The player from Germany had deposited €249.90 using Visa at winningz.com, but the casino marked the transaction as canceled despite the money being debited. He contacted the casino for a refund, which he expected within 5 days, but he had not received it and continued to receive standard responses without resolution. The Complaints Team had attempted to communicate with the casino multiple times regarding the player's deposit issue, but no response was received. Consequently, the complaint was marked as "unresolved," and the player was advised to consider contacting the relevant licensing authority for further assistance.
Winningz Casino - Player's deposit has been canceled.
Unresolved
Our verdict
No reaction
Black points: 203
Amount: €238
Winningz Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
On August 28, 2025 at 11:20 a.m. I deposited with Visa at winningz.com. Due to the fees, the debited amount is €249.90! After deducting the fees, a credit of €238 should have appeared in the casino. Apparently the transaction was unsuccessful and is stored in the casino account as canceled. The money including fees for payment by Visa (€249.90) was successfully debited. I contacted the casino, and they told me that the money would be automatically refunded within 5 days. This did not happen!! Where is my money? I have already sent bank statements and an explanation to support via email and chat. I am being fobbed off with standard answers. How can a licensed provider be so careless with missing funds???? Please help.
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3 months ago
Hello.
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account and the transaction itself was canceled, the only thing I would recommend is contacting your bank. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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3 months ago
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No, the money left the bank. How do you know my bank can do anything with outgoing payments? The casino hasn't allocated the payment somewhere, and it's bouncing around. They should know that the bank doesn't do anything. I've asked them several times, and they refer me to the merchant. I expect them to contact the casino so they can take responsibility. Why should I wait a month? I find that totally outrageous.
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3 months ago
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The transaction was processed through an intermediary (azurepay). Winningz recently announced that they are investigating the case. Unfortunately, I haven't received any response, and it's already been seven days. It would be helpful if you could contact Winningz. I'm wondering why it's so difficult for a casino to contact the provider through which the transaction was processed.
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3 months ago
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Update: winningz writes:
Hello,
Greetings from Winningz!
After a thorough review, the responsible team has confirmed that the deposit with transaction ID 2920721825 was not completed and therefore was not debited from your bank account.
We recommend that you double-check that the transaction was correct.
We wish you a nice day and remain at your disposal.
Best regards
Destiny
Winningz Support
All proof has been submitted that the money was debited. They're trying to cheat!!!!!
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2 months ago
I fully understand your frustration. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 17 days to allow a full month for the transactions to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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2 months ago
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Thank you for the feedback. It's simply a waste of time. I suggest contacting the casino now so they can contact the payment provider or processor (AzurePay). Otherwise, nothing will happen in the next 17 days.
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2 months ago
Thanks for your reply.
If the transaction won't clear after the 28th of September, we'll contact the casino for assistance. I apologize for the inconvenience.
In the meantime, kindly forward the emails or other relevant communication you exchanged with the casino to my email at [email protected]
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2 months ago
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I've corresponded with winningz via email. It can be so easy, and with azurepay you can easily see where the money is.
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2 months ago
Thanks for your reply.
Did the transaction clear to your player's account, or did it return to your bank account?
Please let me know.
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2 months ago
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There's no refund, as I said weeks ago. I don't understand why I have to wait again now, because it won't be refunded without Winningz's cooperation.
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2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear Fairplay,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.
We would like to invite Winningz Casino to join the conversation.
Dear Winningz Casino,
Can you please explain why the player's deposit is still not returned to the player? Can you please share the response you have received from your payment provider regarding this transaction and what can be done to resolve it?
If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at [email protected]
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Dear Fairplay,
I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, you may wish to lodge a complaint with the licensing authority of Winningz Casino. Although the casino is managed by EOD Code SRL in Germany, which holds a license in Costa Rica, it is unfortunate that player protection is virtually nonexistent in that jurisdiction. However, the casino also possesses a license from the Anjouan Gaming Authority (AOFA) for other regions, allowing you to file a complaint with them via the validator link located at the bottom of the casino's website, where you can complete the "File a complaint" form. Our article about Licensing Authority – Anjouan Gaming | Casino Guru might be useful for you. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at [email protected].
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
