Wintopia Casino - 플레이어의 계정이 폐쇄되었습니다.

This casino suddenly closed my account, claiming that I breached their terms and conditions, which I believe is not true. They initially paid me some money, then requested additional documents for verification. I provided everything they asked for, and yet they closed my account. I am confident that I did nothing wrong. Please help me get my funds from this casino.

Dear northfist1,

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.

Has the casino specified the terms and conditions you breached?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi I played with my own money and i won without using any bonus. That was the first and last time i played at this casino. I only played a slot game. I will send you a transcript of an email they sent to me to your email. Thank you for quick response.

Dear northfist1, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Is it possible that you previously had an account at this casino?

Did you use a VPN?

Did you use a payment method registered in your name?

Hi,

it's not possible. I only opened one account in this casino and it got disabled. I did not use any VPN or anything and the payment method I used is my own account that nobody else uses and it's in my name.

Thank you very much, northfist1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 northfist1,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Wintopia Casino to join the conversation.

Dear Wintopia Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear CasinoGuru and Northfist1,

Thank you for reaching out regarding this complaint. We appreciate the opportunity to clarify our position.

The player's account was closed due to a violation of our Terms and Conditions, precisely point 2.6, which requires users to provide accurate personal information and prohibits the creation of duplicate accounts. Each user is allowed only one account, and additional accounts—whether linked to another person, family member, address (postal or IP), or email—are considered duplicates and are not permitted.

Additionally, as outlined in point 14.5, Wintopia reserves the right to close an account at any time and terminate the Terms of Use with written notice. In cases where an account is closed due to general reasons, the remaining balance may be refunded upon request. However, per point 14.6, if an account is closed due to collusion, cheating, fraud, money laundering, or other serious violations that have harmed Wintopia or third parties, any remaining balance will be forfeited and is non-refundable.

Under point 14.8, we also reserve the right to void winnings, forfeit balances, cancel bets, and suspend or deactivate accounts if there is substantial evidence of:

• Attempting to mask or interfere with IP addresses used to access our platform.
• Submitting forged documents during verification.
• Engaging in bonus abuse, either individually or as part of a group.
• Involvement in fraudulent, collusive, or illegal activities.
• Using software-assisted methods or devices to influence gameplay.

Given these factors, the account in question was closed in full compliance with our Terms and Conditions.

Best regards,

Wintopia Team

Dear Wintopia Casino,

Thank you for your response. Please forward me any evidence to confirm the above either via Skype or to my email michal.k@casino.guru

Thank you for all your messages and the provided evidence, Wintopia Casino team.

Dear northfist1,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in close succession linked with the same IPs, some account information and the same or strikingly similar gameplay behaviour. All of the accounts used the same payment method, deposited the same or very similar deposits, took advantage of the same bonuses, and the same or very similar bets in similar games, which can’t be considered just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru