Winz.io Casino - プレイヤーの賞金は没収されました。

I opened an account on Jun 7, right after that I received an email that I can't use the bonuses but that I can play without it.

then I made a deposit of 0.004btc and didn't take any bonus.

today I did withdraw 0.00728 BTC, they asked for KYC, documents were sent and I received an email that my account is fully verified.

then they cancel my witdhdraw and allow witdhraw only deposit amount.

Support gave the reason for the multi-account and the abuse of bonuses.

I wanted to point out that I didn't have any bonus, I only played for the deposit amount.

Dear Replinian,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you used any software to mask your location when playing in the casino? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

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,

Veronika

it was Winz.io's mistake because they emailed me and returned the confiscated winnings

Please be informed that after checking your case the amount of winnings were returned back to your balance.

I offer my deepest apologies for any inconvenience we have caused you and sorry for this misunderstanding from our side.

After you fill the personal details in your account, you may initiate a new withdrawal and it will be confirmed from our side.

Best wishes,

Winz.io Team

Thank you for the update. Should we consider your case resolved or do you wish to submit a new withdrawal request at the casino and keep the complaint open? Please let me know.

yes resolved, withdraw was accepted.

Dear Replinian,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru