Winbeatz Casino - Igrački račun je suspendovan i sredstva su zadržana.

I am writing to formally file a complaint regarding the suspension of my account and the withholding of my remaining balance of €1000.

My account was fully verified following your KYC procedures, and I was informed that the verification process had been successfully completed. Subsequently, I made two withdrawals, both of which were processed and received without any issue.

However, at a later stage, I was suddenly unable to access my account and received a notification stating that my account had been suspended. I was then asked to provide a bank statement covering the last three months.

I would like to clarify that my bank account was opened on March 3, 2026, and therefore it is not possible for me to provide a three-month statement. Despite this, I have already provided:

A bank statement from March 3, 2026 to present (PDF format)

Official confirmation of the bank account opening date

These documents clearly demonstrate my compliance with your verification requirements. Despite this, my documents continue to be rejected without a clear or reasonable explanation.

I kindly request:

I want to mention that I can access my account. I don't want to mention that I have contacted the casino several times. They always tell me the same answer to upload a 3-month account statement, nothing else.I want to mention that the transaction with my deposit to the casino also appears on the statement provided.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Initially, you mentioned that you do not have access to your casino account; however, in the last paragraph, it appears that you indicated otherwise. Can you please clarify whether you have access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I have access to the account but it immediately tells me account suspended after I log in to it..I only played slots. Yes I played with an active bonus but I won from my money that I deposited but not That's the problem here the problem is they reject my bank statement and all the time provide me the same message to give them a three month bank statement..They ask me for a three-month bank statement. Where does my transaction to their Casino appear? I explained to them that I opened my bank account on 3/03/2026. I sent them a bank statement from 03.03.2026 to date plus a confirmation in PDF format. When my account was opened, they still reject it and want a three-month bank statement. I told them that I can't offer a three-month statement because I don't have such an old account, but on the bank statement I provided, I want to mention that the deposit with them also appears. The problem here is that my account was verified in the past. I received confirmation that it was verified, but after I received two withdrawals at once, the account was not suspended and they told me to give them a 3-month bank statement.

Thank you very much for your reply, Mihai1993. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.