Winz Casino - Igrački račun je zatvoren, a dobici konfiskovani.

I deposited 80 XRP and 30 XRP back-to-back, for a total of 110 XRP. These deposits were confirmed on the blockchain. I gambled normally, and from these deposits, I built my balance up to around 400 XRP.

When I requested a withdrawal, over 24 hours later my account was suddenly closed and the casino seized my entire account balance, including my original deposits. While my withdrawal request was pending, I even contacted support and was told my funds were safe. Clearly, that was not the case. Just to note I deposited and withdrew from the site before with no issues

The casino’s stated reason for closure cited "multi-accounting" and "unfair advantage gaming." These accusations are baseless:

I have completed their full KYC process and have only one account. I have never engaged in multi-accounting.

As for "unfair advantage gaming," the only thing I can think of is that I used their free spin offers with my deposits. However, these free spins were advertised as wager-free, meaning winnings from them should not have been restricted. I played legitimately, and all my bets can be confirmed by transaction history.

It’s also suspicious that the casino only decided to close my account after I requested a withdrawal. This means that while my account was open and active, any funds I deposited were never actually safe. That practice is completely against their own Terms of Service.

According to Section 10 (Anti-Fraud Policy) of their Terms of Service:

They reserve the right to close an account and refund/return the account balance.

Nowhere do the terms authorize confiscating a player’s deposit.

The only condition for seizing winnings is in the event of a chargeback—which never occurred.

By withholding both my deposits and winnings, the casino is in direct violation of its own Terms of Service and, I believe, Curaçao gaming regulations. Player deposits are the player’s right and should be returned if an account is closed.

Resolution Sought:

Immediate return of my original deposits (110 XRP).

Release of my winnings (approx. 400 XRP balance) that were unlawfully seized.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

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 used any VPN or IP-masking software to change your real location while accessing the casino website?

What types of games did you play at this casino?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Same IP address? No. As for the household question, I live in an apartment building with many other units and other buildings nearby. While it’s technically possible, I would say it’s very unlikely that there was any overlap.

To answer your VPN question — yes, I did use a VPN. However, the casino itself advertises as VPN-friendly, and their Terms of Service explicitly allow it, so I was within their rules.

As for what I played, it was mostly slots and live casino games, nothing unusual.

Again, please note that my account was fully open and active until I made the withdrawal request — only after that was my account abruptly closed, with both my winnings and deposits seized. So basically during the time my account was open any deposited funds win or lose were not safe

I even asked their support directly to show me where in their Terms of Service it says they’re allowed to close an account and confiscate deposits. They could not provide a clear answer and only told me it was a "management decision." Now, they’ve stopped replying to my emails altogether, which is why I’ve had to bring this case to CasinoGuru.

I also believe this could be a violation of their Curaçao gaming license, as player deposits should be protected.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Greekgod5755,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

In the meantime, I would like to let you know that a casino representative has reached out to me through an external channel and provided additional context. This information is currently under internal review and further discussion with the casino. I will keep you informed as soon as there are any developments.

Best regards,

Kubo

Yes, I do actually have a few questions for the Winz representative, since support has not answered any of these:

1. Multi-accounting accusation

I only have one Winz account, and I fully completed the KYC process. If something was flagged as "multi," the only explanation I can think of is that someone in my apartment building also has a Winz account, or that I logged in using public Wi-Fi at some point. Regardless, why was I not given the benefit of the doubt or at least asked to clarify this? Why was I not aasked to submit additional KYC documentation, which I would have had no problem doing?

2. Unfair Advantage Gaming

Again only thing I can think of here is I did take advantage of their wheel of winz promotions with my deposits, but these are promotions offered by Winz. I’m sure I’m not the only user who has done so. Regardless, my deposits were confirmed on the blockchain and, if you review my history, they were played through legitimate games — not abused in any way.

3. Account left open

 Why was I able to deposit and lose money just a day or two before this, without issue? And why was I told, while my withdrawal was pending, that my funds were safe and there was nothing to worry about — only for both my deposit and winnings to be seized?

My account was open and in good standing, yet all of a sudden after a withdrawal request, both my deposit and winnings were seized and my account was closed. Why was my account left open if it was supposedly "flagged"? Why was it only closed — and everything seized — after I requested a withdrawal? That is not fair play, that is not transparency. That is a scam. Straight up. Because the truth is: during the entire time my account was open, any deposit I made was never safe — win or lose, it was effectively already gone. How is this even considered proper casino practice, or legal?

4. Terms of Service / Legality

Where in the Winz terms of service does it state you can seize player deposits? I’ve reviewed them, and they only mention seizure of winnings, and only under very specific parameters. Nowhere does it authorize the confiscation of raw deposits. 

5. Unrelated XRP deposit recovery

Unrelated to this case, there’s also an XRP deposit I made that is supposedly still "in recovery" with Winz. It has now been about a month and still hasn’t been recovered. This happened because I accidentally entered the wrong memo when depositing. The irony here is that the only reason this deposit wasn’t seized is because I made that memo error. Otherwise, given what we’ve seen from this case, whether I won or lost, the money was gone. So it’s almost laughable that the only thing that "protected" this deposit was my own mistake with the memo — not Winz acting in good faith.

I hope to hear from Winz.io soon and hopefully a resolution to this case

Kubo I’ve also sent over a screenshot to add more relevance to the case, showing support’s response when my withdrawal was pending. They told me there was nothing to worry about and that I’d receive an approval email. Please let me know if you received the email 

Dear Greekgod5755,

I confirm receipt of your email and the attached screenshot - thank you for sharing it.

I would like to inform you that our discussions with the casino representatives regarding your issue are still ongoing. They have submitted additional materials that may help clarify the root of the matter. This evidence is currently under review, and I have already sent follow-up questions to the casino. I am now awaiting their response.

I will update you immediately once I receive any new information. Thank you for your patience in the meantime.

Dear Winz Casino,

Kindly review my previous email and provide your response at your earliest convenience.

Thank you for your cooperation.

Thank you for the update. You have my gameplay history — all my bets were fair and legitimate. This is clearly visible. Hope this gets resolved soon

Kubo . Could I ask that you contact us by email so we can resolve this complaint.

Dear Winz Casino,

I have replied to your email and am currently awaiting your response.

Thank you for your cooperation.

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.

Hi,

We identified at least 5 accounts seemingly belonging to one person as they share a single pattern, including the player in question.

We have shared our observations with the platform staff to avoid disclosing our antifraud tactics.

That’s an unfounded claim. There are public Discord and Telegram groups where players openly share and discuss betting strategies for casino sites. Similar betting patterns do not prove that accounts are operated by the same person. Without clear, verifiable evidence, it’s unreasonable to accuse someone of multi-accounting based solely on shared betting behavior.

Dear Winz Casino,

Thank you for providing the additional context and evidence regarding this matter.

Dear Greekgod5755,

You are correct that similar betting patterns alone are not sufficient to conclusively prove multi-accounting. However, in this case, the casino has presented multiple additional similarities, discrepancies, and red flags linking your account with several others. Unfortunately, the combined evidence strongly suggests either the operation of multiple accounts or collusion with other players to gain an unfair advantage over the casino.

Given these findings, we are unable to assist further and must reject your complaint as unjustified.

For future reference, we strongly advise you to adhere closely to the casino’s Terms and Conditions and avoid any actions that could be interpreted as attempts to gain an unfair advantage, such as creating multiple accounts or collaborating with other players. Such activities can lead to serious consequences, including account suspension and forfeiture of winnings. Ensuring full compliance with the casino’s rules helps protect your account and supports a fair and enjoyable environment for all players.

Thank you for your understanding. We regret that we could not provide a more favorable outcome. Should you experience any other issues with this or another casino in the future, please don’t hesitate to contact our Complaint Resolution Center - we are always here to assist you.

Best Regards,

Kubo