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.

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 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

I can logg in yes I did receive this when talked too them and I understand that it is importent but they are asking same document over and o er and over again I am alredy fully verify I did verify many times before it’s not normal too still verify again Ang again just bc I won. They are askisk same a screenshot of my paysafecard with my name on it they alredy have it 4 times and I did fully withdraw before also

Thank you for your reply and for providing the previous details, Samira3211.

Unfortunately, since the funds were lost during regular gameplay, there is no further action we can take in your case. Please understand that the player is solely responsible for managing their account, balance, and gameplay. While we acknowledge your frustration and agree that the situation could have turned out differently had the withdrawals been processed earlier, we are unable to ask the casino to refund winnings that were voluntarily lost during gameplay. We truly wish we could assist you further, but sadly, that’s not possible in this case.