Winningz Casino - El depósito del jugador ha sido cancelado.

On August 28, 2025 at 11:20 a.m. I deposited with Visa at winningz.com. Due to the fees, the debited amount is €249.90! After deducting the fees, a credit of €238 should have appeared in the casino. Apparently the transaction was unsuccessful and is stored in the casino account as canceled. The money including fees for payment by Visa (€249.90) was successfully debited. I contacted the casino, and they told me that the money would be automatically refunded within 5 days. This did not happen!! Where is my money? I have already sent bank statements and an explanation to support via email and chat. I am being fobbed off with standard answers. How can a licensed provider be so careless with missing funds???? Please help.

Am 28.08.2025 um 11:20 Uhr habe ich bei winningz.com per Visa eingezahlt. Der abgebuchte Betrag ist aufgrund der Gebühren 249,90€! Abzüglich der Gebühren hätte ein Guthaben auf dem Casino in Höhe von 238€ erscheinen müssen. Scheinbar ist die Transaktion nicht geglückt und ist im Casino Account als abgebrochen hinterlegt. Das Geld inkl. Gebühren für Zahlung per Visa (249,90€) wurde erfolgreich abgebucht. Ich kontaktierte das Casino, diese teilten mir mit, dass automatisch das Geld innerhalb von 5 Tagen zurück erstattet wird. Dies ist nicht passiert !! Wo ist mein Geld? Ich habe Kontoauszüge und Erklärung dazu bereits an den Support per Mail und chat übermittelt. Ich werde mit Standard Antworten vertröstet, wie kann ein Lizenzsierter Anbieter so fahrlässig mit verschwundenen Geldern umgehen???? Bitte um Hilfe.

Hello.

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account and the transaction itself was canceled, the only thing I would recommend is contacting your bank. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

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No, the money left the bank. How do you know my bank can do anything with outgoing payments? The casino hasn't allocated the payment somewhere, and it's bouncing around. They should know that the bank doesn't do anything. I've asked them several times, and they refer me to the merchant. I expect them to contact the casino so they can take responsibility. Why should I wait a month? I find that totally outrageous.

Nein das Geld hat die bank verlassen. Wie kommen sie darauf, dass meine bank irgendwas bei ausgehenden Zahlungen machen kann? Das Casino hat die Zahlung irgendwo nicht zugeordnet und es pendelt. Eigentlich sollten sie wissen, dass die bank da nichts macht. Die habe ich ja schon mehrfach gefragt und die verweisen mich an den Händler. Ich erwarte schon dass sie das Casino kontaktieren, damit die sich verantwortlich fühlen. Wieso soll ich einen MONAT warten? Find ich total unverschämt

The transaction was processed through an intermediary (azurepay). Winningz recently announced that they are investigating the case. Unfortunately, I haven't received any response, and it's already been seven days. It would be helpful if you could contact Winningz. I'm wondering why it's so difficult for a casino to contact the provider through which the transaction was processed.

Die Transaktion ist über einen Zwischenhändler (azurepay) abgewickelt. Winningz teilte zuletzt mit, dass sie den Fall untersuchen. Ich kriege leider keine Rückmeldung und es sind bereits 7 Tage um. Wäre hilfreich, wenn Sie Winningz kontaktieren. Ich stelle mir die Frage, wieso es so schwierig ist als Casino seinen Anbieter über den die Transaktion abgewickelt wurde, zu kontaktieren.

Update: winningz writes:

Hello,

Greetings from Winningz!

After a thorough review, the responsible team has confirmed that the deposit with transaction ID 2920721825 was not completed and therefore was not debited from your bank account.

We recommend that you double-check that the transaction was correct.

We wish you a nice day and remain at your disposal.

Best regards

Destiny

Winningz Support

All proof has been submitted that the money was debited. They're trying to cheat!!!!!

Update: winningz schreibt:

Hallo,

Grüße von Winningz!

Nach eingehender Prüfung hat das zuständige Team bestätigt, dass die Einzahlung mit der Transaktions-ID 2920721825 nicht abgeschlossen und daher nicht von Ihrem Bankkonto abgebucht wurde.

Wir empfehlen Ihnen, die korrekte Transaktion noch einmal zu überprüfen.

Wir wünschen Ihnen einen schönen Tag und stehen Ihnen weiterhin zur Verfügung.

Mit freundlichen Grüßen

Destiny

Winningz Support

alle Nachweise sind eingesendet, dass das Geld abgebucht wurde. Die versuchen zu betrügen!!!!!

I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 17 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Thank you for the feedback. It's simply a waste of time. I suggest contacting the casino now so they can contact the payment provider or processor (AzurePay). Otherwise, nothing will happen in the next 17 days.

Vielen Dank für die Rückmeldung. Es ist halt vergeudete Zeit. Ich schlage vor das Casino jetzt schon einzubeziehen, damit diese beim zahlungsanbieter bzw. abwickler (azurepay) anfragen. In den 17 Tagen passiert sonst nix.

Thanks for your reply.

If the transaction won't clear after the 28th of September, we'll contact the casino for assistance. I apologize for the inconvenience.

In the meantime, kindly forward the emails or other relevant communication you exchanged with the casino to my email at tomas@casino.guru

I've corresponded with winningz via email. It can be so easy, and with azurepay you can easily see where the money is.

Habe per Mail Korrespondenz mit winningz geschickt. Es kann so einfach sein und mit azurepay einfach schauen wo das Geld ist.

Thanks for your reply.

Did the transaction clear to your player's account, or did it return to your bank account?

Please let me know.

There's no refund, as I said weeks ago. I don't understand why I have to wait again now, because it won't be refunded without Winningz's cooperation.

Es ist kein Geld zurück wie ich bereits vor Wochen sagte. Wieso ich jetzt wieder warten muss, versteh ich nicht, weil es ohne Mitwirkung von winningz nicht zurück kommt.

Thank you very much 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. Please contact the casino.

Vielen Dank. Bitte das Casino befragen.

Dear Fairplay,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.

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

Dear Winningz Casino,

Can you please explain why the player's deposit is still not returned to the player? Can you please share the response you have received from your payment provider regarding this transaction and what can be done to resolve it?

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru

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.

Dear Fairplay,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, you may wish to lodge a complaint with the licensing authority of Winningz Casino. Although the casino is managed by EOD Code SRL in Germany, which holds a license in Costa Rica, it is unfortunate that player protection is virtually nonexistent in that jurisdiction. However, the casino also possesses a license from the Anjouan Gaming Authority (AOFA) for other regions, allowing you to file a complaint with them via the validator link located at the bottom of the casino's website, where you can complete the "File a complaint" form. Our article about Licensing Authority – Anjouan Gaming | Casino Guru might be useful for you. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru