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,

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.

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.

Not that I know of anymore i just deposited and start playing.

Have you ever made a withdrawal at this casino?

yes my deposit is returned.

I forwarded everything

Thank you for helping me I still feel harassed by this casino 🙁

Dear MonRumann

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Oh I am so happy I still have sleepless nights.

Dear MonRumann,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Winnerz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Winnerz Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Finally I being heard!

Dear Samuel,

Thank you for your message.

Please note that, due to the public nature of this complaint and our confidentiality and regulatory obligations, we are not in a position to disclose full internal security details or specific investigative findings. However, we remain fully open to cooperation and, where required, we can provide additional clarifications through the appropriate direct channels. Please note that the relevant supporting information has already been provided to you.

That said, we can provide a general explanation of the case outcome.

The account was reviewed in line with our Terms and Conditions, including provisions related to verification requirements and prohibited practices. As part of our standard compliance procedures, the customer was required to complete enhanced verification in order to confirm account ownership and ensure the integrity of the activity.

The customer attended the scheduled video verification session, however, the process could not be successfully completed due to incomplete and inconsistent responses during the verification. As a result, further compliance review was initiated in accordance with our internal procedures.

As a result, and in accordance with our Terms and Conditions, the account was restricted and the financial outcome was adjusted accordingly. As a gesture of goodwill, the original deposit was refunded to the customer.

We would also like to highlight that all verification steps were clearly communicated in advance, including scheduling arrangements, sufficient timeframes for completion, and language support via translated communication in German for the customer’s convenience.

The decision was made following a full internal review and in line with our compliance and security obligations.

A comprehensive and detailed explanation of the case has been sent to you directly via email at samuel.s@casino.guru.

Should you require any further clarification or additional materials, please feel free to let us know.

Kind regards,

Darja

Dear Samuel,

Thank you so much for taking over my case. I read the reply from Winnerz Casino and I am more upset than before, because they used many words but they did not actually say what I did wrong.

They say my answers during the video call were "incomplete and inconsistent." Inconsistent with what? With my documents they already approved on 21 November 2025? With my deposits? With my own name? I am an older woman. I asked politely if the call could be in German because that is my language, and they refused. So I sat there in a second language, under pressure, while a stranger asked me to walk around my home and hold my hand in front of my face. Of course I was nervous. Of course I did not speak perfectly. That is not fraud that is a human being under stress in a foreign language.

The casino also writes they provided "translated communication in German." That is only true for some emails. The call itself the part that decided everything was in English only. That is not language support.

Please, Samuel, could you ask them the questions that really matter:

Can I receive the recording of the video call? It is my personal data and I have the right to see it.

And one more thing. The casino gave me back my full €300 deposit. If they really believed I was a criminal or doing anything illegal, the deposit would have been frozen not returned. The refund is their own proof that there is no fraud concern on my account. So on what ground are they keeping my €9,000?

Thank you for helping me, Samuel. I have not slept well for weeks because of this. I really hope this can be resolved fairly.

Hello everyone,

thank you for the update.

Dear MonRumann,

thank you for your detailed response and for sharing your perspective.

Regarding the video call recording, I understand your request. However, I’m not able to share this material, as it contains sensitive information related to the casino’s internal verification processes. This includes how the verification is conducted as well as interfaces from internal systems and third-party tools that are not publicly accessible.

Regarding the refund of your deposit, the casino has stated that this was issued as a gesture of goodwill. This means it was not necessarily linked to the final assessment of the case, but rather a discretionary step on their side. I understand your interpretation, however, the refund itself cannot be considered as proof that no breach of terms occurred. Thank you for your understanding.

Dear Winnerz Casino,

I have requested additional information and clarification from the casino via email. I will review the details once received and respond in this complaint accordingly.

Thank you both for your patience.

Lieber Samuel,

ich muss jetzt aus meinem Herzen sprechen, denn ich kann nicht länger so tun, als wäre das nur ein normaler „Fall".

Was dieses Casino mir angetan hat, ist kein Kundenservice. Es ist Belästigung. Ich habe 300 € eingezahlt, um zum Spaß Slots zu spielen, so wie es viele Menschen tun, und weil ich das Pech hatte zu gewinnen, bin ich fünf Monate lang gedemütigt worden. Sie haben mich gezwungen, mich selbst zu filmen. Sie haben von mir verlangt zu beweisen, dass ich allein war, wie eine Verdächtige. Sie haben sich geweigert, meine Sprache zu sprechen – in dem Moment, der am wichtigsten war. Ich bin eine ältere Frau. Ich bin in meinem ganzen Leben noch nie so von einer Firma behandelt worden, und ich möchte nie wieder so etwas erleben.

Samuel, ich möchte, dass andere Menschen davon erfahren. Ich möchte, dass andere ältere Frauen, die abends zum Spaß ein bisschen Slots spielen, wissen, was ihnen passieren kann, wenn sie das Pech haben zu gewinnen. Ich werde nicht länger schweigen. Ich werde meine Geschichte auf jeder Plattform teilen, die es erlaubt, denn was mir angetan wurde, ist nicht akzeptabel, und es muss aufhören. Andere Menschen müssen gewarnt werden.

Ich möchte Sie auch direkt fragen: Ist das eine Angelegenheit, bei der ich auch zur Polizei gehen kann? Ich fühle mich belästigt und wie eine Kriminelle behandelt, ohne jeden Beweis. Ich habe seit Monaten nicht mehr richtig geschlafen. Meine Gesundheit leidet darunter. Wenn ein normales Geschäft in Deutschland eine ältere Kundin so behandeln würde, hätte das Konsequenzen. Warum sollte es anders sein, nur weil es online ist?

Bitte, Samuel, können Sie mir eine Orientierung geben? Ich kenne die richtigen Verfahren nicht. An wen kann ich mich offiziell wenden – die Datenschutzbehörde hier in Deutschland, die für die Lizenz zuständige Glücksspielaufsicht, die Polizei in meinem Land, den Verbraucherschutz? Ich bin eine ältere Frau und diese Dinge sind neu für mich. Ich bitte Sie um Ihre Hilfe, damit ich die richtigen Wege kenne, denn ich werde sie nutzen. Ich kann das nicht auf sich beruhen lassen.

Bitte verstehen Sie – ich bin nicht böse auf Sie, Samuel. Sie waren freundlich und geduldig mit mir, und dafür bin ich dankbar. Aber ich kann das Schweigen und die vagen Worte von Winnerz Casino nicht länger akzeptieren. Sie schulden mir 9.000 €, und mehr noch, sie schulden mir eine echte Erklärung und eine Entschuldigung für das, was man mir angetan hat.

Danke, Samuel. Ich vertraue darauf, dass Sie mir weiter helfen – aber ich bin auch bereit, diese Sache viel, viel weiter zu treiben.

Mit freundlichen Grüßen, MonRumann

Kind regards,

MonRumann

Dear Samuel,

We hope this message finds you well.

We are writing to kindly ask you to check our previous correspondence provided via email, as we have already responded and provided the requested information.

We understand that response times may vary depending on workload and internal review processes.

Please accept our apologies for the delay in our response, and thank you for your consideration.

We look forward to your reply.

Kind Regards,

Darja