Wino Casino - プレイヤーのアカウントは理由なく閉鎖されました。

Dear Casino Guru Complaints Team,

I am submitting a formal complaint regarding Wino Casino.

I registered and deposited funds at the casino in good faith. The website is presented in Swedish, uses Swedish language as default, and appears clearly targeted toward Swedish players. This gave me the impression that the casino operates legitimately and transparently for customers in Sweden.

The casino had no issue accepting my deposits. I was able to deposit and play without any restriction or warning. Only after I won and requested a withdrawal did problems begin.

I completed the full KYC verification process and received written confirmation that my account was fully verified.

On February 23, 2026, I requested a withdrawal of €1,000 via SEPA bank transfer. Shortly after submitting the withdrawal request, my account was blocked and I am now unable to access it. I have not received my funds, nor have I been provided with a clear or justified explanation for the account closure.

Key concerns:

The website is available in Swedish and appears directed toward Swedish players.

The casino freely accepted my deposits without restriction.

My account was fully verified before the withdrawal request.

The account was blocked only after I requested a withdrawal.

I still have approximately €4,500 connected to the account.

No transparent explanation has been provided.

Accepting deposits without restriction but blocking an account after a withdrawal request raises serious concerns about unfair or bad-faith practices.

I respectfully request your assistance in:

Obtaining a clear written explanation for the account closure.

Ensuring that my withdrawal and remaining balance are paid in full.

Reviewing whether the casino’s conduct complies with fair gaming standards.

I am prepared to provide all relevant documentation, including KYC confirmation and transaction records.

Thank you for your assistance.

Kind regards,

Stefan

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.

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

Best regards

Veronika

Hello Veronika,

Thank you for your message.

I played slot games only. I did not participate in live casino games or sports betting.

I did claim the welcome bonus. I deposited $80 and received a $160 bonus as offered on the website. I completed the wagering requirements before submitting my withdrawal request.

Please let me know if you need any additional information from my side.

Best regards,

Stefan

Please forward me the entire, uncropped communication between you and the casino customer support regarding the verification and the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I hope this is enough .

I can also send recording of the screen where I show you the complete mail-history.

is that needed and if yes:

which "video-link" do you prefer.

many thanks for help

Dear Maxxan99,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika Fritz

Hello Maxxan99,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora

Casino Guru