Winz Casino - La cuenta del jugador se ha cerrado inesperadamente.

I've been with Winz.io for a few months

been active from time to time.

Always lost so far.

Now I've had a huge hit with over 35,000€.

I wanted to pay out part of it, which usually happens immediately, but nothing happened!!

The next morning I couldn't log in anymore.

Error message: Account has been deactivated

For almost 8 days I've been getting the same answer in the chat.

The investigations are not yet finished, we will keep you updated.

For no reason whatsoever, my account was simply deactivated and I received no information.

I really don't know what to do.

Bin seit paar Monaten bei Winz.io

ab und an aktiv gewesen.

Bislang immer verloren.

Nun habe ich mal einen Riesen Hit gehabt mit über 35.000€.

Habe einen Teil auszahlen wollen was in der Regel sofort geschieht doch nichts da!!

Am nächsten morgen konnte ich mich nicht mehr einloggen.

Fehlermeldung:Konto wurde deaktiviert

Seit knapp 8 Tagen bekomme ich im Chat immer die selbe Antwort.

Die Untersuchungen sind noch nicht beendet wir halten Sie am laufenden.

Ohne jeglichen Grund einfach mal mein Account deaktiviert und keine Infos bekommen.

Weiß echt nicht was ich machen soll.

Hello Selle1212,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winz Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I verified my account immediately after winning.

ID etc. uploaded.

I won with real money. I did not accept a bonus.

I asked in the chat every two days what was going on.

Because it made me angry because before there was never any check when you lost and then suddenly when you won you were investigated.

answer:

The investigations are not yet finished, we will keep you updated.

Habe mein Konto direkt nach dem Gewinn verifiziert.

Ausweis etc. hochgeladen.

Gewinn habe ich mit Echtgeld gewonnen.Habe keinen Bonus angenommen.

Habe alle Zwei Tage im Chat nachgefragt was Sache ist.

Weil es mich sauer gemacht hat da bei Verlust bislang nie kontrolliert wurde und aufeinmal wenn man gewinnt wird untersucht.

antwort:

Die Untersuchungen sind noch nicht beendet wir halten Sie am laufenden.

Hello Selle1212,

Since you verified your account after winning, it is possible that the casino is still reviewing your documents or game history. I recommend waiting at least another week for them to process your case.

If no progress is made after that period, we can try to intervene.

In the meantime, please forward any relevant communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Best regards,

Nick

Dear Selle1212,

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.

There is no response from Winz.io

I always get the same answer in chat.

"Account is being analyzed"

And my account is still deactivated.

Es kommt keine Antwort von Winz.io

Im Chat bekomme ich immer die selbe Antwort.

„Konto wird analysiert"

Und mein Konto ist immer noch deaktiviert.

Thank you Selle1212 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Selle1212,

I am so sorry to hear about your problem with the casino. 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 state why the player's account is under investigation?

Thank you in advance for providing the information.

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.

It was clear that nothing would come from them.

War klar das von den nichts kommt.

Hi Selle1212,

I have liaised with Head of CS regarding your complaint. Recently our platform provider had a release for their aggregator which broke USDC denomination: basically balance was incorrectly interpreted by the system - if you had 1 USDC on the balance it showed 10000 USDC and it was possible to bet in far larger sums increasing the possible payout.

Essentially 35k (and according to your latest cashouts it was actually 3.5k) you mention in the complaint is merely 3.5 USDT so we blocked the account while our platform provider was fixing it and correcting numbers.

While exploiting a technical glitch and benefiting from it is in fact a violation of T&C but given your decent and trouble-free activity with us in the past we are willing to act in good faith and allow you to create a new account and start everything from scratch if you have no further claims after our explanation.

Thanks, Winz

This is really a joke.

I "can" register again too 🤣🤣🤣🤣

So that the next time I win, my account will be blocked again and there will be an alleged error.

No thanks.

That's a really cheap excuse.

Das ist echt ein Witz.

Ich „darf" mich auch noch neu registrieren 🤣🤣🤣🤣

Damit beim nächsten Gewinn wieder mein Konto gesperrt wird und es einen angeblichen Fehler gibt.

Nein danke.

Das ist echt eine billige ausrede.

Dear Winz Casino,

Thank you for your response and the information you have provided.

• Could you please provide us with proof from the platform provider that there was a technical glitch?

• Do I understand the situation correctly that the Player was eligible only for the 3,5 USDT and managed to withdraw 3500 USDT?

• Were there any other players that have experienced the same error?

• What do you mean by starting an account from scratch?

I'll be awaiting your reply.

Hi,

Im trying to reach you Stefan.

@selle1212

New account was created right?

You can also check on your transaction history on your end to verify that there was a glitch in the amounts here?

What more can we do ?

/Winz

Dear Winz Casino

Could you please respond to my questions from a previous message?

I'll be awaiting your reply.

Stefan, thanks for your help.

You can close the case, don't waste your time.

I have created a new account and will test whether they pay out this time.

As a gesture, the casino can give me back my Silver 4 level.

Stefan danke für deine Hilfe.

Kannst den Fall schließen verschwende deine Zeit nicht.

habe einen neuen Account erstellt und werde es testen ob die dieses mal auszahlen.

Als Geste kann mir das Casino meine Stufe Silber 4 zurückgeben.

Hello @selle1212,

Thanks for your reply. I spoke to Head of CS and they have now added the Silver 4 level to your account.

We appreciate and value you as a customer.

Thanks, Winz

Hello Selle1212,

Are you sure you want to close the complaint as resolved?

I'll be awaiting your reply.

First of all, thank you for the Silver 4 status.

To the casino:

It was a mistake, you say, and you can credit me with a decent cash bonus as compensation for the inconvenience.

Because it's about a big one.

short update:

It's not quite right with the Silver 4 because I currently have Silver 2 status, please clarify.

Danke erstmal für den Silber 4 Status.

An das Casino:

Es war ein Fehler sagen Sie Sie können mir gerne noch als Entschädigung einen anständigen Cashbonus gutschreiben für die Umstände.

Denn es geht ja um eine große.

kurzes Update:

Es stimmt nicht ganz mit dem Silber 4 denn ich habe aktuell Silber 2 Status bitte um Klärung.

Hey Selle1212,

Our VIP team will reach out to you shortly.

Thanks, Winz

Got a $100 bonus from the Silver 4 upgrade.

Which is really meager considering the value in dispute is €45,000.

I think you can give more as a gesture of goodwill.

Habe durch den Silber 4 Upgrade 100$ Bonus bekommen.

Was bei einem Streitwert von 45000€ echt mikrig ist.

aus Kulanz kann man da schon mehr geben finde ich.

Dear Winz Casino,

I would like to kindly ask you to respond to my questions.

I'll be awaiting your reply.

Hi Stefan,

Do you have an email I can reach you on?

What do you need us to reply?

There was a technical glitch and the player obviously knew that the balance was incorrect.

We have allowed him to open a new account and we have treated him with some good will.

We have nothing further to add to this ticket.

Thanks, Winz

Stefan, please close the case.

Thank you for everything.

Stefan schließ den Fall bitte.

danke für alles.

Dear Selle1212,

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 Manson

Casino.Guru