Unlawful Account Suspension by Winamax: Funds Confiscated Without Reason

From

https://www.winamax.es/en/about_terms-and-conditions_terms-and-conditions?LICENSE=ES

Winamax.es

Terms and Conditions

Article 2 - Operating Permits and Licences

Winamax operates under the authorisation and supervision of the Directorate General for the Regulation of Gambling (DGOJ), which has granted, for such purpose, sufficient gaming licences to be able to offer gaming activities. You can consult the gaming licences held by Winamax on the DGOJ website (www.ordenacionjuego.es/en).
All games offered by Winamax are subject to the Spanish regulatory framework, in particular to Law 13/2011 of 27 May on the regulation of gambling and its implementing regulations.

Article 16 - Gratuitous Complaint Procedure Implemented by the Operator for the Benefit of Users

16.1. Complaints Service

The Operator provides the user with a consultation and complaints service available at “[email protected]” or by post (costs will be reimbursed on request), to the following address: WINAMAX - Complaints Service, CS 50746, 75345 PARIS CEDEX 07 - FRANCE.

Upon receipt of a complaint, the Operator opens a dedicated file and assigns it a number.

16.2. Deadline for Submission and Response

The user has a period of six (6) months to file a complaint.

Winamax undertakes to respond to complaints within three (3) working days. The Customer Service Department is in charge of following up the file until its complete resolution, after which the file is closed and archived for six years.

Thank you very much for your response. Winamax is not responding from any email address. I am unable to submit a complaint on www.ordenacionjuego.es/en because I am not an EU citizen. Could you please advise me on what other steps I can take?

What country are you playing from? What is the address of the T&C that you agreed to play under when you signed up?

I registered while being in Kazakhstan on winamax.fr, but I was immediately transferred to .es. Here is a screenshot of the email; it describes everything in detail.

As you were transferred to Winamax.es in May 2024, which implies they accept you are playing under those T&C, it would seem to me that there is no reason why these would not apply:

"Claims

... the user registered with any of the online gambling operators authorized in Spain must contact the customer service of the operator ... If you do not agree with the response received or do not receive a reply within one month, you have the possibility to file a complaint against the operator with the DGOJ. ..."

https://www.ordenacionjuego.es/denuncias...

"Inspection and Sanctions

The Directorate General for the Regulation of Gambling (DGOJ) is responsible for ensuring compliance with state gambling legislation and monitoring its application. To this end, it has the power to inspect and sanction any violations it finds. If you have evidence or indications that may prove that an incident may constitute a breach of Law 13/2011, of May 27, on the regulation of gambling, you can file a complaint informing this Directorate General of the existence of these facts."

https://www.ordenacionjuego.es/denuncias...

Have you tried presenting the content of your letter to the DGOJ yet?

(I am not a lawyer. Contacting a local lawyer for professional advice is often a good procedure to follow.)

Edit: If Winamax is not replying to your e-mail to [email][email protected][/email], this, in itself, warrants a complaint, imo; although you may have to wait one month for a reply before the DGOJ rules kick in.

“Thank you. To submit a complaint to the DGOJ, it is necessary to register on their website. However, I am unable to complete the registration process because I am not located in the European Union. Errors always occur during registration, and I have sent emails to all possible email addresses without receiving any response.”