I played with no deposit bonus and I finally finished wagering, I submitted requested verification documents, they approved and I do deposit required deposit amount, then I do finally able to request withdrawal of €88 where they approved my withdrawal and said they will transfer my winnings, Ionly find the following day that my account is disabled and never received my promised winnings.

Dear Pertunia,

Thank you very much for submitting your complaint and forwarding the screenshots. 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. Have you completed the account verification successfully in the past? Have you redeemed any promotional offers previously from this casino? 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 as yours?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

No, I never redeemed any bonus from them except this one and no one in my family is playing online casinos is only me doing that...and what worries me is that this casino don't even bother to give me a reason why they blocked my account they never explain anything with me and even any means of communication, they only replied me when I asked them on email, why they disabled my account, but they still failed to give me any reason... problem never being debated. No communication and a good approach towards a player...

Thank you very much, Pertunia, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Winward Casino to join us and help us resolve the player's issue.

Ok, is fine

Hello,

Thank you for reaching out to us!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winward Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winward Casino may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winward Casino

I never intended to defraud casino, I have other accounts with different casinos, and I don't remember verified more than one account with Winward casino, that is why Winward abled to verify my account and approved my winnings, I sent email to ask why my account disabled and never got explanation and proof of what they makes them to disable my account when I was expecting funds according to them that the funds already issued and on my way, I have proof of email where they said "congratulations your withdrawal approved and funds will be in your bank 3 to 7 business days, how can you finalised everything and release approval statement while things are not ok... Winward casino is the one with problem here.

You can't just disabled your clients accounts with their winnings on speculations without concrete information if you suspect something is when you have to ask and get full information from your clients... not just disabled account, this casinos is the one that supposed to give support on their players and to play responsible on their casinos, but is the once that adding more stress on.... this is really hurt to be treated like this.

Can Casino Guru ask Winward casino proof of where I verified more than one account with them? I also want to see that proof even now I really don't understand their reasons to disable my account and confiscate the winnings, because I know and that I never verified more than one account with them... I can't stand accused on their speculations.

The problem seems not to have more than 1 verified account but having more than 1 account - whether it's verified or not. Do you have more than 1 account at the casino? Doesn't matter if verified or not.

No, is one account each each casino

I would like to kindly ask Winwawrd Casino to send us some kind of proof of their statment, where it will be clear if the statement is true - player has more accounts. Please send it to [email protected].

Thank you in advance.

I will also like to see myself the evidence that they said I violated their terms and how can say that a person violated their terms after they completely reviewed account and say congratulations withdrawal approved and funds in on my way then after blocked account...once you approve everything after checking account it means things are fine, when you changed later to block account is where casino shows it's scamming act... this casino undermining players and playing with players minds... there's no reason to block account after saying you release funds...they should fulfill what they promised., Or there is this option in their terms and conditions for approving withdrawal and saying ingratulatins then again deny by blocking account, I think this casino violate it's terms when they supposed to release winnings to players.

This guys already approved withdrawal and is the one who said congratulations your withdrawal is being approved, so I'm waiting for what they promised me...not stories of blocking my account... you can't approved then later denied, I have proof where they said my winnings are on the way... means this was all well with my account... now they turned things as they please., is my rights to claim what they promised me.

We haven't receive any answer from the casino yet on our request. I would like to ask them again to send us the requested proof within the next 7 days, otherwise we will be forced to close this complaint as "unresolved".

Dear Pertunia,

After we received proof from the casino we are now forced to reject your complaint. It clearly shows that you have created multiple accounts in the casino (verified or not). It's a clear violation of the casino terms so we can't help you out in this case. Please always read all the terms and conditions in every casino before you register. I'm sorry we could not help you more. Do not hesitate to contact us if you will come across any trouble again in the future.

Best regards,

Nick

www.kpvfaw.com