Winz Casino - Las ganancias del jugador fueron confiscadas.

I made a withdrawal, but then I was told that using a third party's payment method is prohibited, which is something I don't recall ever doing. As a result, my $100 USDT winnings were confiscated. I deposited from my electronic wallet and withdrew to the same place.

出金しましたが、第三者の支払いを使用することは禁止されています。 などと見に覚えのない事を言われて勝利金100usdtを没収されました。自分の電子財布から入金同じところに出金しました

Dear 9sqh4c2bhs,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

How many deposits did you make to this casino? Please send me screenshots from your deposit history in your casino profile.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Kindly forward me all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

After completing the withdrawal, my account was permanently closed.

So I don't know if I passed KYC.

I have only made one deposit and this was my first withdrawal.

出金を完了した後アカウントを永久閉鎖されました。

なのでKYCにごうかくしたかはわかりません

入金は一回のみ、出金は今回が初めてでした

Could you please confirm the owner of the payment method you used to deposit money into the casino? Is the name on the payment method identical to the name you registered in your casino profile?

It's the same. I verified my identity in both cases.

同じです、どちらも本人確認同じのでしました

Before we proceed with the investigation, please forward me the emails you received from the casino regarding the alleged third-party payment. My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Thank you for the screenshot. Please send me the payment receipt showing the deposit you made into this casino.

Thank you very much, 9sqh4c2bhs, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

OK

Hello there,

Thank you 9sqh4c2bhs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winz.io Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hi,

I have escalated this internally now to our Customer Support team. We will revert back soon.

Thanks, Winz.io

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.

Hi,

Sorry for delay.

Due to a technical error, our systems picked up that the wallet was duplicate with another user, hence the long investigation. Everything is now clear and everything has been paid. Sorry for any inconvenience caused.

Thanks, Winz

Thank you for the positive update Winz.io Casino representative.

Dear 9sqh4c2bhs, let us know if your issue has been resolved or if you require any further assistance. Thank you in advance!

All payments were not completed. The $100 deposit was returned, but the remaining $100 of my winnings were confiscated. That money has not been returned yet, and my account was suspended after I withdrew the $100 deposit.

支払いは全て完了していませんよ、100ドル入金した分は返されましたが、勝利金の残り100ドルは没収されました。そのお金は未だ返されておらず、アカウントも入金分100ドルを出金後アカウント停止をくらいました

Hi,

I spoke to Head of Customer Support and to quote them directly:

"We returned his deposit back on December 10th, the rest of what we owe him (i.e. winnings) is on his balance. Now that the account is active he is welcome to log in and either continue playing with us or request a cash out. In case he chooses the latter we will approve it without any delays. "

Let me know if there is any problems and I will report back asap.

Thanks, Winz

Thank you very much for the update Winz.io Casino representative.

Dear 9sqh4c2bhs, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Is it really active? I can't log in. I tried to get my password through chat but it says my email address is incorrect.

本当にアクティブになっていますか？ログインできません。チャットでパスワードを教えて貰おうとしてもメールアドレスが正しくないと言われます

Sorry, I was able to log in.

すみません、ログイン出来ました。

The withdrawal has now been completed!

At first, I didn't think it would work, but I'm really glad I did it. Thank you very much!!

今出金完了できました！

最初はダメ元でやってみようという思いからでしたが、本当にやってよかったです。ありがとうございました！！

I would like to delete this inquiry if possible.

できればこのお問い合わせは削除したいです

Dear 9sqh4c2bhs,

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, 

Peter