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Good evening, I was playing at the Wintopia casino with bonuses after a deposit, since I completed the wager and had communicated that the wager had been completed, I proceeded to withdraw. After a few days, they canceled my withdrawal (while I have made smaller withdrawals from this casino in the past) when I contacted them the first time, they replied to me at the E-mail that I quote below, in my subsequent attempts to contact them, they did not answer me at all and I am very upset. Thank you very much in advance!

Καλησπέρα έπαιζα στο καζίνο Wintopia με μπονους έπειτα απο κατάθεση εφόσον ολοκλήρωσα το wager και είχα επικοινωνήσει ότι έχει ολοκληρωθεί το wager προχώρησα σε ανάληψη . Μετά απο λίγες μέρες μου ακύρωσαν την ανάληψη (ενώ έχω κάνει πιο παλιά αναλήψεις απο το συγκεκριμένο καζίνο μικρότερα ποσά) όταν επικοινώνησα μαζί τους την πρώτη φορά μου απάντησαν το E-mail που παραθέτω παρακάτω σε επόμενες προσπάθειες επικοινωνίας μου δεν μου απάντησαν καθόλου και είμαι πολύ αναστατωμένος. Ευχαριστώ πολύ εκ τον προτέρων!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wintopia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please clarify the timeline of your deposits and bonuses relevant to the incident? If you have access to your records of deposits and bonuses, please share screenshots with me.
• Have you played the same games with the bonus money, and later with real money deposits? Which games have you played?
• Send the information requested to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good evening,

1) I can access my account normally.

2) I will send you a screenshot showing the deposits and withdrawal attempts I made.

3) Yes, I have played the same fruits with and without bonus and mainly I play png moon princess 100 sweet alchemy 100

Thank you very much in advance.

Καλησπέρα σας , 

1)Έχω πρόσβαση στον λογαριασμό μου κανονικά .

2) θα σας στείλω screenshot όπου θα φαίνονται οι καταθέσεις και η προσπάθεια ανάληψης που έκανα 

3) Ναι έχω παίξει τα ίδια φρούτα και με bonus και χωρίς και κυρίως παίζω png moon princess 100 sweet alchemy 100

Ευχαριστω πολύ εκ τον προτέρων

Thanks for your reply.

• Are you aware of accumulating any value in these games during your bonus play that was released during your real money game?
• Could you please specify which bonus you activated and played with? When exactly did you receive this bonus, and when exactly did you complete its wagering?

Please let me know.

No, I didn't collect the bonuses and play them all together, then I didn't do a bonus hunt, I know it's not allowed, I just played my bonus and I DID NOT keep the bonuses NOR did I play more than 5 euros bet. Also, the bonus wasn't anything specific, just a 200% bonus with a max withdrawal of 10x the bonus that I received. I didn't do anything illegal in the fruits

Οχι δεν μάζευα τα bonus και τα επαιξα ολα μαζι μετα δεν εκανα bonus hunt γνωριζω οτι δεν επιτρέπεται, επαιξα απλα το bonus μου και ΔΕΝ κρατησα τα μπονους ΟΥΤΕ επαιξα πανω απο 5 ευρω bet. Επισης το bonus δεν ήταν κάποιο συγκεκριμένο απλά ενα μπόνους 200% με μαξ ανάληψη 10χ bonus που έλαβα. Δεν έκανα τίποτα παράνομο στα φρούτακια

I received the bonus on 2 May of 2026 and I completed the wager on 3 May 2026

Dear Vasikons8,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Vasikons8,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wintopia Casino to join this conversation and assist in addressing the complaint.

Dear Wintopia Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.