Winz Casino - El jugador aún no ha recibido las ganancias.

I request to withdraw 0.0025 bitcoin on 22 Mar 2025, it is not processed until today and I can not play any slots game on their website.

Error: Winz.io refused the connection.

If I ask the online support, they said they are investigate the case.

I have the problem, I solved it throught the KYC process after 5 days.

My account is fully verified. Have not claim any bonus.

Dear Tivolivantia,

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.

They blocked my account now, it's not about my 20 000 Rub, they took my other 0.021 BTC in the balance, please process it now

Your account was closed by our security department due to the opposite betting factor. Unfortunately, the decision is final, and your account cannot be reopened.

When I ask about where I used opposite betting? The live support closed the chat

"I cannot give you the details; the decision is final, and nothing can be done."

What a shame excuse!

My account is: ********@gmail.com

Dear Tivolivantia,

Can you please advise what kind of games have you been playing - casino or sports betting?

Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello, I played sports betting before my limitations.

Now casino games like blackjack.

I contact them via live chat, the record is no longer available. But I copy paste their reply here

Your account was closed by our security department due to the opposite betting factor. Unfortunately, the decision is final, and your account cannot be reopened.

Thank you Tivolivantia for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They closed my account, and don't even want to give me my money back. I would like to ask winz casino, how can I play opposite betting in blackjack?

Conversation with Winz

Started on April 3, 2025 at 05:13 AM America/Los_Angeles time PDT (GMT-0700)

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05:13 AM | tivoliv***a@gmail.com: why is my account blocked

05:13 AM | Fin: Give the team a way to reach you:

05:13 AM | Arthur from Winz: Let me see why your account was blocked.

05:14 AM | tivoliva***a@gmail.com: Tivol***@gmail.com

​

05:15 AM | tivol***@gmail.com: my account

05:16 AM | Arthur from Winz: Your account has been disabled due to the breach of our terms and conditions (https://winz.io/terms-and-conditions). In such case, it cannot be reopened. A letter with further details has been sent to your email by our team this Monday.

05:18 AM | tivol***@gmail.com: send me here again. The previous support told me something about opposite betting

05:18 AM | tivo***@gmail.com: which rule of your terms and conditions?

05:21 AM | tivol****@gmail.com: ?

05:23 AM | Arthur from Winz: You may find that at paragraph 10. ANTI-FRAUD POLICY. This decision is final and binding.

05:27 AM | tivoli****@gmail.com: which rule excactly?

05:31 AM | Arthur from Winz: The opposite betting in your case is considered a fraud.

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Exported from Winz on April 3, 2025 at 05:34 AM America/Los_Angeles time PDT (GMT-0700)

Hello Tivolivantia,

I'm Michal, and I have taken over your complaint. I have reviewed your case and if the opposite betting or any other not allowed strategy is confirmed I'm afraid there is nothing that can be done from our site. This is one of the techniques that are generally prohibited in almost all casinos and falls under these rules:

I will contact the casino to shed more light on this matter.

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

Dear Winz Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

I played blackjack, how is opposite betting possible?? Each play is unique

Dear Tivolivantia,

There are quite a few strategies that can be tried on various casino games and blackjack is no exception. We have an article about the most common or basic strategies in Blackjack which you can find here: Blackjack Basic Strategy | Make Correct Decisions in Blackjack But I'm sure if you search the internet for other strategies there are multiple webpages which provide a lot of information. It is important to recognize that the main purpose of casino games is to have fun rather than to seek an unfair advantage to gain winnings. Online casinos as well as regular casinos are justified in taking measures to protect themselves against tactics that could lead to an unfair advantage.

Additionally, it looks like your gameplay was flagged by the live Blackjack game provider. You need to understand that the game provider has the most detailed understanding of the game and the strategies that might offer players an unfair advantage. They are considered the "experts" in detecting irregular play and unauthorized strategies. They actively monitor this across many players on a daily basis.

This being said, I will wait for the response from the casino team and the evidence to substantiate their claims. It is expected that any accusations are backed up by reasonable evidence.

Greetings,

I have addressed this internally and waiting feedback from CS team and Game Provider.

Thanks, Winz

Hello Michal, I played ONE blackjack from pragmatic play.

It's a blackjack game where ALL players share one place versus dealer.

Which means, that all Players have the same cards, there is no possibility to do opposite betting. And I only played few rounds

Hi,

Sorry for delay, we have received further updates on this case. Firstly there are no evidence of opposite betting so that was misinterpreted by us.

However the security team detected the so called "double spend" tactic among multiple accounts and the player tivolivantia@gmail.com was one of them. We have sent supported documents to Casino.Guru where this is clearly outlined.

Thanks, Winz

Thank you for all the information and evidence, Winz Casino team.

Dear Tivolivantia,

As has come to light, the initial opposite betting was mentioned by the casino team by mistake, as this was later not confirmed. However, following a thorough investigation done by the casino security team, it has been concluded that your account was among multiple other accounts that have been flagged for engaging in the so-called "double spend" technique—a practice that contravenes the casino’s anti-fraud policy.

As a result of the above, we are unable to longer pursue your complaint and must regrettably reject it.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru