Winnerz Casino - Player’s withdrawal is blocked and winnings are lost.

Casino: Winnerz Casino

Payment method: Paysafecard

Disputed amount: €500

Issue type: Withdrawal blocked / verification abuse

Account status: Verified previously

Complaint Description

I am submitting this complaint due to an unfair loss of €500 caused by Winnerz Casino’s withdrawal and verification handling.

I have been a long-term player at Winnerz Casino and have previously completed full KYC and Paysafecard verification, including multiple successful withdrawals in the past.

When I recently won €500, I attempted to withdraw my winnings. At that moment, Winnerz Casino again required Paysafecard re-verification, despite my account having already been verified before.

While my withdrawal was blocked pending verification, my balance was NOT frozen, and I was allowed to continue playing. As a direct result of this delay and the casino’s failure to protect my balance, my €500 winnings were lost while waiting for verification to be completed.

I contacted Customer Support and explained that:

• Repeated verification was unjustified

• My balance should have been frozen during verification

• The loss occurred solely because withdrawals were blocked

Winnerz Casino refused responsibility and stated there were "no grounds for a refund."

They offered 30 free spins as compensation, which is completely inadequate and does not cover the €500 loss.

The casino failed to explain:

• Why re-verification was required despite prior approval

• Why the balance was not frozen during verification

• How free spins can be considered compensation for a €500 loss

I believe this is unfair treatment and a breach of reasonable withdrawal handling practices.

I am requesting reimbursement of the €500 winnings lost due to the casino’s internal procedures.

I am happy to provide email correspondence, timestamps, and any additional evidence if required.

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Dear Samira3211,

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

Please understand that verification is a very important and essential process during which the casino ensures that the funds are sent to the rightful owner. Completing this thorough process may take a few working days.

To better evaluate your issue, could you please provide the following information:

• Are you currently able to access the casino and log in to your account?
• Did you receive any specific communication from Winnerz Casino regarding the need for re-verification?
• What exact reasons did the casino provide for requesting re-verification of your Paysafecard?
• Could you please provide the timestamps of when you initiated the withdrawal and when you noticed that the balance was not frozen?

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,

Petra