Wino Casino - Player's account has been closed without reason.

Dear Casino Guru Complaints Team,

I am submitting a formal complaint regarding Wino Casino.

I registered and deposited funds at the casino in good faith. The website is presented in Swedish, uses Swedish language as default, and appears clearly targeted toward Swedish players. This gave me the impression that the casino operates legitimately and transparently for customers in Sweden.

The casino had no issue accepting my deposits. I was able to deposit and play without any restriction or warning. Only after I won and requested a withdrawal did problems begin.

I completed the full KYC verification process and received written confirmation that my account was fully verified.

On February 23, 2026, I requested a withdrawal of €1,000 via SEPA bank transfer. Shortly after submitting the withdrawal request, my account was blocked and I am now unable to access it. I have not received my funds, nor have I been provided with a clear or justified explanation for the account closure.

Key concerns:

The website is available in Swedish and appears directed toward Swedish players.

The casino freely accepted my deposits without restriction.

My account was fully verified before the withdrawal request.

The account was blocked only after I requested a withdrawal.

I still have approximately €4,500 connected to the account.

No transparent explanation has been provided.

Accepting deposits without restriction but blocking an account after a withdrawal request raises serious concerns about unfair or bad-faith practices.

I respectfully request your assistance in:

Obtaining a clear written explanation for the account closure.

Ensuring that my withdrawal and remaining balance are paid in full.

Reviewing whether the casino’s conduct complies with fair gaming standards.

I am prepared to provide all relevant documentation, including KYC confirmation and transaction records.

Thank you for your assistance.

Kind regards,

Stefan

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.

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

Veronika

Hello Veronika,

Thank you for your message.

I played slot games only. I did not participate in live casino games or sports betting.

I did claim the welcome bonus. I deposited $80 and received a $160 bonus as offered on the website. I completed the wagering requirements before submitting my withdrawal request.

Please let me know if you need any additional information from my side.

Best regards,

Stefan

Please forward me the entire, uncropped communication between you and the casino customer support regarding the verification and the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

I hope this is enough .

I can also send recording of the screen where I show you the complete mail-history.

is that needed and if yes:

which "video-link" do you prefer.

many thanks for help

Dear Maxxan99,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika Fritz

Hello Maxxan99,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora