Winnerz Casino - Player’s account is closed with winnings confiscated.

Dear Casino Guru Team,

I would like to file a formal complaint against Winnerz Casino.

I am a old player from Germany who only played for fun. I deposited €300 + received a €300 bonus in October 2025. On 21 October 2025 I had a big win on The Dog House Dice Show.

The casino first verified my ID, proof of address (several utility bills) and payment method successfully on 21 November 2025. Then they suddenly demanded additional selfies with ID and handwritten note. I sent them twice (27 Nov and 2 Dec 2025).

The second one was accepted and forwarded to the security department.

On 5 December 2025 they scheduled a video verification call for 19 December 2025 at 14:00 GMT. I politely asked on 18 December whether the call could be held in German because of the language barrier. They answered the same day that the call will be in English only.

During the preparation I felt extremely stressed and uncomfortable. I knew they would ask me to:

walk around the room and show that nobody else is there,

hold my hand in front of my face for a "liveness check".

I found this extremely invasive, embarrassing and a serious invasion of my privacy. As an older woman I felt harassed and treated like a criminal although I had done nothing wrong and only wanted to play slots for fun.

After the call (or because I could not attend in English) the casino simply wrote on 17 March 2026 that I had not responded to previous emails and therefore closed the investigation. They only refunded the original €300 deposit and I still cannot log in to withdraw my winnings.

I feel harassed, embarrassed and deeply disrespected. The whole process was rude, harsh and completely unnecessary after all documents had already been approved. The language barrier made everything even worse.

I only played for fun and never did anything suspicious. I request that Casino Guru investigates this case and helps me to receive my rightful winnings or at least a fair explanation why they only refunded the deposit and locked my account.

Thank you very much for your help.

Best regards,

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Stay safe.

Dear MonRumann,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC (Know Your Customer) is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity, this procedure is necessary to complete the verification process. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete.

To help us better understand your situation, could you please provide the following information:

• Are you currently able to log in to your account?
• Whether you submitted all the required verification documents as soon as possible and in the correct format
• Whether you experienced any issues during the video call, particularly anything that may have prevented you from communicating in English
• What specific reasons, if any, the casino provided for locking your account and restricting withdrawals

Thank you in advance for your reply.

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Petra

No not anymore they paid my deposit back

Yes all is approved.

Whether you experienced any issues during the video call, particularly anything that may have prevented you from communicating in English

Yes that was a obstacle also felt really pressured and unsecure I felt like harassment to me I never feel the same again when playing casino

What specific reasons, if any, the casino provided for locking your account and restricting withdrawals

They not say 🙁

Thank you for your reply and for providing the previous details, MonRumann.

• Did you play with bonus money or free spins?
• Have you ever made a withdrawal at this casino?
• Do you have copies of all correspondence exchanged with the casino regarding this issue? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.