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.

Hello, I have provided you with absolutely all the data by email.

Dear Mihai1993,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Mihai1993,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winbeatz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good afternoon,

I am still patiently waiting for the casino’s explanation as to why they claim they cannot see my deposits to their casino.

I have already provided my bank account statement, detailed records of every transaction made to the casino, and screenshots from my online banking application, yet they still continue to claim that they cannot see my deposits between me and the casino.

The transaction was processed through a payment processor, so there is no way for the casino’s name to appear directly on my bank statement. The name that appears is the payment processor’s, which acted as an intermediary between me and the casino.

I am attaching a screenshot of my account statement showing the transaction date. Although I made the deposit to the casino on the 5th, it appears on my bank statement on the 6th due to bank processing times and the payment processor’s procedures.

Therefore, they cannot claim that my account statement does not show the deposit made to the casino. This is completely false.

I am still waiting for a clear explanation regarding this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.