The player from Austria faces issues with his account after claiming he did not receive a €200 deposit, which the casino insists was credited before his account was closed due to inappropriate comments. He provides evidence of his deposit and winnings from a bet but is frustrated with the casino's refusal to refund the money.
Winnerz Casino - Player’s account has been closed without receiving funds.
Winnerz Casino
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Opened
Current status
Waiting for player to reply
6d 14h 28m 10s
Case summary
9 hours ago
Public
Junior Apprentice
Public
3 weeks ago
Translation
The casino claims I received 200 euros without even receiving the money.
I will explain the whole process to you
I made a deposit of €200 on June 11th at 2:00 a.m. The money has already left my bank account, but I haven't seen any money on Winnerz. I wanted to place a bet on Argentina vs. Colombia, but even though I won the bet, I was so frustrated that the casino didn't even credit my money to my account, even with proof.
I would have had 500 euros actually...
Afterward, I expressed myself in the live chat about how shitty their casino site is. It always worked, and today, exactly when I wanted to place a bet on football, right when the game started, I didn't get any bonus money in my account. Then I made a very tragic statement in the live chat, using insults and so on, which led to my account being closed because I wrote bad words. No problem.
Then I wanted a refund of the money. I waited 2 days and today the day has arrived.
I received an email. It stated that the money was already in my account before my account was closed. This information is incorrect because I wanted to play in Argentina, which was exactly on June 11th at 2:00 a.m. They said my deposit of €200 was on June 10th, which is incorrect information. They are lying to me so they won't refund my money to my bank account.
Then I said, "Show me everything." They sent me a picture they wrote down themselves, without any logs of player sessions or anything else. I never got the money, otherwise I wouldn't be freaking out in the live chat and insulting everyone because I won the bet when I had the money in my account. Unfortunately, the money wasn't credited to my account immediately after the deposit, and I don't even know why.
Now I would like an explanation from this shitty scammer. They took my money for no reason, even though I now have 500 euros from Argentina, even with winning bets, because I wanted to play this game. This casino claims that I already had the money, even though I deposited 300 euros beforehand, which means I made several deposits.
The casino should be destroyed, these HK should pay out my money, I will go to court and they should pay me compensation because I am in such a bad state
They even said themselves that the money will be refunded because your account is blocked, but they didn't, they ripped me off, what a son of a bitch casino
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear mihaelstnc,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing.
To help us better understand your situation, please allow me to ask you a few questions:
- Could you kindly send us the deposit receipt and the confirmation email from the casino regarding the deposit you made on June 11 at 2:00 AM?
- Did you actually place a bet on the football match between Argentina and Colombia, or is the €500 you mentioned a hypothetical win?
- What was your account balance at the time your account was closed?
Additionally, please forward all communication you’ve had with the casino regarding the deposit issue and any follow-up messages to [email protected].
Thank you in advance for your cooperation. I hope we’ll be able to assist you in resolving this matter soon.
Best regards,
Veronika
www.kpvfaw.com Team
Public
Complaint Specialist
Public
1 week ago
Dear mihaelstnc,
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.
Public
Junior Apprentice
Public
1 week ago
Translation
Unfortunately the money was deposited on June 11th but every website and bank says it was on June 10th. I asked the casino to send me the game data because all the money wouldn't add up. I would have 200 euros left at the casino.
When depositing I typed in 300 even though a page popped up that I had already opened earlier, which was yesterday, 10.6, so that means that this was deposited and I unintentionally confirmed it without looking closely and then the money was deposited. The website was already open before yesterday, so it was open the whole time, even though I wanted to make a different deposit. This casino owes me 200 euros, quite simply.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
I have not received any emails with evidence yet. Please double-check if you typed out my email address correctly: [email protected]. Please note that without any solid proof from your side, we won't be able to continue with the investigation. Thank you for your understanding.
Public
Junior Apprentice
Public
4 days ago
Translation
the money was transferred back
Automatic translation:
Public
Complaint Specialist
Public
9 hours ago
Thank you for letting me know. Is there anything else we can assist you with, or may we consider your issue resolved?
mihaelstnc has 6d 14h 28m 10s to reply
