Winz Casino - Dobici igrača su konfiskovani, a račun zatvoren.

Hello CasinoGuru team,

I am submitting this complaint against Winz Casino regarding the unfair confiscation of my winnings (248 USDT) and the permanent closure of my account.

On June 20, 2026, I requested a withdrawal of my funds. The casino held my transaction for two days, and on June 22, 2026, my cashout was officially canceled and my account was permanently blocked. The casino sent me a template email accusing me of breaching their "P.9 Anti-Fraud Policy" by "developing strategies aimed at gaining of unfair winnings."

I completely disagree with this decision. I played fairly, followed the promotional rules, and completed the wagering requirements without violating any terms.

I want to emphasize that any potential "circumstantial evidence" the casino might try to present — such as shared IP addresses, similar device fingerprints, or betting on the same sports matches/events — cannot and should not be considered direct proof of a violation. In modern web environments, public networks, VPNs, or dynamic IPs often overlap, and betting on popular sports matches is common for thousands of ordinary players. Such coincidences do not prove multi-accounting or fraudulent intent.

Since the casino completely refuses to talk to me and states the decision is "non-negotiable", I demand that the casino administration present clear, undeniable, and direct evidence of my alleged violations to the CasinoGuru team. Let them prove to independent mediators what exactly I have broken.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

Hello Attila,

Thank you for your response. Here are the detailed answers to your questions based on my actions on the platform:

1. I activated the welcome promotion available at this official link: https://winz.io/promotions/welcome-sports. It was advertised as a welcome package for new users on the platform. Since my account is completely disabled, I cannot log in to take a screenshot of how it was displayed inside my personal cabinet, but this is the exact promotion I used. Upon making a deposit of 124 USDT, I received an additional promotional bonus balance of approximately 88.31 USDT to play with.

2. Right after registration, I explored the platform and tried a few games, including testing some slots in demo mode to get familiar with the website before making my main moves. 

3. After my deposit and receiving the bonus funds, I placed two main game rounds (bets) using both my cash balance and the promotional funds. The round placed with the promotional bonus funds lost, but the round placed with my main cash balance won, resulting in my current total balance of 248 USDT.

4. Regarding KYC, I have successfully passed the full verification process. I completed the automated identity check directly on the platform via the Sumsub integration. Additionally, the casino requested extra verification via email, asking me to provide a selfie holding my passport alongside a handwritten note with specific text. I fully complied and submitted this photo as well, completing their verification demands.

Since I have fully verified my identity and simply played within the allowed limits of the system, I believe the instant closure of my account is completely unjustified.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I have attached screenshots of the entire chat conversation from my Outlook email.

As you can see from the screenshots, the casino did not even attempt to explain the situation or work with me to resolve the issue. Unfortunately, I was forced to contact you because I do not agree with their decision.

I expect the casino to provide you with direct evidence proving that I violated their rules. Moreover, since they are relying on Clause 9 of their Anti-Fraud Policy, they should have evidence of either multi-accounting or betting manipulation.

If they cannot provide such evidence, I believe their decision is unjustified.

Once this dispute is resolved, I will also leave a negative review of this casino based on my experience with their customer support and the way my case has been handled.

Additionally, I have sent the chat conversation logs.

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, Stefan (stefan.m@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,

Attila

Dear payprinovnal228,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Winz Casino to join this conversation and assist in addressing the complaint.

Dear Winz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings,

The player was closed in accordance with our anti-fraud policy and we are going to share the proofs with Casino Guru staff privately to avoid tipping off.

Thanks

Dear payprinovnal228,

Thank you for your patience while we reviewed your complaint.

We have carefully reviewed the information and evidence provided by the casino. Based on our assessment, we have to agree with the casino's decision in this case. Unfortunately, we are not able to share the confidential evidence submitted to us by the casino.

For this reason, we will now proceed with rejecting your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru