WWIN Casino - A conta do jogador foi encerrada.

Hello,

A few days ago, I opened an account at this casino, used the app to upload my driver's license for verification, and played in the meantime. I got so frustrated that I closed my account. After 2 days, I wanted to check if my account was still active, so I logged in again and was surprised that it was possible. I then uploaded €20 through Aircash intending to play, only to be notified that my account was blocked.

Best regards, Haldun

Hallo,

ich habe vor einpaar Tage bei diesem Casino ein Account eröffnet, dann über die App für die Verifizierung meinen Führerschein hochgeladen, ich habe in der Zwischenzeit gespielt. Ich war so frustriert das ich mein Account geschlossen habe. Nach 2 Tagen wollte ich wissen ob mein Account noch Aktiv ist und habe mich wieder angemeldet, ich war erstaunt das es möglich war. Ich habe dann über Aircash 20€ Hochgeladen und wollte spielen, erst dann kam die Meldung das mein Account gesperrt ist.

Lg Haldun

Dear Harry6699,

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.

• Do I understand correctly that you didn't manage to place any bets after you deposited?
• Could you please advise if you received any confirmation regarding successful verification?
• Did you activate any bonuses on top of your deposit?

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,

Kristina

Hello Kristina,

thank you for the feedback.

Answer to the first question: After I had tried several times in vain to verify my account, I was so frustrated that I blocked it myself. Two days later I wanted to check whether the block was actually active. I entered my login details and had access to my account again. I then deposited €20 via Aircash and wanted to play a slot game. Only then was I shown that my account was blocked. I then transferred the €20 back to my Aircash account, but the amount has not arrived to this day.

Answer to the 2nd question: Unfortunately, I have not yet received confirmation of successful verification.

Answer to the 3rd question: No, I have not activated any bonuses.

Best regards

Harry6699

4o

Hallo Kristina,

vielen Dank für die Rückmeldung.

Antwort auf die 1. Frage: Nachdem ich mehrfach vergeblich versucht hatte, meinen Account zu verifizieren, war ich so frustriert, dass ich ihn selbst gesperrt habe. Zwei Tage später wollte ich prüfen, ob die Sperre tatsächlich aktiv ist. Ich habe meine Login-Daten eingegeben und hatte wieder Zugang zu meinem Account. Daraufhin habe ich über Aircash 20 € eingezahlt und wollte ein Slotgame spielen. Erst dann wurde mir angezeigt, dass mein Account gesperrt ist. Ich habe die 20 € daraufhin wieder auf mein Aircash-Konto zurücküberwiesen, aber bis heute ist der Betrag nicht angekommen.

Antwort auf die 2. Frage: Leider habe ich bisher keine Bestätigung über die erfolgreiche Verifizierung erhalten.

Antwort auf die 3. Frage: Nein, ich habe keine Boni aktiviert.

Liebe Grüße

Harry6699

4o

Thank you very much for your reply, Harry6699. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you for your message.

I have already contacted the casino about this problem via their contact form. Unfortunately, I have not received any response yet.

Vielen Dank für Ihre Nachricht.

Ich habe das Casino bereits über deren Kontaktformular zu diesem Problem kontaktiert. Leider habe ich bisher keine Rückmeldung erhalten.

Thank you very much, Harry6699, 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.  

Thank you for your support. I also hope that my problem will be resolved soon.

Vielen Dank für Ihre Unterstützung. Ich hoffe ebenfalls auf eine baldige Lösung meines Anliegens.

Hello Harry6699,

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

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

Dear WWin Casino,  

I would be grateful if you could provide clarification on the decision to delay the closure of the player account until after a deposit was made. Furthermore, I would like to understand why this deposit has not yet been refunded to the player. If there are any additional factors that may have played a role in this situation, I would appreciate your clarification.

I look forward to your prompt response.

Hello Michal,

Thank you for taking my concerns into consideration and looking into the case. I really appreciate your support.

Of course, I agree that you invite WWin Casino for a chat to further clarify the matter.

I look forward to your feedback and thank you for your efforts.

Best regards

Harry6699

Hallo Michal,

vielen Dank, dass Sie sich meinem Anliegen angenommen haben und den Fall prüfen. Ich schätze Ihre Unterstützung sehr.

Selbstverständlich bin ich damit einverstanden, dass Sie das WWin Casino zur Unterhaltung einladen, um die Angelegenheit weiter zu klären.

Ich freue mich auf Ihre Rückmeldung und danke Ihnen für Ihre Bemühungen.

Beste Grüße

Harry6699

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 Harry6699,

I've been informed by the casino team that the issue has been resolved. Your account was verified, and the funds are available either for withdrawal or gameplay.

Can you please confirm that?

Dear Harry6699,

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.

Dear Michal,

Thank you for your message. I hereby confirm that I have been informed by the casino team that the problem has been resolved.

I have checked that my account is verified and the funds are available for withdrawal or play. This is correct.

Thank you very much for processing my request so quickly.

Best regards,

Harry6699

Lieber Michal,

vielen Dank für Ihre Nachricht. Ich bestätige hiermit, dass ich vom Casino-Team über die Behebung des Problems informiert wurde.

Ich habe überprüft, ob mein Konto verifiziert ist und die Mittel zur Auszahlung oder zum Spielen zur Verfügung stehen. Dies ist korrekt.

Vielen Dank für die schnelle Bearbeitung meines Anliegens.

Mit freundlichen Grüßen,

Harry6699

Dear Harry6699,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that your account is open again with the €20 available in your balance. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru