Winz.io Casino - プレイヤーの賞金は没収されました。

Hello everyone. I have a problem with winz casino. I was a slots, bj live and sports player, everything worked smoothly at the beginning, deposits/withdrawals, I passed verification, I managed to win some money, I ordered a withdrawal and received an email from the security department that my winnings were confiscated, attention due to collusion with other players, which of course did not happen places. I am asking for your help, I wanted to clarify this misunderstanding with the casino, but they are not responding to me

Dear toskafke123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Player's additional comments:

Hello, in addition to my complaint about the Winz casino, I would like to point out that the winnings were without a bonus (the only bonus I used was when there was a promotion that made the deposit spin the winnings wheel and I think I got 30 euros but I lost it immediately) it is not possible that someone my IP address logged in to the casino website, I always use my phone and mobile internet (I do this because in the past I logged in to some public WiFi, such as a restaurant/gym, and later I also had trouble with another casino due to different people logging in)

Thank you, toskafke123, for your reply. Is there any relevant communication between you and the casino that you'd like to share with me before we contact the casino directly?

Additional comments from player:

Hello,

my only communication with the casino is that after ordering a withdrawal, my account was blocked and I received an e-mail from the security department that my winnings are canceled due to breaking the regulations (collusion with another player, which is not true) I wrote back that I do not agree with this decision and am asking for re-checking because there was a mistake and I didn't get any further explanation

Thank you very much, toskafke123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you toskafke123 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.io Casino for their help in resolving this complaint. We would like to know why was the player's winnings confiscated and if you can provide any evidence of collusion to my email (peter.c@casino.guru).

Thank you!

Hello,

We wish to address your recent concerns regarding your casino account at Winz.io.

Following a thorough investigation of your account activity by our Sportsbook Security Department, we must inform you of the discovery of multiple instances of sports betting collusion with another player. These actions not only violate our fair play policy but also undermine the integrity of our platform.

Due to the significant harm caused by these actions, we found it necessary to take appropriate measures. As a result, all winnings obtained from sports betting on your account have been confiscated.

Additionally, we've observed that your registered country is Poland, and in line with our Terms and Conditions, players from Poland have been restricted from participating in gameplay on Winz.io since August 11, 2023. You can find the comprehensive details of our Terms and Conditions here: https://winz.io/terms-and-conditions

It's important to emphasize that the primary reason for the closure of your account is the violation of our Casino's Policy related to sports betting collusion with another player.

In your case, however, we have made a special and loyal exception. We understand that circumstances can differ, and for that reason, we allowed you to withdraw the remaining balance from your account. Subsequent to this withdrawal, your account will be permanently closed. It is essential to understand that this decision has been made by our management and is both final and binding.

Best regards,

Winz.io Casino

then your security department made a mistake because I did not collude with any other player and your allegations are baseless. every bet is my private one. If you don't accept players from Poland, why can they register with you without any problems, be verified and if they lose, you don't see a problem? (I would like to point out that I have successfully ordered withdrawals before.)

Thank you for the clarification Winz.io Casino Team.

Dear toskafke123,

After gathering all the necessary information it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter