My account has been closed without explanation

I registered on the Winstoria Casino on 15th of January. I deposited 300€ and got their welcoming offer bonus with that. I won in the end 5 186,50 € after completing the wagering requirements. I also made sure to play games which are not forbidden in their bonus rules and used the max bet according to their casino rules also. Made the withdraw requests on the same day as well.

I completed their KYC process on their site, which utilized sumsub as their KYC service, and sumsub says my documents are verified and verification is complete on Winstoria Casino's site on sumsub's service. Still their Winstoria's site says it is under process.

After this the casino required me to provide additional documents via email to prove my identity, which I did also, but got no response after providing these documents. After this the casino reserved the right to check my game history and play through the game provider, which they stated can take up to 3-14 business days. I waited this period. After this their financial department ([email protected]), hasn't emailed me or answered me.

Throughout this process I have tried to contact the financial department, and been multiple times in communication with the support team of Winstoria Casino. Support team always says, that only financial department can answer me or move on with the process, but they are not communicating their timetables or giving me any answers what so ever.

For over a month now they haven't paid me a single euro of my winnings, despite me completing their requirements and providing them all the needed documents.

I have provided the emails as attachments of proof.

I have been in contact to customer service many times. On my account there was best win in Crazy time over 6000€. Suddenly that disappeared and went to zero.

I started to check my game history And noticed that there is a lack. I cant find my played rounds. Winstoria answers that there is history and I can see it myself. That isnt true and there is a lack in my gaming history which they can see also. I asked them to send my gaming history from the time it is lacking. They didn't.

Then they said they will be in contact to Evolution. Winstoria answered after couple of days and said that Evolution has answered and they say that I have no gaming history there. I asked Winstoria to send me the authentic reply from Evolution. They copy pasted some answer which from can not be sure that the sender is Evolution.

Then I asked If they give me the email address where the response came. They didn't send it or my gaming history. I have now contacted Evolution and will be in contact to Curacao. I have send Winstoria screenshots of the time there is no history and explained the situation many many times. They have send many auto messages without making effort to solve this. Can you help me?

Dear AskGamblers Team!

A friend from my street won in Winstoria casino. So I also decided to make a deposit there in my home and my own device with accurate data for my own use. And I also won with my real money over 3000€. After that, my account got blocked due to my gambling addiction.

I asked why and they answered that I had a duplicate account. I didn't breach any term or something. They blocked my real money winnings because someone that lives in my street also has an account there. That's crazy! I didn't even use the bonus!

On 3/8/2022 I made a deposit of 80 euros from my prepaid card to this casino, and money was transferred to the casino. I sent them the transaction receipt and screenshot from my bank transaction to their account. They answered me that they didnt receive any money but my bank ensured me that the transaction was successful and also gave me an approval code.

Hi all.

I've decided to open this complaint after many tries of reaching the casino without success.

I've opened an account and played here recently. Did all my deposits using BTC and was having a great time. Was able to hit an awesome win on Tombstone RIP (2722X - link to win here https://replay.nolimitcity.com/show/gezimopoune) - all of the money was used without bonus.

After a while, when reaching 1200€, I've decided to cashout.

Did the verification process and my account was verified. Eventually, they even asked for a selfie with me and the casino in the background and I've also sent this.

I had 3 cashout requests of 400€ each as they only accept 400€ per day cashouts:

- 400€ on 8th of March

- 400€ on 8th of March

- 400€ on 9th of March

On the 10th of March I receive an email saying that my gaming session was on review and this check would take between 3 and 14 business days. In 9 years in the area I was never presented with such message. It's not like I've hit a million euros... on NoLimitCity games the volatility is quite high and it is kind of normal to have these types of hits. I even had higher hits in the past on other casinos and never heard about this "session review process".

Meanwhile I've been trying to reach the casino for a few weeks to ask how much longer will I need to wait until all of this is solved. So far already sent 3 emails without a single response.

For this reason I'm opening this complaint. I think I'm just being stalled on getting my cashouts... Maybe they want me to eventually cancel the winnings so I can lose them (we all know a lot of casinos do this on purpose).

@AskGamblers let me know if you need any files, evidence or what so ever.