The player from Austria faced repeated refusals of his €350 withdrawal from Casino Winnerz, which had been blocked for Austrian users. He cited issues with his national ID number and previous deposits as reasons given by support, but believed the block was deliberate due to the lack of a valid Austrian gambling license. The complaint was marked as resolved by the player after the intervention of the Complaints Team. We confirmed the resolution and closed the case following the player's confirmation. The player was encouraged to reach out again if future issues arose.
Winnerz Casino - Player's withdrawal is being refused and account access is blocked.
Resolved
Our verdict
Case closed
Amount: €350
Winnerz Casino
Safety Index 9.6 Very highCase summary
Discussion
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1 month ago
Translation
I would like to file a formal complaint against Casino Winnerz because my payout is being refused and the platform has been blocked for Austrian users.
On April 2, 2026, I deposited €53.50 via card payment (reference: GNCREP TALLINN 1011) and won €350 through sports betting. When I requested a withdrawal, it was repeatedly refused. Reasons given included my national ID number and the fact that I had previously made an additional deposit using a different payment method before a withdrawal was possible.
In my email correspondence with support (staff: Randy, Mia, Alma, Max), my request was repeatedly delayed and brushed aside, and my withdrawal was never processed. Shortly thereafter, the Winnerz website was blocked for users in Austria. When I inquired, support claimed it was a technical issue—however, I am convinced it was a deliberate block on Austrian users, as Winnerz does not possess a valid Austrian gambling license.
I have the complete email correspondence as well as screenshots as evidence.
I request assistance in reclaiming my credit balance of €350.
Sincerely, Thomas Pacher
Automatic translation:
Public
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1 month ago
Dear Thomasp,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Thomasp,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
