Winnerz Casino - Player’s winnings have been confiscated.

 Hi also want to file a complaint about this casino scam. I made an account with them. I deposited €300. I received a bonus of €450. I rolled over absolutely all of the bonus at the end of the rollover I was left with €4500. which I tried to withdraw. They asked for verification. I did the verification on their website. After that, they asked for the payment method and I offered them absolutely all of these things. After that, they asked me for a picture where they wrote the name of the casino on a sheet and the date they took the picture and with an ID. I sent this thing too. After that, they asked me for a video call with them. They made an appointment for me yesterday on the 30th. They made my appointment. I spoke to them live and they told me that it takes up to five business days to send me the answer. Today, on the 31st, they sent me that my winnings were confiscated because I did not pass the verification and that they would return my deposit of €300

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Dear Denisa02,

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 this procedure, the casino ensures that the funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity, this is the only way for them to complete the necessary checks. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete this thorough process.

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

• Which verification documents have you submitted, and when did you send the most recent one
• Whether you have provided all the required documents as soon as possible and in the correct format
• What payment method did you use for deposits and withdrawals
• Whether the casino gave any specific reasons for the verification failure

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

Best regards,

Petra

Hello, I want to clarify the problem exactly how it was. I opened an account at this casino on March 18th. I deposited 300 euros. I received a bonus of €450. I rolled over the bonus completely. When I finished the rollover bonus, I was left with €4,500 in winnings in my account. I made three withdrawals. I was asked to send proof of payment. I sent my identity card, passport, to verify my identity. I sent these things. The next day I received an email from them saying that they wanted me to take a picture with a sheet of paper in my hand that said the name of the casino, the date of the casino, and my left hand to have my identity card. I took this picture. I sent it by email. After sending the picture by email, the next day I received another email from them and they told me that they wanted to make a video call. They made an appointment for March 31st. I entered the video call at 12:30. They asked me a few questions. They made me put my hand over my eyes. They made me I show the room if I'm with anyone else. He also asked me what cases I'm still playing. After all this conversation, he told me that it takes up to five business days to receive a response. The next day, I received the response via email from the casino that my account would be closed and all my winnings were confiscated and that they would only return my deposit of 300 euros because the video verification was unsuccessful and to give them an account statement so they could return my deposit. He said that this was an internal decision and that they were not obliged to tell me why he took this measure and why I didn't pass the video verification. That's the problem with this casino you have the emails from them attached here.

I submitted via Visa card, I sent absolutely all the documents, plus I entered into a video call with them and they saw my..I also withdrew through this method, the problem here is verification, they say I didn't pass it, but they saw me in the live call and also in my passport.the video call with them and the picture they asked for with the ID card is not clear who I am, how can I not pass the video verification

In the video call it's pretty clear that it's me in my passport it's pretty clear that it's me, I mean how can you not pass the video check? Well, it's not me, it's someone else?Plus they asked me what casinos I still play online what games I play it's not their problem check the Casino I play is not their problem what games I play their problem is strictly related to their Casino to see that I am the person who has the account I think this is a check not their problem what games I play or what casinos I still play I play a lot of casinos but I don't have to give them explanations about what Casino I play as long as they have no connection with other casinos yes..and besides that I don't remember absolutely all the casino games I play because I play more I can prove this by posting here from casinos with withdrawal with deposits without any problem with them the problem is that he didn't want to give me the money and he found this reason because it is quite clear in my picture in the video call that I am I am a person, I am not a robot. They asked me to put my hand over my eyes. They asked me to show them the camera. Sometimes I didn't understand because I don't know English very well. Now I speak through a translator. But the important thing is that I am in the video call. I am in my identity documents. They asked me my date of birth. I answered them in the video call. They asked me some questions that were not even relevant.

I was quite cooperative and responded very quickly.This is my picture sent to them who asked me for it via email.

I want to file a complaint here too to prove to them that I am in person and this is just a theft they did.once I played fair they should have been fair to me too, not like this stealing my winnings

Illegal 4,500 EUR Confiscation – Hitz Gaming OÜ (Winnerz.com)

To the Estonian Tax and Customs Board (EMTA) and Winnerz Support,

I am filing a formal complaint against the licensed operator Hitz Gaming OÜ (Registration Code: 16217486; Address: Pärnu mnt 31-48, Tallinn, 10119, Estonia), operating under the brand Winnerz.com with Estonian Licenses: HKT000062 and HKL000371.

The operator has illegally confiscated my winnings totaling 4,500 EUR, using a fabricated "failed verification" excuse.

1. Irrefutable Visual Confirmation (March 31st):

During the live video call on March 31st, I was perfectly cooperative. The operator saw me clearly on camera, and I followed every visual "liveness" command: I covered my eyes with my hand and rotated the camera to show the entire room. My identity was visually confirmed in real-time, matching the PASSPORT I provided on March 24th (held in my LEFT HAND with a handwritten note, as specifically requested).

2. The Operator’s Legal Contradiction (The Request for Bank Statement):

After claiming I "failed" verification, the operator requested my bank statement to refund my initial deposits. This is a direct legal and logical contradiction:

Under EMTA and AML (Anti-Money Laundering) regulations, a licensed operator is strictly forbidden from requesting bank details or sending funds to an unverified person.

By asking for my statement, the operator legally admits that my identity is verified. You cannot be "verified" for a deposit refund but "unverified" for the 4,200 EUR net profit.

 3. Proven Identity on Other Licensed Platforms:

I am an active and verified player on multiple other international licensed casino platforms. I have successfully passed identical KYC and video verification processes and withdrawn significant amounts of money (up to 4,500 EUR) without any issues. Winnerz is the only operator claiming a "failure" despite my total cooperation.

4. Abuse of Power and Lack of Transparency:

The operator has seized 4,500 EUR and stated they are "not obligated to provide a reason" for my failed verification. This is a predatory practice and a breach of licensing conditions. I remain fully available and willing to provide any additional documents or undergo further verification to prove my identity.

Conclusion:

I request that EMTA investigates this abuse of power by Hitz Gaming OÜ and orders the immediate release of my full winnings of 4,500 EUR.

Sincerely,

I want to send this email to EMTA because this casino is holding my money illegally because it says I failed the video verification but the bank statement they asked me to return my deposit identifies me exactly as a verified person despite the fact that they say I was unverified

Dear Denisa02

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

Dear Denisa02,

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. Additionally, please clarify why the player did not pass the video verification and what specific requirements were not met.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Illegal 4,500 EUR Confiscation – Hitz Gaming OÜ (Winnerz.com)

To the Estonian Tax and Customs Board (EMTA) and Winnerz Support,

I am filing a formal complaint against the licensed operator Hitz Gaming OÜ (Registration Code: 16217486; Address: Pärnu mnt 31-48, Tallinn, 10119, Estonia), operating under the brand Winnerz.com with Estonian Licenses: HKT000062 and HKL000371.

The operator has illegally confiscated my winnings totaling 4,500 EUR, using a fabricated "failed verification" excuse.

1. Irrefutable Visual Confirmation (March 31st):

During the live video call on March 31st, I was perfectly cooperative. The operator saw me clearly on camera, and I followed every visual "liveness" command: I covered my eyes with my hand and rotated the camera to show the entire room. My identity was visually confirmed in real-time, matching the PASSPORT I provided on March 24th (held in my LEFT HAND with a handwritten note, as specifically requested).

2. The Operator’s Legal Contradiction (The Request for Bank Statement):

After claiming I "failed" verification, the operator requested my bank statement to refund my initial deposits. This is a direct legal and logical contradiction:

Under EMTA and AML (Anti-Money Laundering) regulations, a licensed operator is strictly forbidden from requesting bank details or sending funds to an unverified person.

By asking for my statement, the operator legally admits that my identity is verified. You cannot be "verified" for a deposit refund but "unverified" for the 4,200 EUR net profit.

 3. Proven Identity on Other Licensed Platforms:

I am an active and verified player on multiple other international licensed casino platforms. I have successfully passed identical KYC and video verification processes and withdrawn significant amounts of money (up to 4,500 EUR) without any issues. Winnerz is the only operator claiming a "failure" despite my total cooperation.

4. Abuse of Power and Lack of Transparency:

The operator has seized 4,500 EUR and stated they are "not obligated to provide a reason" for my failed verification. This is a predatory practice and a breach of licensing conditions. I remain fully available and willing to provide any additional documents or undergo further verification to prove my identity.

Conclusion:

I request that EMTA investigates this abuse of power by Hitz Gaming OÜ and orders the immediate release of my full winnings of 4,500 EUR.

Sincerely,

Eremia Ioana Denisa

Nothing new just this i want to send to EMTA

It hasn't been sent yet because I've been waiting for a response from them because I'm a very cooperative person and I don't want to hurt them, but if they want it, I'll send it and that's the problem, we'll solve it after that and they'll have to bear all the consequences.

Dear Samuel,

Thank you for your message.

Due to the sensitive nature of the information involved, we prefer not to disclose these details publicly on the forum. A comprehensive and detailed explanation of the case has been sent to you directly via email at samuel.s@casino.guru.

Additionally, as a gesture of goodwill, the casino is prepared to refund the player's only and final deposit of 300 EUR, due to the fact that the video verification was concluded as failed.

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

Kind regards,

Darja

"Absolutely all online casinos have a problem when it comes to paying out winnings and they look for all kinds of reasons not to pay. But if I have respected the terms and conditions and played fairly, and I chose your casino as a trustworthy one, why are you not being fair to me?

On top of that, I have noticed that you kept looking for all kinds of verifications just to find a reason. Those were checks that could have been proven later from photos, and then you said ‘wait, let’s do a video verification and find a reason there.’ But during the video call it was very clear that I am the same person as in my ID documents.

If I don’t want to disclose all the casinos I play at or all the games I play, that does not mean the video verification failed. I told one casino, I told the amount I won, and I can prove it — but I don’t have to disclose everything to you.

That does not mean that if I go through a verification I have to be treated like I’m beneath you or that I must answer everything submissively. I won fairly, so be fair.

Stop looking for excuses — because ever since I requested the withdrawal, it’s clear that you started looking for reasons.

Also, if there was a communication issue at the beginning due to the language, until things were translated, maybe something was not understood correctly — that does not mean a failed verification. That is just a weak excuse from your side not to pay the winnings correctly.I want my fair winnings not the deposit..By requesting my bank statement, the operator legally confirms that my identity has been verified. You cannot be ‘verified’ for the refund of the deposit, but ‘not verified’ for the net profit of €4,200. How do you take a bank statement into account if I am not verified? How do you return the deposit to an unverified person?"

A video call means identifying me, not interrogating me."

Hello Denisa02,

thank you for your detailed message, I understand your point of view and your frustration with the situation.

I would like to clarify that the casino has provided me with a detailed explanation of the case via email, including information regarding the video verification. However, before I can make any conclusions, I still need to review the video recording myself.

At the moment, I am unfortunately unable to access the file in the format it was provided, so I have asked the casino to either guide me on how to open it or to share it in a different format.

Once I am able to review this evidence, I will be in a better position to assess the situation fairly and determine the next steps.

Thank you for your patience in the meantime.

I will wait, however it will be clearly evident that I am personally present in the video call.

There have been communication issues, which will be obvious, as I do not speak English and I am relying on a translator to communicate accurately.

Furthermore, I would like to state that I am fully prepared to file an official complaint in Estonia. I have already consulted with a lawyer who specializes in such cases, and I am currently waiting to see how this matter will be clarified here.

Given that I am in the video call and have provided all the required documentation, there is no valid basis to claim that I am not the same person.

Any such claim would be unjustified and could be interpreted as an attempt to avoid paying my rightful earnings.

I expect this matter to be handled fairly and resolved without further delay.

"Moreover, they have no right to film or record me without my consent, but they have already done it."

I would like to have an update on my case as soon as possible, as I have already had a conversation with Mr. lawyer EGON TALUR. I want to file a formal complaint and take this Company Hitz Gaming OÜ ( WINNERZ) to court,from what I heard this company is banned in Sweden because it launders money 🙂

"I would like to receive an update on my case as soon as possible, as I am in contact with my lawyer and would like to send him the money to begin proceedings against this company and this casino. I also want this company and this casino to understand that once I pay my lawyer, we will no longer settle for just the return of my money. I will continue until I recover all my funds and full compensation for all the damages caused to me by this casino. I would also like to receive a response as soon as possible, as I want to expedite this matter today or tomorrow and send the money so that the proceedings can start directly in Estonia..I have also submitted here part of my conversation with this law firm that I want to start the complaint with.

The casino This company will also have to be aware that there will be much more expenses later than now...I have tried to resolve this issue amicably, in order to avoid reaching this point. However, if the casino is acting in bad faith and has refused to provide me with my rightful winnings, in my view, they cannot claim that my identity cannot be verified. I was very clear during the video call, I provided a valid form of identification, and I fully cooperated 100% with the account verification process. Despite this, they decided not to release my winnings.

I will take this matter as far as necessary. I would like an update on my case as soon as possible, as I want to pay my lawyer and begin legal proceedings. I am also awaiting my lawyer’s response, as I intend to claim damages for this issue. I will see what needs to be done, but I am fully committed to pursuing this matter 100%

Dear Samuel,

Thank you for your message and cooperation.

We understand there were some difficulties accessing the previously provided video file. As a result, we shared the video recording with you via email using an alternative method and in a more accessible format.

Please confirm once the file has been successfully received and reviewed. If you encounter any issues accessing it, please let us know and we will gladly assist further.

Please note that we remain fully prepared to cooperate and provide any additional documents or evidence if required. We act in accordance with our policies and base our decisions strictly on the available facts.

We appreciate your time and look forward to your assessment.

Kind regards,

Darja

Hello everyone,

thank you, Winnerz Casino, for your message and for providing the additional information.

Dear Denisa02,

thank you for your patience throughout this process.

After reviewing all available information, including the video verification and the materials provided by the casino, I have reached a final conclusion.

The casino has evaluated the video verification as not successfully completed. Based on the information provided to us, I do not have grounds to dispute this outcome.

Video verification is a standard part of KYC/AML procedures, and casinos are entitled to assess whether the verification process has been successfully passed according to their internal security requirements.

For this reason, I’m unable to support your claim for the confiscated winnings.

However, the casino has offered to refund your last deposit of €300 as a gesture of goodwill, and I recommend cooperating with them to receive this amount.

As a result, this complaint will now be rejected.

If you wish to pursue the matter further, I recommend contacting the casino’s licensing authority, which can review the case independently if applicable.

I understand this is not the outcome you were hoping for, but thank you for your cooperation.

Best regards,

Samuel