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This casino stole my money, it closed my account and did not notify me by email, when I wanted to enter I could not, the chat told me that because I launder money, and it is a low amount. They do not say that they are scammers and that they steal my deposit, they are thieves.

Este casino me robo mi dinero, me cerro la cuenta y no me notifico por correo electronico, cuiando quise entrar ya no podia, el chat me dijo que porque lavo dinero, y es un monto bajo. ellos no dicen que son estafadores y que se roban mi deposito son unos rateros.

Dear pscastanedab,

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 if you passed the KYC verification before the casino blocked you?

Do I understand correctly that $13,000 ARS (dispute value) is being held in your casino account? Have you accumulated these funds 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

Hello, yes, before they blocked me, I also passed the KYC, and I had already withdrawn very low amounts twice. I thought they were not scammers, so I deposited a little more and they robbed me there. My balance is complete without any active bonus, everything belongs to me. Yes, I hope you can help me get my money back please.

hola, si antes de que me bloquearan pase el KYC ademas ya habia retirado dos veces montos muy bajos. pense que no eran estafadores por eso deposite un poquito mas y ahi me robaron. mi saldo es integro sin ningun bono activo todo me pertenece. si eso espero que me ayuden a recuperar mi dinero por favor

Thank you very much for your reply, pscastanedab. Before we contact the casino, 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.

Hello, the casino only responded to me in online chat, but I never received an official email from them with the suspension of my account and the reason for it. That's why I opened the complaint and they didn't give me my money back

Hola el casino solo me respondió en chat online, pero nunca me llegó un correo oficial de parte de ellos con la suspensión de mi cuenta y causa de la misma. Por eso abrí la queja y no me devolvieron mi dinero

Thank you very much, pscastanedab, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, pscastanedab,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite WinLegends Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear WinLegends Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Yes please have the casino indicate relevant evidence

Si por favor que el casino indique evidencia relevante

Dear Branislav,

We have reviewed in detail the complaint of the player pedro******94.

We provide details about the player's account 

1)Player deposited game account from astropay repeatedly. The last deposit amount was 12000ARS. Also once from Skrill wallet(pedro*********17@gmail.com).

2) Player pedro******94 2023-04-25 has applied for withdrawal of funds to Skrill wallet(pedro*********17@gmail.com) 14950 ARS.

On 2023-04-27 , an additional verification was initiated on player pedro******94 account based on suspicious activity on the player's account.

The additional check was initiated according to the rule item: 

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

2023-05-22 having studied the entire history of the client Risk Department found the following:

According to the regulations of our casino for the withdrawal of funds, the client must make x3 of the deposit amount to be able to withdraw funds.

1) All four deposits of player pedro******94 were wagered in games Bac Bo / Speed Baccarat X / Evolution Lobby with the maximum possibility of the return of bets. (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made in this way.

As soon as the player wagering the amount of the deposit, he immediately issued requested for withdrawal.

2) The player pedro******94 made a deposits with a prepaid card, and requested the withdrawal of funds to a Skrill wallet. 

We have every reason to claim a violation of AML policy, in flagrant violation of project rules.

Based on these findings, the Casino Risk Department ruled that the player purposefully carried out all the actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

On 2023-05-22, player pedro******94 account was closed without the right of the opening and the balance was canceled, due to violations of our casino rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breaching of the Terms of Use, which damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-05-22 An email with detailed information about the reason for account closing was sent to the player's e-mail ps********ab@gmail.com

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and are not hidden from anyone.

Best regards.

Winlegends Casino Risk Department.

Let's see see Here they are telling you to show relevant evidence and in this case it is the game history. Show the play history so they see here that everything is legal and normal play... For me to withdraw the money immediately after completing the requirement is not against the terms. I can withdraw the money whenever I meet the requirement, plus I can withdraw it by the method that is available. And it's only 13,000, which is about 60 dollars. Don't tell me that this is money laundering. If it's only 60 dollars. No one gets rich with that amount. Rather you as a casino are thieves

A ver aver. Aqui le están diciendo que muestre evidencia relevante y en este caso es el historial de juego. Muestre el historial de juego para que vean aquí que todo es legal y juego normal ... Que yo saqué el dinero inmediatamente luego de completar el requisito no está en contra de los términos. Yo puedo retirar el dinero cuando sea siempre que cumpla el requisito, además yo lo puedo retirar por el método que está disponible. Y solo son 13000 que son unos 60 dólares no me vengan a decir que eso es lavar dinero. Si solo son 60 dólares. Con esa cantidad nadie se hace rico. Más bien ustedes como casino son ladrones

Greetings all,

I am sorry for the delay.

Dear pscastanedab,

Yes, I will ask the casino to provide us with the relevant evidence, however, please, in the meantime, answer the following questions:

• What was the purpose of registering and playing in the casino if it obviously was not common play?
• Why did you withdraw your winnings right after meeting the wagering requirements?
• Why did you use a prepaid card for a deposit if you have a Skrill account?
• Are you aware of the fact that your play indicates signs of avoiding the casino's AML rules and paying taxes from winnings earned in gambling in your country of residence?

Please note that in case you found a way how to play in the casino with a minimum loss, or how to easily avoid meeting the casino's conditions for mandatory deposit wagering requirements, it does not mean you did not breach other rules. The above-mentioned rules 11 and 14.6 explain this. Online casinos also have to protect themselves against fraudulent actions, and this is the way how they do it through the Terms and Conditions.

Dear WinLegends Casino Team,

Thank you for your detailed explanation. However, allow me please to repeat a part of my previous post.

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Could you please send me the data and details supporting your claims above?

It would be great to see the complainant's complete game logs and transaction history.

What all payment methods did the player have available for withdrawals?

Hello, let me answer. I registered to play at the casino, which I did normally, according to the terms I can withdraw my money whenever I want and I have fulfilled the wagering requirement, and I had also played and winning I can withdraw money and much more if the I need money because I just needed the money and I made the withdrawal. Because I needed the money to cover a personal expense at the time. I have never used a prepaid card to deposit.

Hola permítame responder. Yo en el casino me registre para jugar, lo cual lo hice con normalidad, según los términos yo puedo retirar mi dinero cuando desee y haya cumplido con el requisito de apuesta, y también había jugado y ganando yo puedo retirar dinero y mucho más si el dinero lo necesito porque justo necesitaba el dinero e hice el retiro. Porque necesitaba el dinero para cubrir un gasto personal en ese momento. Nunca he usado tarjeta prepago para depositar.

Dear pscastanedab,

I am afraid not all of my questions were answered.

However, we are still waiting for the casino's response and evidence.

Dear Branislav,

Additional information has been sent to the email address you specified at: branislav.b@casino.guru.

Please review them.

Best regards.

Winlegends Casino Risk Department.

Thank you, WinLegends Casino Team, for providing the additional data.

Dear pscastanedab,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in suspicious activity and that your casino account was not used for gaming purposes, or there are even signs of possible money laundering. The casino acted in accordance with its terms and conditions, and we accept its final decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru