Winz Casino - Kazino je konfiskovao sredstva igrača.

I am reporting Winz.io for the illegal confiscation of 7439 TRX

Gameplay: I deposited my own funds and played slot games. My play was natural and based purely on luck.

Withdrawal & Block: When I tried to withdraw my 7439 TRX balance, the casino blocked my account and voided my funds.

Lack of Evidence: I contacted live support multiple times to ask for proof of any wrongdoing. The casino failed to provide ANY evidence, logs, or specific details. They only pointed to a generic 'P.10' clause.

Refusal to Help: When I asked to speak with a senior manager or a supervisor to resolve this, the live support explicitly stated: 'There is no senior team we can escalate you to, this decision is final.'

Theft of Deposits: Most importantly, the casino is refusing to return even my initial deposits. They have effectively stolen my money without any legal justification.

My Point: Winz.io is acting as both judge and executioner. They accuse me of 'strategy' in RNG-based slot games but refuse to show any proof. Their support team is completely unhelpful and refuses to escalate the matter.

I demand the return of my 7439 TRX and a full investigation by the mediators

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Dear alperen12,

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 I can understand the whole situation completely.

• Which specific games did you play? Can you provide us with your game history, please?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Petra

Dear Petra,

I would like to add one more crucial point regarding their 'Fraud' accusation:

The Impossibility of Fraud: The casino accuses me of fraud, but I was playing Slots and Blackjack. How is fraud even possible in RNG-based slots or standard Blackjack? These are games controlled by the system. Unless the casino is admitting their own games are vulnerable, this accusation is technically impossible and logically flawed.

Identity is Verified: My account was opened with my own legal information and was successfully KYC verified. The casino officially accepted that I am a legitimate player.

The Reality: They only closed my account and labeled it 'Fraud' AFTER I won and tried to withdraw. This is a classic tactic used by shady casinos to avoid paying out large winnings.

Lack of Evidence: They have provided ZERO evidence to back up this serious accusation. If there was real fraud, they would have provided logs immediately. Their refusal to show evidence proves that they are simply stealing my 7439 TRX.

I refuse to accept these baseless 'Fraud' labels. I am a verified player who won fairly, and I demand my money

Thank you for your reply and for providing the previous details, alperen12,

Could you please clarify:

• Can you provide us with your game history, please?
• Did you accumulate your winnings with or without an active bonus?
• Did you notice any unusual behavior or messages during your gameplay that might relate to the 'P.10' clause?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi Petra,

Thank you for your follow-up. Here are the details you requested:

Game History: I played Gates of Olympus and Blackjack. Since my account is closed, I cannot access the history logs, but the casino has all the records of these sessions.

Bonus Status: I definitely did not use any active bonus. It was entirely raw cash (own deposit). There are no wagering requirements or bonus terms involved.

P.10 Clause: I did not notice any unusual behavior. I played normally like any other player. I have no idea why they are citing the 'P.10' clause. I was simply playing and winning. This seems to be a baseless excuse to avoid payment.

Additional Communication: I am attaching the screenshots of my recent live chat conversations. I will also be sending the specific chat transcripts to your email address (petra.h@casino.guru) separately so you can see that the casino fails to provide any evidence and only gives 'management decision' as an excuse.

Please ask the casino to provide the specific logs that prove I violated any terms, because they have failed to show me anything so far.

Hi Petra,

I am writing to express my deep frustration and disappointment regarding the slow progress of my complaint against Winz.io. It has been several days, and the timer has already expired, yet I see no decisive action being taken against the casino’s clear misconduct.

The casino is deliberately using delay tactics. I have tried to communicate with their live support multiple times, and the results are scandalous:

They are blatantly refusing to provide any technical evidence or game logs for their 'P.10' violation claim.

They are unilaterally closing the chat on me while I am asking for my 7439 TRX, which I won with RAW CASH (no bonus involved).

They are lying by claiming it is 'not possible' to escalate the issue to a manager.

Petra, this is not just a 'misunderstanding'; this is a direct theft of my funds. Your mediation process is being mocked by Winz.io. By remaining silent and not providing evidence, the casino has already proven they have no case. Every hour that passes without this case going PUBLIC allows them to continue victimizing other players.

I request the following immediately:

Change the status of this case to 'PUBLIC' right now.

Lower their Safety Index as a result of their refusal to cooperate with a mediator.

Give them a final 24-hour deadline to pay my winnings or mark the case as 'Unresolved'.

I have provided all the transcripts and screenshots. I am tired of waiting for 'management decisions' that are based on lies. I expect Casino Guru to stand by the player when the casino is so clearly acting in bad faith. Please speed up this process.

Regards,"

Dear alperen12

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 Štefan (stefan.m@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,

Petra

Dear alperen12,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Winz Casino to join this conversation and assist in addressing the complaint.

Dear Winz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

I have just downloaded the full transcript of my latest chat with Winz.io support, and the level of dishonesty is shocking. I am submitting these as evidence of BAD FAITH and FRAUDULENT CONDUCT.

Petra, please look at how the casino agents contradicted themselves multiple times in one session:

1. First, they claimed my balance was 'empty' and there was nothing to discuss.

2. Minutes later, they admitted that 7439 TRX was 'confiscated' due to P.10.

3. When I asked how an 'empty balance' could be 'confiscated,' they refused to answer and hid behind 'internal information.'

4. Finally, they closed the chat unilaterally when they couldn't explain their lies.

This proves that the P.10 'strategy' accusation is a fabricated excuse to seize my RAW CASH winnings. Since they have already lied about the existence of the funds, their entire 'investigation' is a fraud. I am requesting the Winz representative here to explain these contradictions to the public. Why did your support lie about the balance being empty? Where is the technical proof of the violation?

I will not accept any more 'management decision' templates. I demand my 7439 TRX or a full, transparent technical report shared here in this public thread.

Hey Stefan,

We´ will be in contact with you by email as soon as possible regarding this case.

Best regards,

Winz.io Team

Dear Winz Casino,

Thank you for your response and for your continued cooperation.

I will be awaiting your reply with further information. Should you need to contact me directly, please feel free to do so at stefan.m@casino.guru.

Wait a second, Stefan. Why is this being moved to private emails? Winz.io has already been caught in multiple lies during my live chat sessions—claiming my balance was 'empty' before admitting to the confiscation. If they move this to private emails, they will just continue to stall and send more vague excuses without any public accountability.

Stefan, as a mediator, I expect you to keep this investigation TRANSPARENT. If Winz.io has any technical evidence of a 'P.10 strategy' violation on my RAW CASH play, they must present the logic of it here. Moving to private communication is exactly what a dishonest casino wants so they can hide their lack of evidence.

Stefan, you invited them here for a public explanation, but they are hiding behind private emails because they have no evidence they can defend publicly. If their 'P.10' claim was legitimate, they wouldn't be afraid to show the proof right here—moving to email is just a way to hide their fraud!

I strongly object to this 'private email' approach. I want the technical reasons for the seizure of my 7439 TRX to be shared right here in this thread. If they have nothing to hide, they should have no problem explaining it publicly. Let's not let them bury this case in dark email folders.

Greetings,

We have detected multiple signs that indicated that the player was involved in bonus abuse and multi accounting. We will share the evidence with Casino Guru privately.

Thanks!

I am shocked but not surprised by these baseless accusations. Winz.io is now moving from 'Strategy P.10' to 'Bonus Abuse' and 'Multiple Accounts'—this is a desperate attempt to create a reason for theft. Let’s clarify the facts right here:

NO BONUS PLAY: I have played exclusively with RAW CASH (Real Money). I did not use any deposit bonuses or promotional funds for these winnings. Claiming 'bonus abuse' for a raw cash session is a blatant lie.

SINGLE ACCOUNT: I have only one account, which was FULLY VERIFIED (KYC Approved) by your team before I made the withdrawal request. If there was a 'multiple account' issue, why did you approve my documents and let me play until I won?

CASHBACK FACT: The only 'bonus' involved was the standard Registration Cashback, which is a return on losses and cannot be 'abused' by winning with real money.

PUBLIC EVIDENCE: Stefan, I demand that the casino shows the 'evidence' of these so-called multiple accounts and bonus abuse here. They are jumping from one excuse to another because they caught themselves lying in chat earlier.

Winz.io, stop hiding behind 'private' emails to Stefan. If you have proof that I abused a bonus while playing with RAW CASH, show the game logs and the linked accounts publicly. You are trying to mislead the mediator because you don't want to pay 7439 TRX.

Dear alperen12,

I have reviewed the evidence provided by the casino, and based on the information available, it is not possible to disprove the allegation that multiple accounts were used. Unfortunately, the evidence in question is confidential and cannot be shared with third parties.

For the reasons outlined above, we must proceed with rejecting this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular case, as our goal is always to help players resolve their issues whenever possible.

Please note that you are welcome to contact us again in the future should you encounter any problems with another casino. Whether you have a question, a concern, or a new issue that requires review, our team will be here and ready to assist you.

Kind regards,

Stefan

Casino.Guru