Winz Casino - El reintegro del jugador se ha retrasado.

I am writing to dispute a restriction on my account withdrawals at Winz Casino due to an unresolvable technical glitch with their automated verification system, Sumsub.

My official government ID has already been successfully reviewed and approved in their system (marked with a checkmark). However, the final automated step, the "liveness check," continuously fails to initialize because the system cannot properly access my camera, resulting in a frozen screen.I have meticulously followed all of support's troubleshooting steps multiple times—including clearing my cache, trying incognito mode, using different mobile devices, and attempting the "open on phone" option—but the automated error persists. It is a compatibility error on their end.I have voluntarily provided a high-resolution selfie holding my ID alongside my utility bill via email for a manual KYC review. Despite having all the evidence required to confirm my identity and process my account, their customer support keeps replying with generic, automated copy-paste templates and refuses to trigger a manual review to release my personal funds.

I have my own money invested and locked in this account. I kindly request the Casino Guru team to mediate this dispute so that Winz Casino manually verifies my documents and restores my withdrawal access.

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 adalgisa,

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'm sorry to hear you're having trouble verifying your account with the casino's system. Please allow me to ask a few questions to better understand your issue.

• Could you please tell me the date the casino requested verification documents and the date you sent them?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Dear Jean,

Thank you for taking up my case. Here are the answers to your questions, along with critical details about how the casino is handling this:

The casino did not actually request these documents from me. According to Winz Casino's own Terms and Conditions, if the automated live verification fails, documents can be submitted for a manual review. Knowing this, I proactively sent them my ID again (even though it was already approved in the first step), a high-quality selfie holding my ID, and a utility bill to complete the full verification. In fact, the casino support should have been the one to inform me that this manual option existed, rather than keeping me stuck for a whole month.

I accumulated my winnings on Live Roulette without any active bonus.

I have already attached the screenshots of the technical issue, and my ID documents also screenshots of my mails with WINZ in my very first email sent to Casino Guru. Please check that attachment.

Crucial Information for the Investigation:

During my chats with Winz Casino support before filing this complaint, they actively tried to negotiate with me. They initially made an offer to approve and release only my initial deposit, withholding my winnings. I refused, as I won those funds fairly on Live Roulette and there was no valid reason to deny them.

I asked them why they were offering this now that I threatened to file a complaint, after ignoring me for a month. Later, the support agent changed, went back on their word, and told me they would not approve or release anything anymore. They just kept repeating the same automated templates, asking for screenshots over and over again while keeping my personal funds completely locked.

I appreciate your urgent mediation with Winz Casino regarding this unfair behavior.

Best regards,

adalgisa

Dear adalgisa,

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, Mirka, (miroslava.d@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,

Jean

Dear adalgisa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winz Casino representative to join this conversation.

Dear Winz Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hi,

The account in question was closed in accordance with our Anti-fraud policy. We are going to share the details privately with CasinoGuru.

Thanks

Dear adalgisa,

Due to the casino's concerns, please send me the following to miroslava.d@casino.guru for review:

• new selfie - photographed by you, without filters or editing
• a 30 second video, where you show your ID from both sides, holding it next to your face

Thank you.

Dear adalgisa,

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.