Win2Chill Casino - Player's withdrawal has been denied and account access blocked.

The casino refuses to withdraw my funds. They wanted documents, so I sent everything. After verification, I received an email stating that my account was fully active. Until around 6:00 PM on June 22, 2026, I could log in to the casino, play, etc. without any problems. I requested a full withdrawal, but after a short time, the withdrawal was denied. I requested it in 200 PLN installments because I knew small amounts wouldn't be a problem. After leaving the casino, I changed websites, and while logged in, I simply continued browsing the website. After a short chat, I returned to the casino to check the status, but there was a problem logging in, as shown in the attachment. Of course, I reset my password, and I received an email with a link that stopped working a second after logging in. I tried the reset three times, and still got the same message. Of course, I emailed the casino asking for an explanation of this strange situation, but I didn't receive a response. I should also mention that they are cheating with bonuses, as the information provided with the bonuses is not accurate.

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Hello,

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

• Which identity documents did you send to the casino for the verification of your account? Have all your documents been reviewed and approved by the casino?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• When was the last time you successfully logged into your casino account?

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

I played mainly with Playson providers. Some of my winnings came from bonus rollovers, and most of them came from my deposits. The documents they required were verified and approved, and I last had access before 6 p.m. on June 22nd. After my withdrawal request was rejected, I requested another withdrawal and was automatically restricted without the ability to log in. I received an email from the casino stating that my account had been restricted due to a policy violation and that I should read the terms and conditions. In the chat, the consultant stated that the funds remained in my account and would not be confiscated, but the casino did not respond to my email regarding withdrawal options.

I am attaching the response from the casino regarding the withdrawal of money. I wrote a message asking how I could receive my money and received the response as shown in the attached screenshots.

I want to send information from the casino regarding my funds in the casino account. It turns out that I won't get my money back.

Dear Luki69

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, Samuel (samuel.s@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,

Veronika

Dear Luki69,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Win2Chill Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Win2Chill Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Thank you for helping me. I will be extremely grateful for resolving this matter and I hope to at least get my deposits back.

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.

What does it mean that if the casino doesn't respond, the complaint will remain unresolved. Will it be beneficial for me because I want to get the funds back?

Hello Luki69,

thank you for your message.

I understand your concern. In the meantime, I have also tried to contact the casino through additional communication channels in an effort to obtain a response, but unfortunately, I have not yet been successful.

If the casino continues not to cooperate, I will unfortunately have limited options to investigate the case further. An unresolved complaint negatively affects the casino's rating on Casino Guru, but it does not automatically mean that your funds will be returned.

For now, I will continue trying to establish contact with the casino. If they still fail to respond, I will inform you about any further options that may be available.

Thank you for your patience and cooperation.