Winz Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

Hello,

I recently received an email from Winz.io stating that my account has been permanently closed and my balance confiscated due to an alleged breach of their P.10 Anti-Fraud Policy.

They accuse me of multi-accounting and using unfair strategies to obtain winnings.

A few days before the closure, I completed their KYC (Know Your Customer) verification, as it was required in order to withdraw my funds. Right after submitting all my documents and completing the KYC process, my account was suddenly blocked and eventually closed.

I contacted their support via live chat and suggested that maybe using public Wi-Fi (in cafés or coworking spaces) might have caused confusion or suspicion, but they refused to give me any explanation and didn't allow me to defend myself.

I remember having a balance of approximately $1,700, but even when I asked for the exact amount, support refused to provide that information. I am now completely locked out of my account, and the only thing I can share to identify myself is my email address.

I want to clarify that I have never used multiple accounts and have always played in good faith. I am requesting that my full balance be returned, but at the very least, I believe I should be refunded my most recent deposits, which are my own money and not related to any alleged unfair activity.

This situation feels deeply unfair and handled without transparency. I kindly ask Casino Guru for assistance in resolving this issue in a fair and reasonable manner.

Thank you very much for your support.

Dear erickbet1010,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please clarify when exactly was your account created and when it was closed? 
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, thank you very much for your quick reply and for taking the time to look into my case.

Here are the answers to your questions:

1) I mostly played blackjack, both offline and live dealer. Occasionally I tried a few slots, but the majority of my gameplay was on blackjack tables.

2) I created my account on April 27th. My account was closed around June 19th or 20th – I don’t know the exact moment, as I was suddenly locked out and couldn’t access anything.

3) My winnings were earned both with and without a bonus active. They have a wheel promotion where you can spin a bonus wheel 3 times per week if you deposit 200 USDT or more. I always participated in this.

The bonuses received from the wheel had only a 1x wagering requirement, so they were practically like real money – they were cleared quickly and then used in regular gameplay.

I never won extremely large amounts, just moderate winnings over time. My play was consistent and within reasonable limits.

Thanks again for your assistance — I really hope this can be resolved fairly.

Best regards,

Erick

I would like to clarify that my deposit was confiscated, not just the small (or almost non-existent) winnings. Therefore, I kindly ask you to update the title of the complaint accordingly. Thank you very much.

Dear erickbet1010,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your message.

I have just forwarded two screenshots of live chat conversations to your email. Unfortunately, I do not have any additional material, as the casino consistently replies with "we have no further information" and refuses to clarify anything about the case.

To me, it’s truly unbelievable that they can confiscate my deposit as if they were a court of law. I would understand if I had won a huge amount, like a million euros – but in reality, I don’t even know if I actually won anything significant. They never told me. This feels like a complete injustice.

Thank you again for your support,

Best regards,

Erick

Thank you very much, erickbet1010, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Dear Katarina,

Thank you very much for your time and support. I truly appreciate your help and kindness throughout this process.

I will now wait to hear from Peter and continue the complaint with him.

Thanks again, and I hope this can be resolved fairly.

Hello there,

Thank you erickbet1010 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winz Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Greetings,

I will talk to Head of CS and revert back shortly.

Thanks, Winz

Hi Peter,

I have sent you an email with the reply from Head of CS. Please review.

Thanks, Winz

Thank you for providing me with the information Winz Casino representative. I have responded to your email, and I await your response!

Dear erickbet1010, I will keep you updated about any new developments. Thank you for your patience during this time!

H Peter,

Got your response, will revert back soon after talking to CS management. Please extend the ticker.

Thanks, Winz

Thank you Peter!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear erickbet1010,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter