WinLegends Casino - L'account del giocatore è stato bloccato.

Hello, I am going to tell you about my claim, it turns out that after fighting for more than 1 month, asking me for different documents and making a Skype call, they verified my account a little over a week ago, I played and made 2 withdrawals of approximately 20 usdt, Approximately 2 days ago I wanted to make my third withdrawal and when I entered the platform today I was surprised that they closed my account due to "gambling addiction", when I contacted support they told me that if they had not notified me by email, I told them no, so they sent me a long message saying something else, they told me that they closed my account for money laundering and that there is no going back, worst of all, they told me that they keep all my funds that They are about 17,000 Argentine pesos (approx. 70 USD) without the right to claim, I told you that just 1 week ago they fully verified me and that it was only my third withdrawal, and that if you suspect which is rare because they are smaller amounts of money, I had to justify them, they refused to help me, the only thing I want is that if they are not going to give me access to my account, at least they will return my money. I am attaching screenshots of the messages you sent me with the support team.

Hola, paso a contar mi reclamo, resulta que después de luchar mas de 1 mes, de pedirme distintos documentos y realizar una llamada por skype me verificaron la cuenta hace un poco mas de una semana, jugue y realice 2 retiros de aproximadamente 20 usdt, hace 2 dias aproximadamente quise hace mi tercer retiro y cuando entro hoy a la plataforma me doy con la sorpresa de que me cerraron la cuenta por "adiccion al juego", al comunicarme con soporte me dijeron que si no me me habian notificado por email, les dije que no, entonces me mando un mensaje largo diciendo otra cosa distinta, me dijeron que me cerraron la cuenta por lavado de dinero y que no hay vuelta atras, lo peor de todo es que me dijeron que se quedan con todos mis fondos que son unos 17000 pesos argentinos (aprox 70 usd) sin derecho a reclamo, les comente que apenas hace 1 semana me verificaron completamente y que era apenas mi tercer retiro, y que en caso de sospechar lo cual es raro porque son montos menores de dinero, tenia como justificarlos, se negaron a brindarme ayuda, lo único que deseo es que me si no me van a dar acceso a mi cuenta mínimamente que devuelvan mi dinero. Adjunto capturas de los mensajes que me mande con el de soporte.

Dear braianqe,

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 confirm that your payment method was successfully verified? Have you used your payment methods only when placing deposits? Have you redeemed any bonuses in the past from this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, the only thing they asked me to do is complete KYC verification with a Skype call and photos of my ID card, they did not ask me to verify any payment method, the payment method I always use is Astropay, and only deposit once USDT through Binance. I barely had 2 complete withdrawals of 30 usdt approx. I was going for my third withdrawal when I came across this impediment, which is why I am concerned about what they accuse me of.

Hola, realice lo único que me solicitaron es la verificación completa de KYC con llamada por Skype y fotos de mi ID card, no me solicitaron que verifique ningún método de pago, el método de pago que utilice siempre es Astropay, y una sola vez deposite USDT por medio de Binance. Apenas tuve 2 retiros completos de 30 usdt aprox. Iva por mi tercer retiro cuando me doy con este impedimento, por eso me preocupa de lo que me acusan.

Dear braianqe,

Could you please advise if your account was blocked before or after completing the Skype verification call? Thank you.

It was blocked after the Skype call, he stressed that after the call approximately 15 days later they told me that they had approved said verification call

Fue bloqueada después de la llamada de Skype, destacó que luego de llamada a los 15 días aprox me anunciaron que había aprobado dicha llamada de verificación

Braianqe, have you recorded, by any chance, your Skype verification call?

I did not record the Skype call, they asked me some basic questions and after approximately 15 days they fully verified my account, the only thing I have is a screenshot of the message they sent me minutes before the call.

No grabe la llamada de Skype, me hicieron unas preguntas básicas y a los 15 días aproximadamente me verificaron completamente la cuenta, lo único que tengo es una captura del mensaje que me mandaron minutos antes de la llamada.

I am attaching a screenshot of an email that they sent me on May 26, where they congratulated me because I had completed the KYC.

Adjunto captura de un email que me mandaron el 26 de mayo, en donde me felicitaban porque había completado el KYC.

Thank you very much, braianqe, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, braianqe,

I am sorry to hear about your experience. From now on, I will assist you with the matter. However, before I invite the casino to this thread and ask them for details and an explanation, allow me please to ask you a few questions to clarify the situation.

How many deposits and how many withdrawals did you make to/from the casino, and in what approximate amounts? Did you use any bonus? If yes, what bonuses?

What is the reason you made deposits via Astropay and withdrew your winnings to a crypto e-wallet? Was your real money completely wagered and fully put into play? If yes, what games did you play the most to meet the mandatory wagering requirement for the deposited funds? If you played only low-risk bets with the lowest possible loss, what was the purpose of registering and playing in the casino?

Hello, I don't remember deposits, probably about 5. Successful withdrawals just 2 because they blocked me the third time. I deposited money through astropay and withdrew to my cryptocurrency wallet in binance for nothing in particular, in fact I have a deposit in crypto too, I used the bonuses but then I discarded them because they asked for many requirements, most of the time I played with real money, I played slots and I also played roulette, I almost always lost. The casino took me a month to fully verify me, they asked me for information such as my ID, selfies, even a Skype video call. Then they told me that I was going to be able to enter and withdraw without problems and in less than a week they blocked my account... I just want to recover my balance, and go try my luck at the other casino. Greetings

Hola, depósitos no me acuerdo probablemente aprox 5. Retiros exitosos apenas 2 porque al tercero me bloquearon . Ingresaba dinero por astropay y retiraba a mí billetera de criptomonedas en binance por nada en particular, de echo tengo un depósito en cripto también, los bonos los usaba pero luego los descartaba porque pedían muchos requisitos, la mayor parte del tiempo jugué con dinero real, jugaba slots y también jugaba a la ruleta, casi siempre salía en pérdida. El casino me tuvo un mes para verificarme completamente, me pidió datos como mí ID, selfies, incluso pase por una videollamada de Skype. Luego me dijeron que iba a poder ingresar y retirar sin problemas y en menos de una semana me bloquearon la cuenta... Solo quiero recuperar mí saldo, e ir a probar suerte el otro casino. Saludos

Dear braianqe,

I am afraid you have not answered some of my questions.

"How many deposits and how many withdrawals did you make to/from the casino, and in what approximate amounts?

Was your real money completely wagered and fully put into play?"

Looking forward to hearing from you.

Hello, I think you are not understanding the situation correctly. My account was blocked. I do not have access to provide you with exact information about deposits and withdrawals. However, I can give you an approximation, I made 2 withdrawals of 9500 ars (approx 78 usd in total) on the third withdrawal they blocked my account, in terms of deposits I calculate that about 54000-56500 ars approx (225 usd approx). As for whether I bet my real money, I don't quite understand the question, I used my money to bet, the few times I used the bonus, I ended up discarding it due to the requirements they asked for in order to claim them. I am attaching a photo where it is stated that I cannot enter my account, and where they allege that due to gambling addiction, which is false because they told me through the support chat that it was due to an attempt to launder money, with which they do not give me the accurate information. 17,000 ars (approx. 70 usd) were blocked in my account

Hola creo que no estas entendiendo bien la situación, mi cuenta fue bloqueada no tengo acceso para poder brindarte la información exacta acerca de los depósitos y retiros. Sin embargo te puedo dar una aproximación, realice 2 retiros de 9500 ars (78 usd aprox en total) al tercer retiro me bloquearon la cuenta, en cuanto a depósitos calculo que unos 54000-56500 ars aprox (225 usd aprox). En cuanto a si aposte mi dinero real no comprendo bien la pregunta, yo usaba mi dinero para apostar, las pocas veces que use el bono al final lo termine descartando por los requisitos que pedían para poder reclamarlos. Adjunto una foto en donde consta que no puedo ingresar a mi cuenta, y en donde alegan que por adicción al juego lo cual es falso porque por chat de soporte me dijeron que era por intento de lavado de dinero, con lo cual no me brindan la información certera. En mi cuenta quedaron bloqueados 17000 ars (70 usd aprox)

Alright, braianqe. Thank you for the clarification, and I am sorry for the delay.

It was not a purpose to worry you at all. We are currently registering an increased incidence of cases with particularly similar circumstances as I can see in this case. Therefore, I had to clarify a few things first. Now I would like to ask the WinLegends Casino representative to provide us with the details.

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 and/or withdraw the disputed funds?

If we are also 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.

Dear Branislav,

We have reviewed the complaint of player BR***** in detail.

Here are the details of the player's account

1) The player deposited his account from a prepaid card and once from a USDT wallet.

2)Player Br***** on 2023-05-26 successfully verified his account and received two 9500ARS payouts.

On 2023-05-30 player BR***** requested withdrawal of 14000ARS.

On 2023-05-30, an additional verification of player BR*****'s account was initiated based on suspicious activity in the player's account.

The additional verification was initiated in accordance with the clause of the rule:

2.4.1 The Finance Department may delay processing a withdrawal request due to the additional verification.

The Risk Department on 2023-05-31 having studied all the betting history of the player BR*****, it was found out the following:

According to our casino regulations, a customer must make x3 of the deposit amount in order to be able to withdraw funds.

1) All deposits of player BR***** were wagered in roulette games(Roulette / Roulette 1) with a maximum possible refund. (actions were performed intentionally to make the deposit turnover x3 according to the rules), with the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 90% of the total amount of client bets were made in this way.

2) The player BR***** made a deposit with a prepaid card and requested the withdrawal of funds to a crypto-purse. 

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

Based on these data, the Risk Department of the casino decided 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 the 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.

2023-05-31 BR***** player account was closed without reopening and the balance was canceled due to violations of our casino rules according to the paragraph of the 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.

2023-05-31 An email with detailed information about the reason of account closing was sent to the player on his e-mail br*****e@gmail.com.

As you can notice 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.

Additional data was sent to your specified e-mail branislav.b@casino.guru.

Best regards.

Winlegends Casino Risk Department.

I disagree with what was raised from the Winlegends casino, they made me a very invasive rigorous KYC where I sent them a selfie, a photo of the id, a photo with the winlegends home screen in the background, a video call on skype where I had I had to turn on my webcam, they took me more than 1 month to verify my account, and then in less than 1 week they blocked me, the day of the blocking on the login screen it told me that they blocked me for "excessive gaming", then at Asking about the support chat, they told me that for "money laundering", they disagree, on top of that, as if it were some kind of mockery, they continue to send me emails with promotions to this day. With respect to "money laundering" the amounts that I manage are ridiculously small, I follow the same conservative rule in all casinos, also if you look at the amounts of the withdrawals plus the money that I am claiming barely reaches 148 usd and I deposited around 225 usd, therefore we are talking about a loss of around 65% . In the Skype call, I made it clear that my language is not English and that if another call was needed, I had no problem making it, minimally yes. If they suspect something, they should have given me a warning and so I could change my strategy, which by the way I not only played roulette, I also played slots, they did not notify me of anything, they simply blocked me and kept my funds, I do not want to recover the account , I want to recover my funds , as you said before it is not a coincidence that there is a "particularly increase in these cases". From already thank you very much.

Estoy en desacuerdo con lo planteado desde el casino Winlegends, me hicieron un riguroso KYC muy invasivo donde les mande una selfie, una foto del id, una foto con el pantalla de inicio de winlegends en el fondo, una video llamada por skype en donde tuve que encender mi webcam, me tuvieron mas de 1 mes para verificarme la cuenta, para que luego en menos de 1 semana me bloqueen, el día del bloqueo en la pantalla de ingreso me decía que me bloquearon por "exceso de juego", luego al preguntar por el chat de soporte me dijeron que por "lavado de dinero", no se ponen de acuerdo, encima como si se tratara de alguna especie de burla me siguen mandando correos electrónicos con promociones hasta el día de hoy. Con respecto al "lavado de dinero" los montos que maneje son ridículamente pequeños, yo sigo la misma regla conservadora en todos los casinos, además si te fijas en los montos de los retiros mas el dinero que estoy reclamando llega apenas a los 148 usd y yo deposite alrededor de 225 usd por lo tanto estamos hablando de una perdida de alrededor del 65% , en la llamada de skype deje en claro que mi lenguaje no es el ingles y que si hacia falta otra llamada no tenia problemas en realizarla, mínimamente si sospechan algo me tendría que haber dado un aviso y así yo poder cambiar mi estrategia, que dicho sea de paso no solo jugué ruleta, también jugué slots, no me notificaron nada simplemente me bloquearon y se quedaron con mis fondos, no quiero recuperar la cuenta, quiero recuperar mis fondos, como dijiste antes no es coincidencia de que hay un "aumento particularmente de estos casos". Desde ya muchas gracias.

Greetings all,

I am sorry for the delay.

Thank you, WinLegends Casino team, for your email and explanation. Could you please look at my last email and provide me with the additionally requested details?

Dear braianqe,

Thank you for the additional information. However, I would like to correct the information you provided. If I understand it correctly, it should not be a loss of around 65% but rather something around 35%. But from the provided details from the casino so far, I have not been able to verify this information yet.

In addition, it looks like instead of playing with your previous winnings, you withdrew funds to your e-wallet (2 x 9,500 ARS and basically the same amount as your 2 deposits), and then made a deposit of 15,000 ARS after a short time (on the same day as your second withdrawal was processed), which does not make sense and indicates other purposes and not a common play. But I also see a significant amount was played in slots. Therefore, I replied to the casino by email, and I am waiting for further details and circumstances clarification.

In the meantime, could you please provide me with the information for what was the reason not to play with the winnings, but to withdraw them and then almost immediately deposit a lower amount back to the casino to continue playing?

If the casino was able and willing to reconsider its decision and provide you with the option to continue playing, would you be willing to play under certain conditions, such as playing only slots to meet the mandatory deposit wagering requirements (3x) and in order to withdraw the winnings?

The reason for not playing with the winnings is basically to test the withdrawal system, since if you can confirm, they took me more than 1 month to verify me through the KYC, without the latter it would not allow me to withdraw, but the deposits were enabled, therefore I aroused suspicions since through almost daily promotions they urged me to play without having the possibility of withdrawing said funds. When they finally verified me, before I doubt I carried out those tests.

As for the latter, if I would accept these conditions, as long as the casino recognizes my 17,000 ARS as withdrawable since I consider that I already make more than one x3. I would have no problem continuing to play under these new conditions.

El motivo para no jugar con las ganancias es básicamente probar el sistema de retiro, dado que si puede corroborar, me tuvieron más de 1 mes para verificarme por medio del KYC, sin este último no me permitía retirar, pero los depósitos si estaban habilitados, por lo tanto me levanto sospechas dado que por medio de promociónes casi diarias me instaban a jugar sin tener la posibilidad de retirar dichos fondos. Cuando por fin me verificaron, ante mí duda realice esas pruebas.

En cuanto a lo último, si aceptaría dichas condiciones, siempre y cuando el casino reconozca mis 17000 ARS como retirables dado que considero que ya realice más de un x3. No tendria problema de seguir jugando bajos esas nuevas condiciones.

Greetings all,

I am sorry for the delay.

Dear braianqe,

If you needed to test it, while you used the same payment method for deposits and another but the same one for withdrawals, and the first withdrawal was successful, why did you request the other 2 withdrawals of similar/the same amounts as the amounts of the second and third deposits?

As for your claims about successful verification, please note if you verified your account at the beginning, when you started using your casino account, and there was no activity to be reviewed at that time, it is understandable that additional checks of your play and transactions were made later, so the suspicious activity could be discovered only upon additional inspection.

How did you mean "as long as the casino recognizes my 17,000 ARS as withdrawable", please?

I am afraid it would not make sense to return your 17,000 ARS, as it is connected with suspicious activity. Therefore, in case you would accept such an offer, and provided the casino would be able to provide the offer to you, you would have to wager this amount according to the given conditions 3x again.

In the meantime, I also requested further details from the casino again to review the matter sufficiently on our side, and I will also ask them about the mentioned offer because it was only our suggestion and question, and we have not discussed it with the casino yet.

Once I am provided with the requested details, I will inform you.

How does it make no sense to return the 17,000? If it is for that reason that I opened this claim, in case of not being able to extract them minimally that it is in the available balance to be able to play. Regarding the verifications, they carried out several of them that I listed above, they never told me anything when I deposited money but when I made my third withdrawal the problems began, which are insignificant figures for what "laundering money" includes, from the From my point of view, as a client of the casino I see a malicious action regarding the blocking of funds, since as previously stated there is an increase in these particular cases with this casino. Also emphasize that first when I wanted to enter it came out that it was due to "excess gambling" they never notified me that it was due to suspicious activity, I had to talk to the support chat and at that moment they recently notified me by email. I reiterate in case they do not let me withdraw those funds, ultimately that balance remains to be able to play and meet the requirement of betting 3 times that amount to be able to withdraw, and thus have a minimal possibility of recovering "something" from my money...

Como que no tiene sentido devolver los 17000? si es por ese motivo el cual abrí este reclamo, en caso de no poder extraerlos mínimamente que este en el saldo disponible para poder jugar. En cuanto a lo de las verificaciones, me realizaron varias que las enumere anteriormente, nunca me dijeron nada al ingresar dinero pero al hacer mi tercer retiro empezaron los problemas, que encima son cifras insignificantes para lo que engloba el "lavar dinero" , desde el punto de vista mío, como cliente del casino veo una acción malintencionada en cuanto al bloqueo de fondos, dado que como se dijo anteriormente hay un aumento sobre estos casos particulares con este casino. Además recalcar que primeramente al querer ingresar me salía que era por "exceso de juego" nunca me notificaron que era por actividad sospechosa, yo tuve que hablar con el chat de soporte y en ese momento recien me notificaron por email. Reitero en caso de que no me dejen retirar esos fondos, en ultima instancia que ese saldo quede para poder jugar y cumplir con el requisito de apostar 3 veces ese monto para poder retirar, y así tener mínimamente la posibilidad de recuperar "algo" de mi dinero...

Dear braianqe,

It is a little misunderstanding, maybe due to discrepancies in translations.

You mentioned restoring the funds as "withdrawable", that you wagered it already 3x, and that you would like to get the funds restored and available to be withdrawn, at least I understood it like that. Therefore, I asked you to clarify it. It is a significant difference between adding the funds back to the account as withdrawable and adding them as available to further play under the given circumstances. But, as was stated in your previous post, it was already the third withdrawal made in such a way, so we are talking about intentional activity.

However, in the meantime, additional data was provided by the casino, and the final decision on the matter was made on our side. Unfortunately, it does not include the option of restoring your balance and reconsideration of the final decision on the casino's side.

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 the disputed 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