Dear tereszko1986,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

I played Big bass bonanza slots. I didn't have any bonus. I won with money deposited. Yes my account was verified, I sent all the necessary documents and I got an email confirmation that the account is verified

Thank you very much for your reply, tereszko1986. When was the last time you tried to contact the casino? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Casino no answer

Hello tereszko1986,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your cooperation and I apologize for my delayed response. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you tereszko1986 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winzter Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!