Winz Casino - Igrački nalog je zatvoren.

SO I DEPOSITED 110 USDT IN APRIL AND WAGERED SOME OF IT AND LOGGED IN BACK TO THIS SITE AFTER SOME TIME AND WON SOME MONEY AND MY UPDATED BALANCE WAS 147 USD. NOW WHEN I PLACED WITHDRAWAL THEY ASKED ME FOR VERIFICATION AND WHEN I SUCCESSFULLY COMPLETED MY KYC AND PLACED THE WITHDRAWAL, THEY BLOCKED MY ACCOUNT AND TOLD ME I HAD MULTIPLE ACCOUNTS WITH THEM, WHERE IT IS MY ONLY ACCOUNT WITH THEM. PLEASE HELP ME GET MY MONEY!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a bonus?
• Could you please describe your activity in the casino between April and October this year?

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

NO, NOBODY OTHER THAN ME HAS EVER REGISTERED ON THIS SITE FROM MY FAMILY. THIS IS MY ONLY ACCOUNT. I DEPOSITED UNDER A FREEBET OFFER ADN I LOST MY FREEBET TOO. THERE'S NO WINNING FROM FREEBETS BUT ONLY WITH MY INITAL DEPOSIT WHICH I WAGERED IN SPORTS, SLOTS AND LIVE CASINO. I HAVE PLAYED VERY FEW GAMES AND SLOTS IN THIS SITE AND THIS WAS MY ONLY FIRST DEPOSIT AND FIRST WITHDRAWAL FROM THE CASINO. ALSO IT IS WINZ CASINO, NOT PETER CASINO, AS IT IS STATED BYTOMAS IN THE ABOVE TEXT.

HI>/ /? I HAVE NOT RECIEVED ANY RESPONSE!

Thanks for your patience.

• Have you made any deposits to the casino? When exactly?
• Could you please explain how you were able to continue playing after your bonus was only partially wagered?
• Did the initial bonus you received expire?

Looking forward to your reply.

YES, I DID MADE DEPOSIT IN THE CASINO AFTER APPLYING SOME 100$ FREEBET OFFER AND I DEPOSITED 110$

MY BONUS WAS NOT PARTIALLY WAGERED SINCE I ALREADY LOST THE FREEBET, I DID NOT HAVE ANY WINNINGS FROM MY FREEBET. YES FREEBET DID EXPIRE BECAUSE I LOST THE FREEBET. WITH REAL MONEY IN MY ACCOUNT, I WON SOME MONEY AND PLACED AN WITHDRAWAL, THEY ASKED FOR KYC UPON WITHDRAW REQUEST AND I SUCCESSFULLY VERIFIED IT AND AFTER VERIFICATION THEY BLOCKED MY ACCOUNT.

HOW LONG WILL YOU GUYS TAKE TO RESPOND?

Thanks for your reply.

I apologize for not replying earlier.

• What games did you play with your real money deposit to accumulate your winnings? (slots, live games, betting on sports)

Looking forward to your reply.

I PLAYED SPORTS, SOME SLOT GAMES AND CASINO TOO. IM A MIXED PLAYER AND TRY MY LUCK EVERYWHERE. NO WORRIES ABOUT THE RESPONSE MAN, I HOPE YOUR'E DOING GOOD.

Dear PIKACHUPLAYS

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, Mirka (miroslava.d@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

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winz Casino representative to join this conversation.

Dear Winz Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Well I deposited some sum into their website under a freebet promotion, later on I played on their website and wagered and won some little money. The freebet i received under the offer had no winnings ( i lost the freebet). Then later on I wagered again in different games ( sports, slots and casino) and won some money and I placed an withdrawal, upon placing the withdrawal request I was immediately asked for kyc, i submitted KYC and it went on successfully. Then I placed the withdrawal again and they blocked my account ( after completing KYC successfully) and blamed me of some bonus abuse or multiple accounts. This was my only and first account on this site and they blocked it by false accusation.

Greetings,

The player in question indeed registered in April along with a group of other players that showed the same patterns.

After we had requested KYC the player left our casino until the end of October when he actually submitted the documents.

Soon after we concluded that the player is indeed a part of those players we closed in April.

We will send proofs to Casino Guru staff immediately.

Thanks!

what group in april? PART OF WHAT PEOPLE MAN? ISNT THIS STRAIGHT UP MADE UP BY YOU PEOPLE?

THIS STATEMENT BY YOU HERE:

we had requested KYC the player left our casino until the end of October when he actually submitted the documents.

JEEZ, I DID MY FULL SUMSUB KYC AND VERFIFED MY ACCOUNT AS WELL. I DO NOT HAVE ANY GROUP OR PEOPLE WITH ME PLAYING ON YOUR SITE. FIRSTLY I WAS ACCUSED FOR MULTI ACCOUNTS AND NOW STRAIGHT UP YOU GUYS SAY : WE CONCLUDED THAT THE PLAYER IS INDEED PART OF THOSE PLAYERS.

MAN HOW ON EARTH AM I SUBJECT TO THIS WHEN I DIDNT EVEN PLAY ON YOUR SITE BEFORE? MY WINNINGS ARENT EVENT FROM YOUR FREEBET YOU OFFERED. I LOST THE FREEBET AND DID ALL THE WINNINGS THROUGH VARIOUS GAMES. AND I DIDNT EVEN LEFT THE CASINO, YOU GUYS STRAIGHT UP BLOCKED MY ACCOUNT AFTER DOING SUCCESSFUL KYC.

Dear Winz Casino,

Please send me supporting evidence to miroslava.d@casino.guru.

Thank you.

Hey Mirka,

Evidence sent by email. Apologies for the delay, it was originally sent to your colleague.

Best Regards,

Winz.io Team

Dear player,

Could you please confirm again, if there is someone near you, who could have an account in this casino?

Could you also specify, which devices you used for accessing Winz casino?

Has there been any instance, in which you used someone else's device to access this casino's site, or someone else used your device to access their account?

Thank you for your cooperation.

Nobody other than me has created any account from my household or nearby me, its my only account and I do not have any other account. Yes I have used multiple devices to log in to the site and also used VPN sometimes to access the webitse, I used vpn because i was not able to access the site due to some internet provider issue so I had used VPN to log in and play games. Nobody other than me has ever accessed my winz io account and only i have logged into it from various devices and also this website has no restriction or obligation when using VPN to login into their site. I used my personal phone, phone of my family members and my desktop to log in to the site. I repeat, nobody other than me has logged into the site and the IP login may differ because I have logged in various times using VPN because of the problem I stated above.

Dear Winz Casino,

I sent you an email. Please check your inbox.

Thank you.

Where's any response from the casino side? Kindly help me get my money back. Thank you.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear Winz Casino, I sent you an email. Please check your inbox.

Thanks mirka, i highly appreciate the efforts made by you and your team on this issue.

I EAGERLY WAIT FOR THE FOLLOW UP BY CASINO, THANK YOU CASINO GURU TEAM!

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.

Hey Mirka,

Reply sent few days ago. Please check your inbox and get back to us if needed.

Best regards,

Winz.io Team

Good morning to you all. I EAGERLY WAIT FOR THE Follow up. THANK YOU CASINO GURU TEAM!

Dear player,

I would like you to know we are still investigating the matter.

Sometimes, when similar situations happen, casinos request, or are willing to perform a video verification call, where player participates, shows verification documents, and answer some questions from casino representative. In some cases, multiple people can be invited to attend these calls at the same time. Would you be willing to participate in this type of video call, if it was proposed?

Sure, I'll be glad to assist in your investigation and provide any valid documents that are required. Just share the details to join the call. Thank you Mirka!

Can we get it done before Christmas by any chance? Thank you.

Dear player,

I will contact the casino regarding the option of verification call.

In the meantime, could you please send me a 30 second video, where you show yourself, with your verification documents in the best quality possible for review to miroslava.d@casino.guru?

Thank you.

Sure I'll mail you the required video with the respective documents over mail. Thank you for your response.

Hi, can I expect a response sooner? Thank you.

Dear Winz Casino,

I sent you an email. Please check your inbox.

Thank you.

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.

Hey Mirka,

We´ have replied to your email several days ago and cannot see any new emails from you.

Can you please reach out if anything remains unclear.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear Winz Casino,

I sent you an email. Please check your inbox.

Thank you.

Hi all,

We have sent an email to the player to coordinate a video verification call.

We will let CasinoGuru know of the results and send the video for their review.

PIKACHUPLAYS please check your inbox and reply at your earliest convenience.

Thank you

Sure, I'll ping you for booking the video call time slot. Thank you!

Hi,

We have conducted a video verification and were able to resolve our concerns about player's legitimacy.

We have reinstated their winnings and the player is welcome to submit a withdrawal.

We apologize for the prolonged resolution but we hope this is an amicable resolution for all the parties involved.

Hi, casino guru team and winz.io. My account got unblocked and my winnings were added back into my account too. I placed the withdrawal a couple minutes ago and I logged into the site again to check for the same. But now my account is showing as disabled once again. May I know why is this done again? I didn't receive my withdrawal either, nor i am able to login into winz.io.

Dear Winz Casino,

Could you please clarify, why the player is unable to log in to their account?

Thank you.

Hi all,

We assume that the player made the above post within a small lapse in time between submitting the withdrawal and the actual receipt of it.

Not long after the withdrawal approval the player reached out to us via email where ultimately he confirmed that he received the withdrawal.

As for why the account was locked afterwards, the player was also informed: while we honor his winnings his past activity does not fit into our risk appetite.

Hope this clarifies.

Dear player,

Could you please confirm, if you received the full amount by now?

Thank you.

The casino has gave me my withdrawal including my winnings and my account has been closed permanently by them because of the issue stated by the casino. I'm very thankful to the casino guru team for helping me get my money from the casino in the long hassle of three months. Thank you very much casino guru team and I also appreciate the winz io representatives for following up. I do not recommend playing on this casino but the casino team or employees are great.

Dear PIKACHUPLAYS,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru