Winz Casino - Igračev račun je zatvoren zbog navodne prevare.

Dear Casino Guru team, I deposited around 120USD (in TRX) into the account and played until I had 440USD (in TRX). After I tried to withdraw but was denied and prompted for KYC - which i completed and initiated another withdrawal. This was also denied and I was prompted for a photo with Winz_511940 written on a paper and me holding my ID - which i also completed and sent it to the casino. Afterwards I once more initiated a withdrawal, When I came back to check on it the website said my account was disabled. The support told me that I was banned due to fraud, and that I have developed strategies to win unfairly. I have no idea what they are referring to and I would love for them to send how much I have wagered and in which way I abused the platform. I have bet on sports, played slots, dice, blackjack and other casino originals. I urge the casino guru team to investigate this matter as the amount confiscated is extremely significant to me and my family. Thank You in advance

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Did you achieve your most recent winnings by playing a variety of game genres? (slots, sportsbetting, etc.)

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

Best regards,

Tomas

Hello,

1. I was a new player at the casino. My account lasted a couple days and was blocked after sending the picture with the sign.
2. I achieved the balance partly with a 100% deposit match only-win freebet of 100USD (granted on the first deposit), but also through non bonus play in the games described below.
3. I played slots, site original (not online) blackjack, sports betting (freebet + normal betting), i think also mines, dice, and tower. A good variety of games

Thank You

Can we please proceed ASAP as I really need the funds.

And just so you are informed I am from columbia, but it wasn't possible to create the request from there.

Thanks for your patience.

• Could you please confirm you managed to complete the wagering requirements of the bonus?
• Could you please specify which bonus from the selection you activated and played?

• Do I understand correctly that after you fully completed the wagering of the bonus, you continued to play with the amount left over? How much was left on your balance when you completed the wagering of the bonus to your knowledge?

Looking forward to your reply.

Hello,

1) Wagering Requirements

The bonus I used had no wagering requirements. It was an Only-Win Sports Freebet welcome bonus. I deposited approximately $120 USD and received a $120 USD freebet.

The only applicable requirement — which applies to all withdrawals regardless of bonuses — is that the initial deposit must be wagered before withdrawal. I have more than satisfied this condition, as I wagered several times my original deposit amount.

2) Bonus Activated

I activated the Sports Betting Only-Win Freebet Welcome Bonus upon registration:

https://winz.io/promotions/welcome-sports

3) Activity After Bonus Completion

Yes, that is correct. After placing the freebet and receiving the winnings, I continued playing. I placed another sports bet and also played blackjack and slots.

Dear narcos.big.one,

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, Michal (michal.v@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,

Tomas

Hello narcos.big.one,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Winz Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Greetings,

We have closed the user in accordance with our Anti-fraud policy. We will share the proofs with CasinoGuru shortly.

Good day,

I respectfully deny any violation of your Anti-Fraud Policy. I kindly request that you provide the specific evidence or details supporting the decision to close my account.

Additionally, I formally request the return of my remaining account balance.

I look forward to your clarification and resolution of this matter.

Kind regards.

Dear Winz Casino,

Thank you for the provided evidence.

Dear narcos.big.one,

Unfortunately, I must inform you that I will no longer be able to assist you in this case. Based on the evidence available for review, there has been a clear breach of the casino’s anti-fraud and KYC (Know Your Customer) policies.

Please note that all players are required to use an account registered strictly in their own name and to play exclusively on their own behalf. This includes using personal identification documents and payment methods that are issued in the same name as the account holder. The use of third-party documents, payment instruments, or allowing any third party to access, control, or operate the account at any time is strictly prohibited.

These measures are in place to ensure player security, prevent fraud, and comply with regulatory requirements. As such, failure to adhere to these policies constitutes a serious violation and prevents any further assistance or review of the case.

Due to the aforementioned reasons, we will now proceed to reject this 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 aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.