Winz Casino - El reintegro del jugador se ha retrasado.

I am a reputable player from community and I saw the ad for winz casino.

So I gave this casino a try, I played with ADA and then used Bitcoin to deposit.

Played live casino and Slots, the first withdrawal was successful, but the second failed.

The support told me to verify my account, I did it, then they asked me for a Selfie with Winz note on the paper.

Tbh I dont like to do that, but at the end I sent them my selfie in the chat.

After that, no reply from the side from casino, asking support always gave me the same answer: my account is under review, no timeframe available.

My friends, my son helped me to reach the support out on different platform, same answer.

Right now my withdrawal is pending for weeks, and Im only allow to cancel my withdrawal

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.

Dear CrasyThung,

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

I dont think it will be processed in 3 days

They blocked my account right now

Dear CrasyThung,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They blocked my account right now

cannot login

Dear CrasyThung, thank you for your reply, and I am sorry about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently have access to your account?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

1.I am blocked from this casino

2.I passed KYC

3.No bonus used

4.I dont have any conversation with casino anymore, they simply closed my account

Dear CrasyThung,

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, Matej (matej.l@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,

Attila G.

Hello CrasyThung, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Winz Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding player's blocked account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hey Matej,

I sent you email regarding the case.

Best regards,

Winz.io

Thank you for the explanation, dear Winz Casino. Once I receive a response to my latest message, I believe I will be able to process this complaint further.

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.

I have requested further evidence and asked questions to the casino representative, as this case seems to be a bit more tangled, than I have expected. Once I hear back, I will post an update here, in this thread.

So what is this timer for? it is already expired and no answer

Dear CrasyThung, the timer is bugged because the casino representative never responded openly here, so it always gets stuck after a few days, instead of designated 2 weeks. Unfortunately i can't fix it and the casino only communicates via e-mails. Apologies for the confusion caused. I will try to keep you updated more frequently going forward, so the timers will not cause more issues.

I have received a response from the casino. There were two issues. We managed to clear up one of them, and right now I am looking into the other one. I will be swapping timer my way, and will post another update after I chew through the screenshots and familiarise myself with the new details.

thank you

I have asked the casino for what I believe will be the final piece of evidence, that can prove what outcome this complaint should get. Once I hear back, I will post an update.

In our latest communication, I have proposed a resolution of this complaint to the casino representative, suggesting the balance being approved for withdrawal. Right now I am waiting for their response and will post another update once I hear back.

I have received an update form the casino representative, and will post an update shortly.

Apologies for the "last minute" response, I normally try to avoid doing so as much as possible. On this occasion, I was waiting for one of my colleagues to return back to office, to discuss the case with.

Dear CrasyThung, here is the latest update on your case: the casino has provided me with all the evidence they could, and I have also discussed it with other members of the Complaint Resolution Team. As no evidence of wrongdoing or system issues have been presented, I have made a proposal to the casino representative to return your winnings to you. Right now I am waiting for their final response. If they agree to pay out, I will keep the complaint open until you confirm reception of your money. If the answer is negative, I will close the complaint as unresolved, as the casino's decision will be final and there will be no more room for mediation.

Thank you Matej

Good news, CrasyThung! The casino has agreed to resolve this complaint and once the KYC department is satisfied, they can proceed with the pay out. You will be contacted by the casino representative shortly, to schedule a call.

Please, follow their instructions and once it's done, drop a reply in this thread. I will then swap the timer towards the casino, until they confirm the next steps. If you have any questions, do not hesitate to ask!

Hi all,

We have sent an email to the player to coordinate a video verification call.

We will let CasinoGuru know of the results and send the video for their review.

CrasyThung please check your inbox and reply at your earliest convenience.

Thank you

Hello, so what is the video verification call for?

I already completed the verification on site and sent you selfie.

I dont want to play on your site anymore.

Give my money and I will be out.

No verification on your site and in your company anymore

This company make problem once it comes to withdrawal.

What is the reason for the strange video verification call now?

Why you closed my account before? For which activity?

Let my withdrawal pending for weeks and only allow me to cancel and lose my money?

After seen Im waiting for my money, you blocked my account.

This is not how crypto casino should do.

Please give my money and close my account

Im out and exhausted of this weird business.

Or whatever you want to do

Dear CrasyThung, I can assure you this is completely standard procedure in this kind of cases, and nothing out of the ordinary. A simple video call with the casino representative will clear up any remaining confusion and will enable you to receive your winnings. These calls are not too long so it won't take a lot out of your day, and afterwards, you can withdraw your winnings with no further issues.

Please, let me know once you respond to the casino's e-mail and/or once the call has been finished. Thank you for your understanding.

I would like to make it clear that I have no objection to completing a verification video call and am willing to cooperate.

However, before proceeding, I require a clear explanation as to why my account was previously closed or suspended. I am entitled to know what specific concerns or alleged violations led to this decision, why doubts were raised about my verification, and why these issues were not communicated to me transparently at the time.

I also request an explanation as to why I was not given the opportunity to complete a verification video call earlier, or at the very least, why my original deposit was not promptly refunded once my account was blocked. Instead, I deposited funds in good faith, spent time and effort complying with requests, and waited without receiving a clear justification for the account closure.

It is concerning that a verification video call was only offered after I escalated this matter through a complaint. This raises legitimate questions regarding the original basis for the account closure and the handling of my funds.

Once the casino provides a clear written explanation addressing these points, I will agree to proceed with the verification video call. My only request is the refund of my original deposit after the verification video call.

Dear CrasyThung, I fully understand your frustration. Getting blocked with no explanation feels unfair and you have a point regarding the issue being worked on only after lodging the complaint. I have read the casino's T&C and I don't think the casino will provide any further details.

The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.

As per the above, it is up to the casino to refund deposits and/or state the reasoning behind the account closure. The main reason for this term being in every casino's T&C is to ensure they do not disclose information about money-launderers or criminals being investigated by the law enforcement, and it also makes it easier to simply block an account of a player they do not wish to cater to anymore, without the need for stating the reason.

Personally, I would not dwell on the reasoning too much, as it does not help moving the mediation forward. Whatever the reason may be, it will not change the fact the account is closed. Therefore, I would focus on getting the KYC call done ASAP. Once you pass, you will receive your money and then can look for a different casino, where you may get much warmer welcome. But for now, please adhere to the casino's prompts to ensure this issue can get resolved sooner rather than later. Thank you very much.

With that being said, I will now swap the timer towards the Winz Casino, and would like to ask them to let us know once the date of the call has been established, so I can manage the timer accordingly. Thank you very much.

Greetings CrasyThung,

We are not going to publicly share any details of our investigation in order not to tip off our anti-fraud techniques and things that we pay attention to.

However we want to act in good faith and we are open to conducting a video verification as a last resort option for you to reopen the account.

While currently we have a pretty clear picture of your account and what you were trying to achieve there is a chance - albeit a miniscule one - that we might have been in the wrong. If that proves so we will acknowledge that and reinstate your winnings.

Dear CrasyThung,

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,
Matej
Casino.Guru