The player from Germany faced issues with withdrawing his winnings of 2,900 euros from Winarius after his account was blocked without notice. Despite attempting facial recognition and sending multiple identity documents and proofs of account ownership, he received no response from customer support. The Complaints Team made multiple attempts to contact the casino but received no cooperation from its representatives. Consequently, the complaint was marked as "unresolved," and the player was advised to reach out to the Curacao Gaming Authority for further assistance.
Winarius Casino - Player’s account has been closed without notice.
Unresolved
Our verdict
No reaction
Black points: 1,167
Amount: €2,900
Winarius Casino
Safety Index:LowCase summary
Discussion
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3 months ago
Translation
Dear Sir or Madam,
I have opened a betting account with the betting provider Winarius.
I made a deposit of 100 euros and with this deposit I was able to make a profit of 2,900 euros (one bet).
I was then able to log in normally and wanted to make a withdrawal of the 2,900 euros.
I then performed facial recognition using the camera on my computer. Unfortunately, facial recognition didn't work with this camera.
I sent them various proofs that the "Roggedinho" account belongs to me and that I am really the one who opened the betting account.
I am Arne [ hidden by Casino.Guru ]
I submitted countless documents (identity card, driver's license, birth certificate, photos of me with the camera on my computer, photos of me with identity card and driver's license, etc.)
I have sent countless emails to customer support.
My betting account was simply blocked without notice, and I have not received any response.
I don't know what to do anymore and I sincerely ask for your support.
Edited by a Casino Guru admin
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winarius Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you create your account?
- When did the casino ask you to verify your account? Have you uploaded all the requested documents as soon as possible and in the correct format?
- Were any of your documents explicitly rejected or approved?
- What error message, if any, did you receive during the facial recognition process?
- Did you have only one attempt to undergo the facial recognition process?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
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,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
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Ladies and Gentlemen
I am very happy to hear from you.
I hope sooo much that you can really help me.
I am truly perplexed and desperate.
I will send you an answer to your questions tomorrow.
I would like to thank you in advance for your effort and support.
Thanks alot.
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3 months ago
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Ladies and Gentlemen
I would like to answer your questions and hope so much that you can help me.
After writing countless emails to customer support and receiving no responses, I wrote a letter to the betting provider that was supposed to answer all of my questions.
I NEVER received an answer to that either.
I've asked customer support for a response/comment at least once or twice a day. This has continued day after day. To this day, I've NEVER received a response/comment. I've tried absolutely EVERYTHING. You're now my last hope.
How can I send you this letter?!! It is a PDF
Many hopeful greetings
Arne ****
Edited by a Casino Guru admin
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3 months ago
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Request to reopen my betting account
Ladies and Gentlemen
On 25 June 2025, I opened a betting account with your betting portal and deposited a total amount of 300 euros. After properly setting up the betting account and placing several bets, my betting account was suddenly and without any comprehensible reason closed on 25 June 2025.
I simply received the message: "The user has been blocked by
Administrator disabled, contact live chat or send an e-
Mail to the [email protected] ".
To date, you have not given me a detailed or comprehensible explanation
This procedure constitutes a unilateral and unjustified refusal to contract
and is neither in accordance with the general terms and conditions (GTC) nor with
recognized principles of consumer protection and is also not legally
sustainable.
According to your information, you have a gambling license from the government of
Curaçao. Although this license is less regulated than European licenses,
It nevertheless obliges you to treat your customers fairly and transparently.
With regard to retained deposits and especially retained profits
This is purely customer credit, which I can access at any time.
I have a right to reimbursement.
Short, bullet-point description of the facts:
• Deposit of 3 x 100,- Euro
1• I lost the first two bets (100 euros each)
• The third bet was a combination bet and I placed this bet
The prize was just under 2,900 euros
• After winning this bet, my betting account was closed for no apparent reason
blocked. I was no longer able to log in to my betting account and
to pay out my winnings.
• This means in plain language: When I lost my bets, my
Betting account was not blocked "just like that". However, when I had a profit of just
2,900 euros, the betting account was blocked.
I had asked you by letter dated 26.06.2025 to pay me the outstanding amount
in the amount of 2,900 euros to be transferred immediately to the following account:
Arne [ hidden by Casino.Guru ]
On June 26, 2025, I was suddenly able to log into my "Roggedinho" betting account again. I was, of course, very happy about that.
Immediately after logging into my betting account, I placed two bets and wanted to make a withdrawal. Before I could make a withdrawal, I had to verify my identity.
I have submitted evidence of this.
Furthermore, my face was required to be scanned. I did this scanning with the camera on my company computer. Unfortunately, this camera was incorrectly adjusted or is not designed for this type of scanning.
of scan not suitable or aligned.
Unfortunately, I didn't know this in advance, as otherwise I would have scanned my face with my phone camera.
I, Arne [ hidden by Casino.Guru ],
I hereby declare under oath:
During the mandatory identity check, I did not attempt to use the so-called
To circumvent the liveness test using fraudulent methods. I did not intend to act fraudulently in any way. As already explained, my camera was not suitable for such a
Liveness testing is simply not designed or suitable.
I hereby certify that my information is correct and complete to the best of my knowledge.
Knowledge and conscience. I am aware that an intentionally false affidavit
Insurance is punishable (§ 156 StGB).
I am always ready to repeat the liveness test. For this, I would
use my phone camera.
I would like to inform you that on June 26, 2025, I contacted the CGA (Curaçao Gaming Authority) with my incident:
2•Website:https://www.gaminpcontrolcuracao.org
• _ _ _ Email (for complaints): infoecaminccontrolcuracao.org
Furthermore, I have reported my incident to the GCB (Curacao Gaming Control Board)
reported.
I am sending you again various documents proving that the
The betting account "Roggedinho" belongs to me - Arne **** - and I am really the one who opened the betting account.
I'm Arne [ hidden by Casino.Guru ].
I would submit even more evidence (e.g. a birth certificate) if they request it.
If you require any other evidence, I will provide it promptly.
They are a reputable betting provider with excellent quality and a great
Reputation. This betting provider also enjoys a great reputation in Germany.
Even the German gambling authority confirmed this to me after I
also confronted with my incident.
I hereby request that my betting account be approved and that I be verified so that I can make a withdrawal.
Arne ****
Edited by a Casino Guru admin
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3 months ago
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Dear Ladies and Gentlemen,
In my last reply, I informed you of the content of my letter to the betting provider Winarius.
I have written countless emails and submitted countless documents and photos.
I never got an answer.
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3 months ago
Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
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3 months ago
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Hello Natalia,
I have sent you two emails with all the relevant information.
Kind regards
Arne
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3 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila ([email protected]) 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.
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3 months ago
Hello Roggedinho,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Winarius Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
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3 months ago
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Hello Attila!
I am really pleased that you are supporting me in resolving the conflict.
I'm really grateful to you.
I have tried and done absolutely everything to resolve the dispute with the betting provider.
Unfortunately without success!!!
I have taken all necessary steps and submitted all evidence and documents available to me.
However, I have not received any response to any email or letter.
You are truly my last hope now and I hope sooo much that a solution will be found.
If you need further information, I will send it to you immediately.
What did you write to the bookmaker?
Do you have hope that the conflict can be resolved?
Thanks again for your support.
It's great that you're helping me.
Best regards…
Arne Roggenbock
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2 months ago
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.
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2 months ago
Dear Roggedinho,
We are extending the timer for Winarius Casino, as we have received their reply via email. I remain hopeful that we can reach a successful resolution of this complaint.
Best regards,
Attila G.
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2 months ago
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Hello Attila!
Does that mean the betting provider Winarius has sent you a response?!!
What happens next?
I really hope that my complaint will be resolved successfully.
Thank you for your support.
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2 months ago
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Hello Attila!
I'm currently very nervous because I'm wondering what the betting provider Winarius has answered.
Do you think I have a real chance of getting my money back?
I fought for my money for sooo long and unfortunately had no success at all.
But now I have great hope that I will actually receive my money.
Please let me know as soon as possible what the betting provider has written to you.
I would immediately submit any missing documents and papers if anything is missing.
I have high hopes of receiving my money.
Thank you very much for your support.
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2 months ago
Dear Roggedinho,
Unfortunately, I don’t have any new information regarding your complaint at this moment. However, I have managed to get in touch with the casino’s representatives, and I will do my best to gather more details about the issue. I’ll update you as soon as I receive any news.
Best regards,
Attila G.
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2 months ago
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Hello Attila!
Thank you for your feedback.
I really hope you can achieve something.
I am full of hope and confidence.
I look forward to hearing from you.
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2 months ago
Dear Roggedinho,
I have tried to contact the casino repeatedly but the representatives stopped replying to my attempts. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Attila Gorkij
