Wino Casino - Player's account is closed and withdrawals are unpaid.

am writing to formally report a complaint against the online casino operating under the name Winocasino8, which I believe is licensed under Curaçao jurisdiction. Netherlands should be known more like a place of busineses like this. 

Despite fully complying with all terms and conditions, including the completion of the KYC (Know Your Customer) verification process and meeting all stated withdrawal timeframes, Winocasino has failed to process my withdrawals. Additionally, the casino has ceased responding to my emails and support requests, effectively obstructing payment without providing any valid reason.

Below is a summary of the issue:

- Casino name: Winocasino8

- Registered username/account ID: Zacharias H.

- Withdrawal request date(s):27.12.2025

- Withdrawal amount(s): 41000

- KYC status: Fully completed and approved

- Communication attempts: Multiple unanswered emails/support messages

- Current status: Withdrawal unpaid with no explanation

-Closure of my account without informing and stolen wins of 41000 eur. 

-Allowing me depositing before KYC proces was done, but confirmed several

times with company agent that KYC process is not required for Deposits

After withdrawal timeframe of 41000 eur passed casino blocekd my account and not responding to my queries about the withdrawal money. They stole the money. Only under Curacao Jurisdiction in Netherlands this can happen. I do believe that you will help with this case. I would like to also bring whats hapening in curacao to the people so they are aware of it. Only in Netherlands. Lets stop supporting illegal practices and busineses in this region. I do believe wino casino is pure scam. They just stole 41000 as Goverment allows it and support these thiefs. Can you please confirm that you will take further steps or pass it on someone who cares for fairnes. 

This conduct appears to be a clear breach of Curaçao licensing obligations, particularly regarding fair gaming practices, timely payouts, and transparent communication with players.

I respectfully request that the Curaçao Goverment Authority investigate this matter, take appropriate regulatory action, and assist in ensuring that my legitimate winnings are paid without further delay.

I am prepared to provide supporting evidence, including screenshots, email correspondence, KYC confirmation, and transaction records, upon request.

Thank you for your attention to this matter. I look forward to your response. there is no breach of any terms they just close my account with no reason

Yours faithfully,

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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.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings of £41000?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.
• Am I correct in understanding that you successfully passed the full KYC verification before your account was blocked?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I never withdraw from that casino as i never won but deposited arround 439eur so far ... i was allowed to deposit withdout kyc but after yeo months i succesfully pass the kyc and i was even asking the agent if i need kyc and the agemt said not at all for depositing only for withdrawals ... which was weird ... time i was withdrawing i siccesfully wager the bonus making sure im not playing more them 2 eur stake and had onlynplayed the games im allowed with the bonus money ... im unable to get any more screen shots as they totally deleted my account and just sent me the email they will only refund me the deposits and they know this is not outcome i wanted ... nothing memtioned that i violated bonus ... they just dont want to pay thats all .. i know they have something like gambling commision in curacaos ... and i submited complaint there too but they also no replying

Could you please specify what types of games you played at this casino to win £41.000?

Also, kindly forward me all the additional evidence you mentioned in your first message at veronika.f@casino.guru.

Moreover, please note that this casino does not operate with a license issued by Curaçao. Its license was issued by Anjouan Gaming.

Hi I was playing Bass win slots and thank you for replying to me. let me inow if you need anything else

Dear Zac111

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Zac111 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wino Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

you are amazing .. but they close the account without any reason just not to pay... thank you very much for helping .. if we will getbthose money im happy to give you 1000 pounds like a tip for helping us ppl

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.

what authorities i can contact ? what will

you recommend ? is there any chance to contact someone like goverment tbey operate under ? what you think ?

Dear Zac111,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display its validator on their website, most likely in an attempt prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter