY, not with bonus money, leaving me with a remainder of $28,835.60 in REAL MONEY. The bet was a winner, but my resulting balance remained at $28,835.60. In other words, my winnings and the $5160 bet disappeared under the excuse that I have active casino bonuses and that the winnings are limited to $2000, which is fine. However, the problem is that real money was used, not the bonus money. Not only did they ignore the winnings, but they also didn't even refund the bet amount, which was with real money. This is an entirely abusive and opportunistic practice. This is the first time I've placed a winning bet and ended up with less money than I had before the bet. I wanted to ask for your support in intervening with this issue. I've attached a Word file with all the evidence of the conversation and their justification, as well as screenshots of the winning bet and my balances.

Me descontaron el monto de mi apuesta y el monto ganado todo hecho con dinero real. Originalmente tenia $33,995.60  se apostaron $5160 en la ruleta todo esto con DINERO REAL no de bono por lo que me quedo un remanente de $28,835.60 de DINERO REAL, la apuesta resulto ganadora pero resulta que me saldo resultante seguia siendo $28,835.60, es decir desaparecieron mis ganacias y el monto de la apuesta de $5160 con el pretexto de que tengo activos bonos de casino y que las ganacias estan limitadas a $2000 lo cual esta perfecto pero el problema es que se uso el dinero real no el del bono y no solo se olvidaron de las ganacias ni si quiera me reintegraron el monto de la apuesta que es con dinero real, siendo una practica totalmente abusiva y ventajosa, es la primera vez que hago una apuesta que resulta ganadora y me quedo con un monto menor que el que tenia antes de tener la apuesta. Queria pedir su apoyo para interceder en este problema. Les anexe un archivo en word con toda la evidencia de la conversacion y la justificacion que ellos me dan y capturas de la apuesta ganada y de mis saldos.

Dear skar97,

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 share your bonus history?

Could you please forward your game history in Excel format with the exact time of the incident to dominika.l@casino.guru? Please request your game history in Excel format from the casino.

Kindly share your communication with the casino too.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, good afternoon, let me see what information I can collect directly from the page because the casino is reluctant to provide a history as requested and as soon as I have the information more organized I will send it to you for review.

Hola buenas tardes perimitame haber que informacion puedo recabar directamente de la pagina porque el casino es renuente a pasar un historial tal cual como lo solicita y en cuanto tenga la informacion mas organizada se los mando para su revision

Dear skar97, I have not received any email from you.

Hello, good afternoon. You know that the casino has blocked my account arguing that I need to update my documents to verify, so I need more time since I cannot access my records.

Hola buenas tardes sabes que el casino tiene bloqueada mi cuenta argumentando que me faltan actualizar mis documentos para verificar por lo que necesito mas tiempo ya que no puedo acceder a mis historiales.

I'm trying to see the records I had but they are not updated.

Estoy tratando de ver los registros que yo tenia pero no estan actualizados

Dear skar97, I still have not received anything from you.

Dear skar97,

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.