Winstler Casino - Os ganhos dos jogadores estão sendo confiscados pelo cassino.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winstler Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• When did you pass the full KYC verification?  
• Did you use the same withdrawal method as the deposit method?
• Have you attempted to contact their support team to clarify what specific terms you breached according to them?

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,

Natalia

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Stay safe.

Dear Natalia,

Thank you for your response. Please find below the requested details regarding my issue with Winstler Casino:

Games played: Only live blackjack (Vivo Gaming). No bonus was received.

Deposit and verification method: I made two deposits using two different Mastercards on 27.08.2025 (€210 and €290) and completed the full KYC verification on 02.09.2025.

Withdrawal attempts:

First attempt: 27.08.2025 for €1,000, with an email stating I need to complete the KYC process to release the funds.

Subsequent attempts: 28.08.2025, 03.09.2025, and 04.09.2025 for €1,000 each. None of these requests were processed.

I had four withdrawal requests of €1,000 each, plus an amount of €15,000 remaining in my account. All requests were made via bank transfer.

Communication with support: I contacted Winstler Casino support via email on 06.09.2025, but the issue remains unresolved.

Additionally, I received the following response from the casino today:

"Upon a routine review, we have identified certain discrepancies that, unfortunately, necessitate the closure of your account. We understand that this may be unexpected news, and we want to assure you that this decision was made after careful consideration and in accordance with our policies, which all players agree to upon registration."

I have photos of my deposits, withdrawals, KYC verification, and communication through email with the casino for reference.Can i send them by email because it does not allow me to attach them here.

I hope this information helps in reviewing my complaint and resolving the issue promptly.

Thank you very much for your support.

Best regards,

Emmanouil Kardamilakis

Dear Natalia,

Kindly be informed that i have already send you the supporting documents to the email address listed on your profile.Please confirm if you have received them.

Thank you!

Thank you very much 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 Manolis96,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

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

Dear Winstler Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and confiscation of their winnings. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via MS Teams or at michal.k@casino.guru

Hello,

I would like to inform you that Winstler Casino has also stopped responding to my emails. There has been no communication from them since 08.09.25.

Thank you for continuing to assist me with this case.

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 Manolis96,

Thank you for your recent email. I am pleased to hear that the casino team has at least refunded your deposit. I have only received a very brief reply from them indicating that your case is under review, but that is essentially all the information I have. There has been no additional communication from them at this time. I have once again contacted them and made it clear that if there is no reasonable progress or explanation before the deadline expires, your complaint will be marked as unresolved, which could adversely impact their Winstler Casino rating. I hope this will motivate them to improve their communication.

Hello Michal,

I have so far received €290 back from my deposits, but the remaining €210 is still pending.

My main concern remains my winnings, which are being withheld without any valid reason. The casino sent me the same response — that my case is "under review" — but again they did not specify any timeframe for a resolution.

Thank you for your support.

Dear Manolis96,

I have made several attempts to reach out to the casino, but as previously stated, aside from the very short reply from them indicating that your case is currently under review, there has been no further communication whatsoever. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might 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.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its validator, most likely in an attempt to prevent players from escalating their complaints further.

Although Winstler Casino appear to currently hold a valid license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Rabocse SRL) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. As mentioned previously, I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru