The player from Spain faces account closure at Winbay Casino without accepting any bonuses. Despite submitting verification documentation over a month ago, he receives no updates and believes the casino has no intention of returning his €450.
Winbay Casino - Player’s account has been closed, seeking help for funds.
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Current status
Waiting for Casino Guru to reply
6d 7h 50m 52s
Winbay Casino
Safety Index:Above averageCase summary
Discussion
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Public
3 days ago
Translation
On October 23, 2025, I opened an account at Winbay Casino. I used the casino normally, mainly for sports betting and live roulette, until mid-December when the casino blocked my access.
I want to clarify that I never accepted any type of bonus.
Since then, I have communicated with the casino via email. On December 22nd, they informed me that my account had been closed and requested documentation to verify the account, which was sent on December 26th of the same year.
Since that day, they tell me that the verification is being processed, a clear indication that the casino has no intention of returning the €450 I had in the account at the time of closure.
I request your help in order to recover the money that Winbay casino has appropriated in a completely illegitimate and fraudulent manner.
Greetings
Automatic translation:
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16 hours 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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16 hours ago
Dear lumega,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you pass the verification before you lost access to the account?
- Has the casino indicated that there might be a problem with approving specific documents?
- Have you received any communication indicating the status of your latest document submission?
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,
Attila
