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

I want to share my experience with Winz.io and warn other players to take a close look at how the casino handles withdrawals.

On August 13, 2026 at 23:13, my withdrawal of 400 TRX was canceled. Shortly afterward, my entire balance was confiscated and my account(KYC verified)was permanently closed.

Winz.io told me that I had violated their P.9 Anti-Fraud Policy, claiming that I had been using "strategies aimed at gaining unfair winnings."

But what exactly was this supposed strategy?

I only played regular games offered by Winz.io, including Blackjack and Plinko. I also played the slot Sweet Bonanza. I did not manipulate any software, exploit any bug, or use any fraudulent method.

So I genuinely want to understand: How can winning money on games provided by the casino itself suddenly be considered "unfair winnings"?

If Winz.io believes I violated P.9, I expect a specific explanation:

• What exact action allegedly violated P.9?
• What "strategy" am I supposedly using?
• Which game or round was allegedly problematic?
• What technical evidence supports this accusation?
• Why are winnings from games offered by Winz.io being classified as "unfair"?

A generic statement saying "breach of our Anti-Fraud Policy" is not enough to justify confiscating over €1,000 of a player's balance and permanently closing their account.

I am asking Winz.io to provide a clear and transparent explanation and actual evidence of the alleged violation.

If a player wins on games offered by the casino itself, that should not automatically be treated as fraud simply because the winnings are higher than expected.

Winz.io, please explain exactly what I supposedly did wrong.

Until I receive a proper explanation, I consider this an extremely unfair treatment of my account and funds.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your most recent winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.
• Could you please describe the gameplay that led to your most recent winnings in more detail? Did you switch between different types of games while you had an active bonus or any bonus features activated?
• Did you notice any irregularities during your most recent gameplay, such as unusually high winnings, an unusual lack of losing bets, or unusually frequent bonus features being triggered?
• Is there any chance that someone from your household or using the same IP address also created an account 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,

Veronika

Dear Madtong

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, Matej (matej.l@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,

Veronika

Hello Madtong, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Winz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were confiscated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Greetings,

This player's account was indeed closed as a part of our anti-fraud investigation. We are going to share our findings privately with CasinoGuru in order not to tip off our tools and approaches.

Thanks!

Thank you for your response.

I understand that you may not be able to disclose the details of your investigation or the methods you use to detect fraud. However, I would appreciate it if you could clarify what the anti-fraud investigation was actually related to.

Was there any allegation that I used a particular strategy, system, or technique to win while playing the slots? I would genuinely like to understand what raised the concern about my account.

I also understand that you may prefer not to share these details directly with me. In that case, I respectfully ask you to provide the full findings and evidence to CasinoGuru, as you mentioned. I have nothing to hide and I am happy for CasinoGuru to review whatever information you have regarding my account and the reason for its closure.

Thank you for the message, dear Winz Casino, it was very helpful.

I have requested one more piece of information and once I receive the response, I will be able to provide some insights and advise next step regarding this complaint.

I would like to thank the Winz Casino for additional evidence.

Dear Madtong, the casino has provided proof from several sources, confirming that fake documents were used to pass KYC procedure. This has directly violated T&C you have agreed with upon signing up for the casino account, namely term 11.10:

11.10. We reserve the right to verify your identity before processing any withdrawals. If you submit false or incomplete KYC documents, we may refuse your payout and terminate your account; notification will be sent via email. Additionally, we may report suspicious activity to the relevant regulatory authorities.

Casino Guru does not condone such practice, and therefore I will not be able to mediate the complaint on your behalf any longer. I will now proceed to reject this complaint, and in the future I would recommend only using your real credentials when undergoing KYC procedure, to avoid having balance voided and account closed permanently. Thank you for your understanding.