Winz Casino - プレイヤーの賞金は没収されました。

Complaint Summary:

I won 35 LTC (€2700) on Winz.io’s "Wheel of Winz" bonus game and was assured in chat that the winnings were legitimate and withdrawable. However, upon attempting to withdraw, the casino closed my account and falsely claimed my documents were forged—despite accepting them just minutes before.

Detailed Timeline of Events:

1. Bonus Request & Verification:

I initially deposited and did not receive the bonus because I was using a Swedish VPN.

The casino requested proof of address, and I provided a bank statement and phone bill.

Winz.io approved my documents and credited me the bonus.

2. Winning the 35 LTC Bonus Prize:

I spun the "Wheel of Winz" and won 35 LTC (€2700).

Shocked, I immediately contacted support via live chat to confirm if it was really my money.

Support confirmed that my winnings were legitimate and that I only needed to wager my initial deposit (0.55 LTC) before withdrawing.

I asked again if I could withdraw after wagering, and support confirmed "YES."

3. Account Closure & Excuse of "Forged Documents":

After completing the required wagering, I attempted to withdraw my winnings.

Winz.io suddenly closed my account and falsely claimed my documents were "forged."

However, they had already accepted the SAME documents before adding the bonus.

After 300+ requests, they finally allowed me to send new verification documents.

I then submitted three different government-issued, watermarked documents proving my identity and address.

Winz.io ignored my new documents and refused to reconsider their decision.

4. Refusal to Provide Proof of Winnings & Chat Transcripts:

I requested my betting history, chat transcripts, and proof of winnings.

Winz.io has refused to provide any of this information—a clear attempt to cover up their actions.

Why This is Unfair & Needs to Be Investigated:

Winz.io accepted my documents, credited me the bonus, and confirmed in chat that I could withdraw.

They closed my account AFTER I won big, using "forged documents" as a false excuse.

Upon them providing me with my game history i see it's a different players email and different players bets from 2024-11-05

They refuse to provide proof of my winnings or chat history, which raises serious concerns about transparency.

Other players need to be warned about this unfair treatment.

I kindly ask CasinoGuru to investigate and help me retrieve my rightful winnings. I am also considering escalating this to the Curacao Gaming Authority and relevant consumer protection agencies.

Thank you for your help.

Dear Qpha1337,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing. To better understand your situation and assist you effectively, could you please provide clarification on the following points?

• Could you forward me the documents you submitted to the casino that were allegedly flagged as forged? My email address is [email protected]. If possible, please also include any communication from the casino regarding their decision to close your account due to failed verification.
• When exactly did you play Wheel of Winz and accumulate your 35 LTC winnings?
• Have you received any response from the casino after submitting your new verification documents?

I appreciate your cooperation and hope we can help you resolve this issue as soon as possible. Looking forward to your response.

Best regards,

Veronika

Hello,

Documents forwarded to your email.

I have not received any acknowledgement or answer as of yet to my emails (multiple)

They say in chat decision is final and cannot be appealed (indirect refusing to provide me these necessary documents to appeal)

I have provided now very serious documents which if forged would be a crime.

I have now submitted government issued documents to prove my residential address is as provided in my KYC verification.

I still haven't received my requested chat transcript from Winz.io

(48h) Waiting.

Let me know if I can do anything else.

Update on Complaint – GDPR Violations and Unethical Conduct

Since submitting my complaint, the situation has escalated in several serious ways that I feel must be transparently shared:

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1. Refusal to Verify Evidence / Sudden Ban:

I asked both Winz.io (Dama N.V.) and AskGamblers to verify the evidence used to justify the confiscation of my winnings—the same evidence referred to in our public complaint. Instead of providing transparency or allowing discussion, I was told:

> "We can’t discuss this in public, we will let you know in due time."

Shortly afterward, I was permanently banned from AskGamblers, with no chance to reply or defend myself. This strongly suggests unethical behavior and collusion between Dama N.V. and AskGamblers to silence any scrutiny or questioning.

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2. Coercive Behavior from Dama / Winz.io:

Following this, I received messages from Dama N.V. implying that I should delete the shared evidence—and that they could "make sure" I did so. This kind of language crosses the line into coercion and is deeply inappropriate coming from a licensed operator.

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3. GDPR Request to AskGamblers Denied:

I then submitted a formal GDPR request to AskGamblers / Catena Media, asking for:

All data and communication shared between AskGamblers and Winz.io that concerns me.

This is my legal right under GDPR. They refused to provide it, telling me to "ask the casino directly"—despite the fact that I have done so 7–9 times with no reply whatsoever from Dama N.V.

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4. Regulatory Escalation Underway:

Due to the lack of transparency, the silencing tactics, and the denial of my GDPR rights, I have formally escalated this case to the following authorities:

IMY – Swedish Data Protection Authority

Dutch Data Protection Authority

Konsumentverket – Swedish Consumer Agency

AP – Dutch Consumer Protection Office

All relevant documentation and communication have been submitted as part of these ongoing investigations.

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Conclusion:

The continued refusal to be transparent, the sudden silencing on AskGamblers, and the coercive tone of the casino show a disturbing pattern of behavior. I am committed to seeing this through legally and will update this complaint as official investigations progress.

And to add to the above.

The ban on Askgamblers happened right after I requested all valid proof and communication they have to show that I have been acting with bad intentions etc.

So I believe this is a red flag and proof they shut me down.also note that corporate dama n.v then asked me to delete the proof and saying they could take legal action.

Then askgamblers straight up refusing me my rightful information (conversation about me between askgamblers and the casino)

Is a huge red flag and should be taken into consideration.

Thank you Casinoguru for allowing me a platform to address this.

Thank you very much, Qpha1337, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Qpha1337,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winz Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winz Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for taking over the case.

There have been no new responses from Winz or their operator Dama N.V. since my last communication. I’ve followed up multiple times via email without any acknowledgment.

I want to highlight again that:

My account was closed after I won approximately 35 LTC from a Wheel of Winz bonus.

Prior to the win, Winz manually approved my documents and credited the bonus.

After the win, they accused me of providing forged documents, despite me later submitting government-issued, watermarked proof from multiple official sources.

When I requested proof of their claims, no evidence was ever provided.

I have now filed formal GDPR complaints with Swedish (IMY), Dutch, and Maltese data protection authorities after Winz/Dama shared another player’s personal data with me during the investigation.

Additionally, I have submitted a compensation claim to Dama N.V. and Catena Media for unlawful data sharing and reputational harm due to false fraud accusations and lack of due process.

I kindly ask that Winz Casino responds in good faith and provides their explanation and documentation regarding the account closure and the confiscation of my winnings.

Looking forward to your assistance.

Best regards,

Viktor / Qpha1337

Hi Kubo,

I also want to raise a serious concern that has emerged during this process.

Based on the statements made by both Winz.io and the AskGamblers Complaint Team, it appears that my personal data and submitted documents may have been shared between the casino (or its parent company Dama N.V.) and AskGamblers, without my explicit written consent.

(Bank statement)

I have made a formal Subject Access Request (SAR) to both parties requesting clarity and proof of any data shared about me, under GDPR Article 15. So far, neither has responded, which raises further red flags.

If such data exchange occurred without my authorization, this could constitute a violation of GDPR, and I’ve already informed data protection authorities in Sweden, the Netherlands, and Malta.

I wanted to transparently update this complaint with this issue as it directly impacts the fairness and transparency of how this case has been handled.

Kind regards,

I wanted to share my experience with Dama N.V. after submitting a complaint regarding a data processing issue. In response to my complaint, I received a letter from them threatening legal action, including accusations that my actions could potentially be considered extortion under Swedish law. They claimed this would happen if I continued to pursue the complaint.

While I’ve already filed a complaint with the Swedish Data Protection Authority (IMY), I can’t help but feel uncertain about the outcome, given Dama N.V.’s aggressive response. Despite my concerns, I am continuing with the process and am hopeful that IMY will address the issues fairly.

It’s important for users to know that they have the right to challenge data processing practices, and no company should retaliate or intimidate customers for doing so.

I will also continue this dispute on CasinoGuru since it's a neutral platform and I'm not accusing anyone of anything just using my right to free speech💬

Thank you

Hi,

Sorry for late reply.

We will get back to you after the weekend here.

@Kubo, I have sent you a message. Please extend the ticker since its Easter break.

Thanks, Winz

Hi Kubo,

Understandable around Easter, but we’re now 4 business days since you asked for a reply, and still without a reply.

They are obviously stalling.

Dear Qpha1337,

Following a thorough review of the additional information and evidence submitted by the casino, as well as the documentation provided by you, I regret to inform you that your complaint has been deemed unjustified and will be rejected.

The verification documents you submitted show clear signs of manipulation, and some of the information you provided is either unverifiable or demonstrably false. Based on our findings, the casino's actions in this matter appear fully justified.

For future reference, we strongly advise providing genuine documentation during the verification process and refraining from attempts to circumvent casino policies by submitting invalid or misleading information.

I'm sorry I couldn’t be of more assistance on this occasion, but thank you for your understanding.

Best Regards,

Kubo