Wink Slots Casino - Player's winnings are confiscated.

Hi I signed up to wink slots and deposited £50 and was lucky enough to win £2400 and then a further £100. The withdrawal process started but asking for me to verify my account so I sent my driving licence front and back in. Then after a few days they asked for more verification so I sent a picture of myself holding my driving licence and a bank statement with the deposited amount from my card. After a few more days I received a email stating I've breached the terms and conditions and have sent my £50 back which I originally deposited. I only have one card on the account and only ever deposited once.

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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.

• Have you used a payment method that belongs to you to deposit money into this casino?
• Could you please forward me the bank statement you submitted to the casino before your account was blocked? My email address is 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

Hi I sent to your email.

Thank you for your email.

I have reviewed the bank statement you sent me and noticed that you received a £50 transaction from a person named H. S., and shortly after, you deposited the same amount into the casino. This is the reason why the casino accused you of using another person's money to play.

Do you know if this person also has an account at this casino or at any other casino operating on the same platform?

Hi

Yeah she does with a different website but the account that I used was from a shared account and when I want to play I move the money across.

Thanks Kieran

Thank you for your reply. Are you both listed as official owners of the account that you used to transfer money to your personal account and then to the casino?

Has the casino requested any official documents from you proving that you are a joint owner of the account used to deposit funds into your personal bank account and then to the casino?

No Wink casino have not replied the only reply that I received was that I was not allowed the £2500 winnings and that they assume it was third party funding but have shared no evidence or proof for this.

Could you please forward me a bank statement confirming that you and your partner are both listed as joint owners of the bank account? My email address is veronika.f@casino.guru.

Hi

I have attached the statement you requested

Thank you very much, Watson1996, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you

Dear Watson1996,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Wink Slots Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Thanks very much, I have heard nothing from them for some time now. I will email them directly today to let them no of the situation.

Thanks Kieran

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.

I have been told that I will receive no further response from them

Dear Watson1996,

I have made several attempts to contact the casino, but unfortunately, I have not received any response. Without cooperation from their side, there is very little more we can do. Therefore, I will mark the complaint as unresolved in our system.

I understand that this is not the outcome you were hoping for. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach. Should the casino decide to respond in the future, we will reopen your complaint and notify you by email.

Since Wink Slots Casino is regulated by the UK Gambling Commission (UKGC) and uses eCOGRA as its Alternative Dispute Resolution (ADR) provider, it is obligated to comply with eCOGRA’s decisions. ADR rulings are binding on UK-licensed operators. Because eCOGRA has the authority to intervene, I strongly recommend submitting a formal complaint directly through their platform.

You can do so here: https://ecogra.org/alternative-dispute-resolution/

Thank you for your understanding, and I’m sorry we were unable to secure a more favorable resolution. If you experience any further issues with this or any other casino, please feel free to contact our Complaint Resolution Center. We are always here to help.

Best Regards,

Kubo