The player from Kazakhstan successfully wagered a bonus at Winbay.com but found his account blocked after he requested a withdrawal of his €1,500 winnings. The casino stated that the account closure was permanent, and he disputed this decision, seeking assistance in retrieving his funds. The Complaints Team reviewed the case and found sufficient evidence from the casino indicating that he had made opposite bets from different accounts, which led to the rejection of his complaint. The player was advised that he could lodge a complaint with the regulator if he believed there had been a mistake.
Winbay Casino - Player’s account has been closed.
Closed
Our verdict
Unjustified complaint
Amount: €1,500
Winbay Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
I registered at Winbay.com casino and received a deposit bonus. Afterwards, I played games with the maximum allowed bet of €5 per spin and won €1,500. I successfully completed the wagering requirement and requested a withdrawal.
However, today I discovered that the casino has blocked my access to my account.
I contacted them by email and they replied that my account was permanently blocked and could not be appealed.
Since I didn't violate the bonus terms, I disagree with this decision and ask for help getting my money back. I'll attach a screenshot of the conversation here.
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2 months ago
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.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winbay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you completed account verification in the casino, or were you asked to submit any documents required for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
I registered at Winbay.com casino on October 4, 2025.
And I immediately made my first deposit of 60 euros and received a bonus.
I played live dilemma games and also played slots.
I started playing straight away at the maximum allowed bet of 5 euros per spin.
However, I lost all the money pretty quickly.
The next day, October 5, 2025, I received an email with a new deposit bonus and I made a new deposit of 60 euros.
I played again with the maximum possible stack of 5 euros.
And this time I was really lucky. Because in the Voltent game "16 Coins™ x5000," I hit the bonus game, winning about €300.
Then I played the game "Black Hawk" from Voltent with a bet of 5 euros and very quickly hit a big win and my balance was already around 1700 euros.
Then I lowered the stake and played other games, successfully meeting the deposit and bonus wagering requirements. By this time, my balance was 1,500 euros.
Therefore, I did not violate the bonus wagering rules and do not agree with the account being blocked.
On October 5, 2025, and October 6, 2025, I made two withdrawal requests of 500 euros each (500 + 500). I also had another 500 euros left on my balance.
But on October 6, 2025, at 12:21 pm Kazakhstan time (+5 GMT), I received two emails stating that two of my withdrawal requests had been canceled.
I wanted to log into my Winbay.com casino account and find out what happened, but access to my account was blocked.
Afterwards, I emailed them and asked what was going on and offered to send my documents for verification. However, they replied that my account was blocked and could not be restored. A screenshot of this email is in my first comment.
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1 month ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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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1 month ago
Hello!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Dear Winbay Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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1 month ago
Dear MARKKKK,
Thank you for reaching out to us.
We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:
9.1 : - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
<...>
engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<...>
void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
Therefore, according to the aforementioned article, there is no refund or reopening available for your account.
Kind Regards,
Winbay Casino Team
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1 month ago
Dear Pavel,
We will provide you with the details regarding the decisions made by the casino via email.
Thank you for your patience and understanding.
Kind Regards,
Winbay Casino Team
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1 month ago
Translation
###9.1: - The Website may be used for personal entertainment purposes only. The following actions are strictly prohibited and will be considered a material breach of these Terms and Conditions:
9.4: - If we reasonably suspect that you are engaging in fraud, any illegal or improper activity or have otherwise breached the Terms, we reserve the right to take any number of the following actions at our sole absolute discretion, with or without notice: ###
- I used only payment methods that belonged to me
- played at the maximum bet allowed by your casino
- I didn't collude with anyone
My way of playing was that I took a lot of risks by playing the maximum allowed bet and got lucky.
How did I break your rules? I described the game in detail and with complete honesty.
I consider the confiscation of funds to be illegal and a violation of my rights.
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1 month ago
Dear Pavel,
We have provided you with a reply via email containing further evidence relating to the case.
Thank you for your cooperation.
Kind Regards,
Winbay Casino Team
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1 month ago
Hello MARKKKK,
We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear Winbay Casino,
I have provided you a response via the e-mail as well.
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1 month ago
Dear Pavel,
We have checked our inbox, but we couldn't find a reply from you.
Could you please respond to the previous email in which we sent you the evidence?
Best regards,
Winbay Casino Team
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1 month ago
Dear MARKKKK,
the casino has provided us with the sufficient evidence that confirms you making opposite bets from different accounts. Unfortunately, I cannot disclose any more details, since they include sensitive data. If you think that there has been a mistake, you still can lodge a complaint with the regulator via the license badge here. Please, let me know if you decide to do so, and redirect the regulator's response to my e-mail: [email protected], so we know that your complaint was accepted and can change the complaint's classification to "Waiting for the regulator's decision. For now, however, I must reject your complaint, since your actions are considered unfair by us.
