Winsmania Casino - Os ganhos do jogador desapareceram, o suporte não responde.

Good evening. I am extremely disappointed with this casino. I made my first deposit and was given a welcome bonus. I played for two straight days and managed to accumulate a sum of 5840. However, last night, the system did not allow me to play anymore. It displayed that I had reached a limit, even though I had not set any limits at all. To make matters worse, I logged into my account today to find that my balance is 0. The money that was in my account just a day ago is now non-existent. I had sent all the necessary documents for account verification and have yet to receive any response. Speaking to customer service also proved to be fruitless as they could not provide any explanations. The only advice I got was to send a message to Support@winsmania.com. I did send a message but have not received any response. I am desperately in need of your assistance to resolve this issue with the casino. Unfortunately, this problem seems to be common in many casinos - they fail to pay out winnings. I am anxiously waiting for a response. Thank you very much.

Καλησπέρα σας είμαι πολύ απογοητευμένη από το καζίνο ε κάνα την πρώτη μου κατάθεση καί μου δώσανε και ένα μπόνους το welcome bonous και ε πεζά διό μέρες συνεχώς και ε φτασα σε ένα καλό πόσο που είναι 5840 έκθες το βράδυ οπός στιχιματησο δεν με άφηνε το σύστημα να πεζω μου ε γράφε ότι έχω φτάσει το όριο ενό δεν είχαι βάλει καθόλου όρια τέλος παντον και Μπένο σήμερα στο λογαριασμό μου και το υπόλοιπο μου είναι 0.δεν ειπαρχουμ τα χρήματα στο λογαριασμό μου πριν μια μέρα εστιλα όλα τα έγγραφα που χρειάζεται για την επαλήθευση του λογαριασμού μου δεν έχω λάβει καμια απάντηση και μιλάω με την εξέπερετησει πελατών και δεν μου εξηγούν τηποτα το μόνο που μου λένε να στήλο μήνυμα στο Support@winsmania .com ε στηλα μήνυμα και δεν έχω πάρει καμία απάντηση σας παρακαλώ πολύ θέλω την βοήθεια σας δεν μπορώ να βρίσκω άκρη με αυτό το καζίνο δυστυχώς έχουμε σε πολλά αλά καζίνα αφτο το πρωβλιμα κερδίζουμε χρήματα και δεν μας τα δίνουν περημενω μια απάντηση ευχαριστώ πολύ

Hello rina123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winsmania Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Is your account currently still open? Can you please forward your betting history and any kind of communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Good evening and very happy for your help I have sent the documents 3 days ago to the casino I have access to my account I am fine my account is zero I had 5840 euros in my account

Καλησπέρα σας και ευχάριστο πολύ για την βοήθεια σας τα έγγραφα τα έχω στείλει εδώ και 3 μέρες στο καζίνο έχω πρόσβαση στο λογαριασμό μου μπενο κανονικά ο λογαριασμός μου είναι μηδέν είχα στη λογαριασμό μου 5840 ευρώ

I can't find all the history in my account it must have been hacked it's a scam this casino sure enough the deposit goes normally we just get to a withdrawal the money disappears

Δεν μπορώ να βρω όλο το ιστορικό στο λογαριασμό μου πρέπει να μου το έχουνε ζβισει είναι απάτη αυτό το καζίνο συγουρα ι κατάθεση γίνετε κανονικά μολιες φτάνουμε σε μία ανάληψη τα χριματα εξαφανίζουνε

Hello rina123,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

I'm sorry, I don't have the contact, it's not saved, I didn't answer at all

Συγνώμη δεν το έχω την επικοινωνία δεν είναι αποθηκευμένο δεν μου.απαντανε καθόλου

Good evening, just now, I contacted them again and they tell me the same, we will inform the relevant department and we will reply as soon as possible

Καλησπέρα σας μολιες τώρα ξανά επικοινωνισα μαζί τους και μου λένε σινεχια το ίδιο θα ενημερώσουμε το αρμόδιο τμήμα και θα σας απαντήσουμε το συντομότερο δυνατόν

Good evening no response from the casino no message or anything

Καλησπέρα καμία απάντηση από το καζίνο ούτε μήνυμα ούτε τίποτα

Thank you rina123 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good evening, we have no news from the casino, it has been many days and I have not received any response

Καλησπέρα ερχουμε κανένα νέο από το καζίνο έχουνε περάσει πολλές μέρες και δεν έχω λάβει καμία απάντηση

Hello, rina123,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Winsmania Casino team,

Could you please explain the player's situation in more detail? Why have her winnings been confiscated?

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

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you very much they are making fun of me they disappeared my winnings and they told me that they will send you a reply to the email the relevant department and replies from the casino I never received

Σας ευχαριστώ πολύ με κοροϊδεύουν μου εξαφάνισαν τα κι κέρδη μου και μου λέγανε ότι θα σας στείλουμε απάντηση στο email το αρμόδιο τμήμα και απαντήσεις από το καζίνο δεν ε λάβα ποτέ

Every now and then they send me about deposit bonuses on the topic with my earnings that disappeared no response

Κάθε τόσο μου στέλνουν για μπόνους κατάθεσης για το θέμα με τα κέρδη μου που εξαφάνισαν καμία απάντηση

What a joke this casino it's been 23 days and no answer with my money they disappeared and it's not even a day that they send me a deposit bonus this is very irritating

Πόσο κοροϊδία αυτό το καζίνο έχουνε περάσει 23 μέρες και καμιά απάντηση με τα χρήματα που μου εξαφάνισαν και δεν ι παρχει μέρα να μι μου στείλουν για μπόνους κατάθεσης αυτό είναι πολύ εκνευρισμό

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.

Thank you very much I am very disappointed with this casino every day they send me messages about deposit bonuses they are a little shy they disappeared from my account

Σας ευχαριστώ πολύ έχω απογοητευτεί πολύ από αυτό το καζίνο κάθε μέρα μου στέλνουν μηνύματα για μπόνους κατάθεσης δεν ντρέπονται λίγω μου εξαφάνισαν τα χρήματα από το λογαριασμό μου

No response from the casino????

Καμία απάντηση από το καζίνο????

Dear rina123,

I was in contact with the casino but will definitely need more details because the explanation was insufficient and unclear.

Therefore, I am extending the timer for the casino, and I will wait for additional details/evidence that I requested from them via email.

Once there is any news or updates, I will inform you.

Thank you for your patience and understanding.

I am very disappointed since the casino everyone thank you very much for your help I am waiting for a reply thank you very much

Έχω απογοητευτεί πολύ από αφτο το καζίνο παντός σας ευχαριστώ πολύ για την βοήθεια σας περημενω μια απάντηση ευχαριστώ πολύ

Good morning no answer from the casino please ??

Καλημέρα καμία απάντηση από το καζίνο παρακαλώ ??

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.

Good morning, I'm very disappointed, thank you very much for your interest!!

Καλημέρα τι νά πο είμαι πολύ απογοητευμένη ευχαριστώ πολύ για το ενδιαφέρον!!

Good evening no response from the casino????

Καλησπέρα καμία απάντηση από το καζίνο????

Hello, rina123,

Unfortunately no, I have not received any further response besides one email approx. 3 weeks ago with insufficient clarification and "supporting evidence". Nothing meaningful can be found out from it.

I am sincerely sorry, but since we have not received any further response or relevant information from the casino regarding the matter, we cannot continue resolving it and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. However, the decrease in its rating caused by unresolved complaints could change the casino's approach in the future. If it happens, they can reopen this complaint anytime and you will be notified about it via email.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru