Hello Guys, please i need some help.
Ive regsitred on Winamax over years now, without any issues.
I was Playing NL25/ NL100,and NL400
i start with HU, and end up playing 6max.
I cashed out on regular basis, msot of the time 2-3k
last week i try to log me in ,and they said to me my acount was froozen.
I wrote them an email, and they said to me that i have to proove my Humainty like this :

Hello XXXX
We are contacting you concerning an ongoing game integrity investigation on our platform.

To resolve this case we require you to record and send us a video that meets the criteria below exactly:

- At the start of the recording, we must clearly be able to see your face in order to confirm your identity. Please also note that we must be able to see your face along with a valid identity document at the start of the video
- Before beginning to play, you must turn the camera 360 degrees in order for us to see your environment
- You must then start a playing session on an empty desktop (PC) - that is to say that you must start the session without any software or programs launched
- Once you have connected, you must play a total of at least 1000 hands of cash game over the course of one session
- During your session, the recording must be of high enough quality for us to see the software running on your computer. Additionally, the recording must show your playing environment, particularly your monitor(s), keyboard, mouse, and your hand movements
- The task manager must be open and visible
- The audio must also be included in the recording
- The video quality must be as high as possible
- We must receive your video within the next 4 days

Winamax reserves the right to request additional videos if necessary.

Please upload your video to a file sharing platform such as Dropbox or Google Drive and then send us the link. We will then analyze your video as part of our investigation.

Finally, please also specify the date and time at which you filmed this session.

We look forward to receiving your video and resolving this case as quickly as possible.

Regards,

Jorge Moreno
Fraud & Security
Winamax.fr




During that Time frame wich they gave me (4 Days )
they send me another email that my acount was closed and my Money will be confisated.

I had no change to make the video in that specific time frame, i was on vacation with my Family, and i was trully shoked tbh, that they do things like that,after i was a customer full verfied over years.
So, they dont response me anymore.
I feel like lost, and i also wrote the Gambling comission in malta about my issue.
Do you guys know if it makes sence to contact an Advocad?
I wasnt in that spot before, and i do play Online Poker over 10 Years on a lot of different clients.

Any Help is welcome guys

Search for the word winamax in the titles of threads in this forum. Some of the posts in those threads may help you decide how to proceed.

LOL at Winamax!

Looks like you won to much and they wanted to ban you......
Four days?!?!?!? Why not one hour after they send you that email?
Why a time frame when they got your money?
If you don't lie, it's ridiculous that they keep your money too!

i def dont lie, i do have all kind of proovs emails, and screenshots.
Ive open a support Ticket now on the Malta Gambling comission and try to get my money back.

From winamax pov so you can't "train" to play like a bot / another user they are suspecting. And yeah it's quite ridiculous time frame esp if you don't have a camera and mic to record it.

There are enough people that start a thread like you and lie. But I suspect some don't lie...



Yeah that makes sense, I didn't think of that. Thanks for making that clear.

Why Malta? Do they hold a licence there?

If not, your go-to is in #10 here:

https://www.winamax.fr/en/about_term...and-conditions

From the relevant page on MGA's site you will see their comment that:

"It is strongly recommended that you actively seek to resolve your dispute directly with the operator’s support and management prior to lodging your complaint with the Malta Gaming Authority."

From Winamax's T&C you will see:

"Article 9: Claim procedure, free of charge

"If you would like to make a claim (Website operation, account operation, inappropriate use of the chat or forum, etc.) you may contact the Company free of charge via e-mail at support@winamax.com oor [sic] by postal mail (cost to be reimbursed upon request) to the address as follows: WINAMAX – CS 50746, 75345BP 20464, 75327 PARIS CEDEX 07.

"When a claim has been received, a file will be opened and a reference number will be assigned.

"Company will attempt to answer all claims within 3 working days. Our Customer Support will follow each file until it has been resolved. Once resolved, the file will be closed and archived for a period of 6 years.

"Article 10: Online gambling mediator

"Should there be an unresolved dispute between the operator and the customer after going through every possible procedure with Winamax, the customer can call the Online Gambling Mediator:

"À l’attention de Monsieur le Médiateur des jeux en ligne
Autorité de régulation des jeux en ligne
99-101 rue Leblanc, 75015 Paris, France
+33 1.57.13.13.00
mediation@arjel.fr
http://www.mediateurdesjeuxenligne.fr"

Perhaps you should write to Support to open a claim and explain that you were on holiday when you received their initial request, but that you are now in a position to follow their instructions on recording a video? You might add that it does not appear that they have allowed you to go through any, yet alone every, "possible procedure" to prove your innocence.

*

Edit: As per SanchoHH's link, at the bottom of the T&C page it states: "Winamax is licenced by the French online gaming authority", (ARJEL).

Thx to Mike Heaven,and all other guys here i opend a claim, and hope to get some help somehow now...

Its just a disaster that youre welcome customer over years, once you start making money cashing out on regular basis you will got banned on some rooms

There always seems to be a direct correlation between the amount of "proovs" emails that actually get posted here and the likelihood that the OP is legitimately getting screwed

Bless you.

May your god protect you and keep you safe

from

Mike Heaven.

Moderator and spiritual advisor.

This is real lol? Reading it I expected it to be a troll, it's probably the most ridiculous thing I've ever read from a poker site.

This has been requested before to many players, especially high volume regs playing expressos. It is normal writing to them explaining u were away from home hence you could not fulfill their requirement in the time frame given to you. So they will probably extend that time frame. If u’re indeed normally playing with no external help in game, your recorded session will be enough for u to gain back ur playing/Cashing out rights, but be aware that once u send the video, it can take 1 or 2 months before they get back to you.

There was a popular case where winamax even announced that they asked 2 players to go and play a 200 expressos session on their Paris office, one of them never replied and lost his account and funds, and the other one went to Paris and played. After this, winamax announced that they did not find clear proof of that player using some kind of help, but still they decided to not welcome that player anymore and let him cash out and go play somewhere else.

https://gyazo.com/a5d08162e3f115d20cfca6b5be46a43f

for those who thinks im trolling.
i do have better things to do.
This is just a ****** joke

I meant by lying. That you are not fair how you play. I believe you are banned. There are plenty of people who cheat with poker and start a thread that they are simply banned for nothing. But as Winamax behaves in that email from your first post, I rather believe you. They act like god... I would drive to there office in France and would hang some one up side down till I got my money back!