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I requested a crypto withdrawal from Winz.io on June 16, 2025, after completing full KYC and meeting all wagering requirements. Since then, they have rejected the withdrawal multiple times, demanding that I provide "wallet screenshots with account holder information."

I used non-custodial wallets (MetaMask and Electrum), which do not contain or display account holder details — this information simply doesn’t exist. I explained this to them multiple times, but support keeps disappearing mid-chat and continues to demand these impossible screenshots, effectively stalling the withdrawal.

I also carefully reviewed their Terms & Conditions and AML/KYC policy, and there is no mention of requiring these types of documents. I asked them to point to where this policy is stated — they could not. The request is unsupported, unreasonable, and seems to be an excuse to delay payment.

I believe Winz.io is violating fair gaming standards by creating false barriers to withdraw. I have attached screenshots of the withdrawal rejections and chat conversations to support this claim.

I would appreciate Casino.Guru’s assistance in resolving this issue.

Dear jessicamoral,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear jessicamoral, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Is this the only obstacle standing between you and your winnings?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Dear Dominika,

Thank you for your follow-up and for taking the time to look into this.

To answer your questions:

1. -This was my first request for withdrawal ever on this casino.
2. -The winnings in question were accumulated without an active bonus — I did not claim or play with any promotional bonus at that time.
3. -Yes, I believe this is the only obstacle between me and receiving my winnings. The casino is demanding wallet screenshots with "account holder information," which is technically impossible to provide when using non-custodial wallets like MetaMask and Electrum — these wallets don’t contain or display personal data.

My KYC verification was completed successfully prior to this, including liveness check, and the issue only began after I submitted the withdrawal request.

I have already explained this to the casino several times, but they have been rejecting the withdrawal and stalling the process instead of providing a clear or valid alternative.

I appreciate your support and hope this can be resolved with your assistance.

Screenshots:

I requested smaller withdrawal first (0.002BTC) but it was rejected as the casino requested KYC verification, which was completed successfully, including liveness check. And after that, they were keep rejecting all my withdrawal requests.

Here are the screenshots of the transaction history page:

As for now the withdrawal is pending for over 3 days and chat support do not reply my messages.

I also posted about this issue on another forum, and I will attach my posts on here, as I believe you might find more details in these

All posts were written on JUNE 18th.

1st post:

Thoughts about their last message:

"Potential connection to a fraud ring" is an extremely serious claim — but they provide no evidence, no details, and no formal notification of investigation.

They're shifting the burden onto me to provide more documents (which I already explained are technically impossible to generate).

This kind of language is often used to justify indefinite withdrawal delays or confiscations, especially by shady operators.

If they were actually investigating me for fraud/money laundering, they'd suspend my account and formally notify me — not play games through support chats.

2nd post:

But how can I cooperate if they keep requesting the impossible?

How do I screenshot wallet transaction with visible account holder in a non-custodial wallet?... rhetorical question. And how come if I didn't request withdrawal they would be ok with the potentially 'dirty' deposit, but when I requested withdrawal they suddenly seeing this potentially 'dirty' deposit as a problem?

Besides the fact that mentioned 'dirty deposit' exists only in their imagination.

And how can they even accuse me of anything without providing any evidence whatsoever. This, again, is just to delay the withdrawal. Keep making new excuses.

They were stalling my withdrawal for 2 days, which was still cancelable, for obvious reason. Then suddenly, after I set the daily loss limit to 1mBTC, they rejected it..... this is really low for any casino to play such games.

How greedy you must be to make millions but keep playing games when it comes to withdrawals.....

I'm waiting for their reply for 2 hours now and I still don't know what they need. ''we kindly request that your provide us with the information you are able to share''.... what does that even mean?

The truth is that they keep applying arbitrary requirements after the fact with no legal basis or technical justification.

Literally nowhere in their policy does it say they can demand wallet screenshots with account holder info — especially for non-custodial wallets..... So what exactly do they expect me to do here?

3rd post:

It's been over 10 hours with no reply—yet somehow, they did find the time to move all the Bitcoin from my deposit address to another wallet.

Can someone explain the logic here?

If, according to them, the funds were "potentially connected to a fraud ring involved in money laundering," why were they moved at all? Shouldn't those coins have been frozen or quarantined for investigation? Isn't that standard procedure?

As it stands, they’re still asking me for screenshots of transactions tied to coins that are already gone. My deposit address is completely empty. So what exactly are they investigating—and what funds are they even referring to?

It’s becoming increasingly clear that this is just another stalling tactic to delay or deny my withdrawal. And let’s be honest—even if I provided the screenshots, they'd likely just come up with yet another excuse to block the payout.

That’s the main reason I haven’t sent them—aside from the fact that their own policy makes no mention of requiring this kind of documentation. On top of that, I’ve told them at least ten times that I used a non-custodial wallet, so I simply cannot provide what they’re asking for.

And even if I could, since it's a non-custodial wallet and no account holder information exists, any screenshots they’re requesting wouldn’t show them anything they couldn’t already verify directly on the blockchain. Which only further proves that they're just stalling at this point.

Thank you very much, jessicamoral, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you. I contacted the support once again (actually twice) which is clearly a waste of time at this point. Here are some screenshots of the conversations:

1st conversation reply (proving they keep demanding impossible documents):

part of the 2nd conversation:

Update: I provided full transaction screenshots from my non-custodial wallets. Winz.io support acknowledged them but still refused to proceed. Latest agent admitted they have no info and redirected me again. No progress after over a week.

Hello jessicamoral,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter and to see if I can help somehow. I understand that you raised a lot of questions, and it would be best if the casino team answered them. Can you please confirm the amount you are disputing, while I contact the casino team?

We would like to invite Winz Casino to join the conversation.

Dear Winz Casino,

It seems the player has provided you with various pieces of evidence they could for the Know Your Customer (KYC) and Anti-Money Laundering (AML) process; why was this still not sufficient for the completion of these processes?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru

Greetings,

I will talk to Head of CS and reply back asap.

Thanks, Winz

Dear Casino Guru team,

Thanks again for your continued support.

At this stage, it’s become impossible to ignore the pattern of inconsistent, excessive, and unreasonable demands from Winz.io.

After my 0.2 BTC withdrawal was canceled again, I received two separate emails with contradictory requirements:

One email demanded that I provide a "street selfie" with my ID and their brand name on septate paperer — yes, that’s literally how they spelled it.

Another email (sent the same day) claimed that under their AML policy, I needed to provide source-of-funds documentation for specific wallets — even though these are non-custodial wallets, which do not contain or display any personal information.

Despite this, I already provided full screenshots of all wallet transactions — which is all that can be reasonably offered — but it was dismissed without explanation. I’ve cooperated in full every step of the way, yet they continue to move the goalposts with new requests each time I meet the last one.

This is no longer about verification — it’s about delaying, obstructing, and exhausting the player. At this point, I will not comply with any further arbitrary requests, especially when they contradict each other and go beyond anything in their stated terms.

It’s clear Winz.io is engaging in bad faith behavior, and I respectfully ask that Casino Guru consider this carefully in its evaluation of the case.

I’d like to provide an important update and clarification.

As of June 24, another withdrawal of 0.2 BTC has been canceled by Winz.io — despite the ongoing complaint. They are once again demanding a "street selfie with ID and their brand name on ‘septate paperer’" (their spelling, again), claiming it's required by their license provider. This is now the third separate version of this same demand, and it still has no basis in their published terms or standard verification procedures.

To recap:

I already completed full KYC, including liveness check, and was fully verified.

I provided full screenshots of all crypto wallet transactions from my non-custodial wallet. These wallets do not — and cannot — display personal identity info, yet I gave everything technically possible.

Earlier in the process, they accused me of being a fraud risk, a very serious charge. That claim was later dropped without explanation or evidence, and replaced with a series of vague, shifting verification requests.

It’s now clear that Winz.io is deliberately stalling and introducing new requirements each time I comply — a classic case of moving the goalposts. I have cooperated in full, multiple times. At this point, I will not comply with any further made-up demands, especially ones that violate my privacy and go beyond industry norms.

I hope this continued behavior will be seriously considered in the evaluation of the case.

Hi Jessica, 

Good news, Head of CS got back to me. 

After a thorough investigation completed by our security team there are no confirmed associations with your account. 

That being said you are welcome to request a withdrawal of your winnings - CS will instruct the team to approve it immediately. 

We would like to extend our apologies for this situation and the time it took to complete the investigation. 

Thanks, Winz

Dear Winz Casino,

Thank you for the positive news. I have my fingers crossed that the player's withdrawal will be processed in the standard way without any unnecessary delays.

Dear jessicamoral,

As per the casino team's response, the investigation has been finally successfully completed, and you are now welcome to initiate a withdrawal of your winnings.

I trust this process goes smoothly and without any delays. Please let me know once you receive the funds.

Dear Casino Guru team,

Unfortunately, despite the casino’s public statement that my account is cleared and the withdrawal would be approved "immediately," I submitted a withdrawal request — and it was rejected within 5 minutes.

This directly contradicts their latest message and makes it clear that the issue is not actually resolved. I’ve followed every instruction and acted in good faith. At this point, I am extremely concerned that this is yet another tactic to delay payment after publicly claiming resolution.

Please advise on next steps. I remain willing to cooperate with the Casino Guru team, but I believe the casino’s behavior speaks for itself.

I contacted support and they said it was rejected 'by error'....

I requested withdrawal again and it finally came through. Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jessicamoral,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal