Winzter Casino - Igračeva sredstva su konfiskovana, a isplate otkazane.

I am filing a complaint against Winzter Casino due to multiple serious issues involving confiscated funds, a missing deposit, repeated withdrawal cancellations, and unfulfilled support promises.

1. Unfair Confiscation of Over €3,000

The casino confiscated my entire balance of over €3,000 after a bonus violation. I fully accept that the winnings from that specific bonus were voided, me unknowingly placing bets with smaller odds than it was stated in bonus terms.

However, Winzter also removed:

my real‑money balance that existed before the bonus,

new winnings earned after the bonus,

funds from a later deposit unrelated to the violation.

I requested a daily balance report and full transaction history to verify what my balance should have been. The casino has refused to provide any account statement.

2. Missing €100 Rapid Transfer Deposit

On 4 July 2026, I made a €100 Rapid Transfer deposit that succeeded normally. Later the same day, I made another €100 Rapid Transfer deposit that failed. The money left my bank account but never appeared on my casino balance. Live chat confirmed the transaction failed and would automatically refund. This refund has still not happened.

Despite this, the casino now claims the failed deposit was credited—even though it never appeared in my balance and does not exist in my transaction history, which shows only one Rapid Transfer and one Bitcoin deposit.

3. €5,500 Stuck Balance and Repeated Withdrawal Cancellations

My current balance is €5,500. My last successful withdrawal was on 9 June. Since then, I have deposited almost €4,000, but every withdrawal request has been cancelled with new excuses each time.

The latest cancellation came after three weeks of waiting, with the casino claiming my withdrawal limit was €350—contradicting earlier information that my limit was €1,000 due to VIP status. These inconsistent explanations strongly suggest intentional obstruction.

4. Unfulfilled VIP Manager Contact Promises

In both email and live chat, I am repeatedly told that my VIP manager will contact me. This has never happened, not even once. The casino consistently fails to follow through on its own promises.

I respectfully ask CasinoGuru to:

investigate the confiscation of real‑money funds unrelated to the bonus, verify the missing €100 Rapid Transfer deposit,

review the repeated withdrawal cancellations and contradictory limits, examine the failure to provide promised VIP support,

require Winzter Casino to provide a full account statement,

assist in recovering the confiscated and withheld funds.

I can provide screenshots, bank statements, chat logs, and any additional evidence needed.

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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.

1. Could you please clarify which bonus you activated and played with to accumulate your winnings of €3,000? Am I correct in understanding that it was a sports betting bonus?
2. Have you contacted your payment provider to inquire about the status of the failed €100 deposit? Please note that it may take a few working days for the unsuccessful transaction to be credited back to your bank account.
3. Are there any pending withdrawal requests in your account? Have you tried submitting a withdrawal request within the limits mentioned by the casino?
4. When was the last time the VIP customer support team communicated with you?

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

1. I had pretty big balance prior to that bonus in my account which I now can't check anymore as they don't send transaction and balance history. The bonus was 100% up 100€ with 10x wagering which they have offered daily during world cup. I placed bets using lower odds than 1.8 which is stated in their terms as I for some reason thought min. odds would be 1.5. But winnings from that particular bonus couldn't be more than 500€ extra to my balance.
2. I have not as Winzter claims that money was added to my account which is just not true. Even their own sites deposit history doesn't show that deposit. And it's been now 11 days since the deposit so it should've returned to my bank account if that was the case.
3. I have now made four withdrawal requests with 1000€/withdrawal as that was the amount I was advised I can do. They once cancelled my withdrawal request of 1000€ claiming that I can only withdraw 500€ even tho advised differently. Then next email came like an hour later where they apologized and asked to do that 1000€ request again. Of course whole process starts from the scratch and takes another week.
4. I don't remember hearing from that person for at least for two months and at the moment I really don't even know who it is. Only communication comes from their customer services email and Live chat where the assure that VIP person will contact me and solve the issues.

Thank you for your response and for providing more information regarding your case.

Please forward me the most recent communication between you and the casino customer support regarding the problems with your withdrawals and the confiscation of your balance at veronika.f@casino.guru. I appreciate your time and cooperation.

Hello SWest73,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru