Wintomic Casino - Player’s account has been suspended.

I registered a Wintomic account on @8th June, 2026 with email: [hidden by Casino Guru] and phone number [hidden by Casino Guru]

I made total deposit of $440.3

I wagered my balance daily on the platform and my balanced increased astronomically to over $3,600 without placing a single withdrawal.

Yesterday being 2nd July, 2026 I got a mail that my withdrawal has been suspended till I verify my account. On getting such mail I proceeded to verify my account by provided my government issued ID card and live facial verification. This was approved, however I got another mail that my account will need further live video interview with their security team. They asked for a convenient date and time, I told them this can be done in the next 30 minutes since it was strange to me and I was getting worried.

Unknown to me, my account was already BLOCKED, I couldnt login to my account again.

I got more worried, asked to know why they blocked my account but they said nothing to that, only generic response that I should wait.

This has been 12 hours of waiting with no clear timeline and it seems super shady that such is happening to begin with since I never went against their T&C, mind you my account was already upgraded to VIP in this few days all because of my gameplay, I fear there is something sinister at play, hence my reason for raising this complaint with hopes I get my funds.

Thanks you.

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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.

• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Has the casino suggested any convenient date and time for the video call yet?

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 response.

• I played casino games (Baccarat) and Sportsbooks games (Football and Tennis)
• I accumulated my winnings without any bonus, despite being a VIP member and offered 5% cashback, but I never used any bonus on my account
• The casino have not suggested any time, I suggested 30minutes after their mail to me yesterday, but they keep saying and I quote "We will reach you back with all information as soon as possible. Please wait for now."

That is the same response I get from them when I follow up on a specific timeline for this video call and access to my account and funds. 

They are not looking trustworthy in their approach and it scares me a lot. 

Please forward me the most recent communications between you and the casino customer support regarding their request for a video call at veronika.f@casino.guru. Kindly include all the other communications that could be relevant to the investigation of your case as well. I appreciate your patience and cooperation.

Hello Veronika, I have long forwarded the mail to.

Everyday, when I follow up I get below blanket response from them

"Hello, the security team is still looking into your issue; please wait

for their response"

Thats all I get for 11 days now.

Dear Tosin047

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, Barbora (barbora.p@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 Tosin047,

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

Hello Tosin047,

I wanted to provide you with a quick update. I have managed to establish contact with the casino regarding your case.

At the moment, I don't have any new information to share, but I will keep following up with them and update this thread as soon as I receive any meaningful information.

Thank you for your patience.

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.

Hello Tosin047,

I just wanted to give you another quick update.

I'm still in contact with the casino outside of this public thread. Unfortunately, the replies I've received so far have been quite generic and haven't really addressed the concerns we've raised.

I have now received another email from them, asking me to continue our communication through that thread, so I'll follow up again and see if we can finally get some meaningful information.

I'll keep you updated as soon as I have any news. Thank you very much for your patience, I know this process has taken longer than either of us would like.

Hello Tosin047,

I'm sorry, but despite my repeated attempts to communicate with the casino, I wasn't able to obtain the information needed to clarify your situation or move this complaint forward. Since the casino has not provided the necessary cooperation, I have no option but to close this complaint as unresolved.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the licence badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to submit your complaint effectively, please consult our article about contacting a gambling regulator. If you need assistance with the submission process or receive a response from the regulator, please do not hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favourable resolution this time.

Kind regards,

Barbora