Wintopia Casino - La cuenta del jugador corre el riesgo de ser cerrada.

The casino won't verify my account. I've provided all the requested documents. The casino keeps sending me the same email saying they'll permanently close my account on February 25th, 2026, if I don't send them a video of my wallet. But I already sent them that video a month ago. They haven't told me what's wrong with my video, and frankly, I have no idea. I need your help, otherwise I'll never get my money back.

Das Casino will mein Konto nicht verifizieren. Ich habe alle Dokumente die verlangt wurden zur Verfügung gestellt. Das Casino schreibt mir immer wieder die gleiche E-Mail, dass sie meinen Account am 25.02.26 endgültig schließen werden wenn ich ihnen nicht ein Video meines Wallets schicke. Ich habe ihnen aber jenes Video schon vor einem Monat geschickt. Mir wurde nicht gesagt was mit meinem Video falsch ist und ich habe ehrlich gesagt keine Ahnung. Ich brauche eure Hilfe, andernfalls werde ich mein Geld nie erhalten.

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 your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Could you please specify which wallet service you use?
• Did the casino specify why the video you provided wasn't satisfactory or what the verification requirements are exactly?
• Please share the supporting communication between you and the casino as evidence to my email at tomas@casino.guru

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,

Tomas

Hello,

I've already uploaded a face scan, my ID, and proof of address, and everything was accepted. Currently, I've been trying to verify my crypto wallet (Litecoin) for many months. I sent the last video on January 7, 2026. I haven't been told why the video isn't sufficient. I keep receiving the same copy-pasted email, even after I follow up. I'm forwarding the communication to you.

Best regards,

Jakob

Hallo,

Ich habe bereits einen Face scan, meinen Ausweis und adressnachweis hochgeladen und wurde alles akzeptiert. Aktuell Versuche ich seit vielen Monaten mein Crypto Wallet (Litecoin) zu verifizieren. Ich habe das letzte Video am 07.01.2026 gesendet. Es wurde mir nicht mitgeteilt warum das Video nicht ausreichend ist. Mir wird immer die selbe copy-paste E-Mail gesendet, auch wenn ich nachhaken kommt die gleiche Copy Paste Nachricht. Ich leite dir die Kommunikation weiter.

Viele Grüße,

Jakob

Thanks for your patience.

I went over the communication you shared via email.

• Could you please clarify whether the app you use for crypto features a user profile where personal information is stored?
• Could you please specify which app for crypto deposits you used to deposit in the casino?

Looking forward to your reply.

Dear jakobh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of jakobh. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated):

Hello,

I apologize for not responding. For some reason, I overlooked the notification. Regarding your questions:

No, I use a proper crypto wallet and not an exchange, so there is no profile. I have been using Ledger. Wintopia has not responded to me since February 9.nI don't know if my video was sufficient or not, or if they are still reviewing it. My money is currently stuck at the casino...

Best regards,

Jakobb

Dear jakobh,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wintopia Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wintopia Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 CasinoGuru Team and jakobh,

Thank you for bringing this to our attention.

We would like to inform you that the documents provided are currently under review by our relevant department. At the same time, we are carefully assessing the case in order to ensure that all necessary checks are completed and that we can provide a fair and appropriate resolution.

We kindly ask for your patience while this process is ongoing. As soon as the review is finalized, we will proceed accordingly and update you with the outcome.

Thank you for your understanding.

Kind regards,

Wintopia Team

Hello,

This has been going on for almost 3 months. There has been no progress or new information.

Best regards,

Jakob

Hallo,

Das geht schon so seit fast 3 Monaten. Es gibt keinerlei vortschritte oder neue informationen.

Viele Grüße,

Jakob

Dear CasinoGuru Team and jakobh,

Further to our previous response, we would like to reiterate the following.

Following a detailed review of the case, we confirm that the player’s account has been subject to additional verification as part of our security, compliance, and risk assessment procedures.

During this review, certain elements required us to request an additional verification step in order to confirm that the account is being used by its registered owner. For this purpose, the player was asked to provide a selfie holding their identification document, taken in front of their logged-in Wintopia account, with the profile details clearly visible.

To ensure the player has a fair and reasonable opportunity to complete this requirement, we have temporarily restored access to the account for a period of 24 hours, strictly for verification purposes.

We kindly ask the player to provide the requested document within this timeframe. Should the required information not be submitted, the verification process will be considered unsuccessful, and the account will remain closed in accordance with our Terms and Conditions.

Please note that such measures are part of our mandatory security procedures designed to protect both the player and the platform. For security reasons, we are unable to disclose further details regarding the internal checks being conducted.

We trust the above clarifies the matter, and kindly await the requested documentation within the specified timeframe.

Kind regards,

Wintopia Team

Hello,

I still can't log in and take the selfie. My account is blocked. The account was only open for one 24-hour period when I was unavailable, as I was on vacation. The casino makes me wait for months and then gives me 24 hours to take a selfie. What a disrespectful attitude.

Best regards,

Jakob Hattensperger

Hallo,

Ich kann mich immer noch nicht anmelden und das selfie machen. Mein Konto ist blockiert. Das Konto war nur wäjrend einem 24h offen in dem ich nicht erreichbar war sondern im Urlaub. Das Casino lässt mich Monate lang warten und gibt mir dann 24h um ein selfie zu machen. Was für eine Respektlosigkeit.

Viele Grüße,

Jakob Hattensperger

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 CasinoGuru Team,

Further to our previous communication, we confirm that the player was granted temporary access to their account for 24 hours solely to complete the requested verification step.

The player was clearly informed of the requirement and the applicable timeframe. However, the requested verification was not submitted within the provided 24-hour window.

As a result, the verification process remains incomplete, and the account has been closed in accordance with our Terms and Conditions.

We have also provided additional clarification directly to Romana via email for your internal review.

Under these circumstances, we consider the case resolved on our side and kindly ask the CasinoGuru Team to proceed accordingly.

Kind regards,

Wintopia Team

Hello,

As I said, I don't think it's fair at all to make me wait for months and then only give me 24 hours for verification. As I mentioned, I was on vacation at the time and unreachable. I'm happy to take the selfie anytime; that's absolutely no problem.

These are obvious tactics to withhold my winnings and have nothing to do with fairness.

Best regards,

Jakob

Hallo,

Wie gesagt, halte ich es in keinster Weise für fair, mich Monate lang warten zu lassen und mir dann lediglich 24h zur verifizierung zu verfügung zu stellen. Ich war wie gesagt zu dem Zeitpunkt im Urlaub und nicht erreichbar. Ich bin jederzeit bereit das Selfie zu machen, das stellt überhaupt kein Problem dar.

Das sind offensichtliche Taktiken mir meine Gewinne vorzuenthalten und hat mit Fairness nichts zu tun.

Viele Grüße,

Jakob

Dear Wintopia Casino,

Please reply to my email.

Thank you.

Regards,

Romi