Winz Casino - La cuenta del jugador ha sido cerrada.

When I made my first withdrawal, my account was suddenly closed and I can't log in.

Support didn't give me a clear reason when I contacted them, they just said it was decided.

I feel that the closure of my account is unfair and would like to withdraw my funds and have my account reopened.

はじめての出金の際に突如アカウントが閉鎖され、ログインができません。

サポートは問い合わせをしても明確な理由を私に伝えず、それは決定したと言うだけです。

アカウント閉鎖は不当と感じ、出金とアカウントの再開を求めます。

Dear miki0610,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

I remember playing table games.

・Verification passed.

・I won a prize

・テーブルゲームをやった記憶があります。

・検証に合格しました。

・賞金を獲得しました

Thank you very much for your reply, miki0610. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have just emailed you the correspondence.

Please confirm.

やり取りを今メールで送信しました。

確認をよろしくお願いします。

Thank you very much, miki0610, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear miki0610,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winz Casino representative to join this conversation and participate in resolving this complaint.

Dear Winz Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Hello folks,

I will pass this on to our Head of CS. Ill get back with information soon.

Thanks, Winz

Dear Winz Casino,

Thank you for your response.

Please keep us updated regarding the case.

I'll be awaiting your reply.

Dear @miki0610

After further investigation from the team your account has been unblocked and fully restored.

We are sorry for the delay, we credited a set of free spins and sent you an email.

Thanks, Winz

Dear miki0610,

Could you confirm the information provided by the casino?

I am looking forward to your response.

Hi Stefan,

It says we have two days to respond. As far as we are concerned this is all resolved now?

Thanks, Winz

Dear Winz Casino,

We apologize, the timer was accidentally set to casino instead of the player.

Dear miki0610,

Could you confirm the information provided by the casino?

I am looking forward to your response.

I have confirmed that your account has been reactivated.

Thank you very much to everyone for contacting us.

アカウントの再開を確認致しました。

皆さまご連絡誠にありがとうございました。

Dear miki0610,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru