Winum Casino - Player's account is closed and winnings unpaid.

Casino site: https://winum9jr1.life

My Email: love1moe001

Issue type: Withdrawal blocked / account closed / unpaid winnings

📌 Description:

I am requesting assistance with Winum Casino regarding unresolved financial and account issues.

Before my withdrawal problem started, I won a game but instead of receiving my winnings, the casino refunded my stake with no clear explanation. Support claimed it was a "technical issue," but no evidence or proper reason was provided.

After that, I continued playing and later requested a withdrawal of $950, while my total account balance was over $1,500.

I completed full verification successfully. After this, I was asked to do a Google Meet video verification and I agreed to a scheduled date, but the casino never arranged it despite multiple follow-ups.

Instead, my account was later blocked and I was accused of:

Multi-accounting

Fraud

Money laundering

No evidence or investigation details were provided, and my requests for clarification were ignored.

I strongly deny all allegations. I have only one account and I fully complied with all verification requirements.

📌 Requested resolution:

Review unpaid winnings issue

Investigate account closure decision

Request evidence from the casino

Release my funds ($950 withdrawal + $1,500 balance)

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• When was your account closed, and when did you pass the verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your response and for taking the time to review my complaint.

To answer your questions:

1. There is a possibility that another person may have used the same IP address at some point because I sometimes used a mobile hotspot connection, especially during periods when I was having login difficulties with my account. However, I only operated my personal account and did not intentionally create or use multiple accounts.

2. My activity on the platform included sports betting, casino games, and live games.

3. Timeline of events:

- Account created: May 17, 2026

- Withdrawal request submitted: May 21, 2026

- Verification completed: May 22, 2026 (and the withdrawal didn't drop till date)

- Account blocked/closed: May 25, 2026

4. No bonus was active while I accumulated my winnings. I was using only my personal deposited funds and real-money play.

Thank you again for your assistance, and I hope this matter can be resolved soon.

Best regards,

Lovemoe

Thank you very much for your reply, Lovemoe. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good day

After verification which involve id and facial recognition, the account was verified after that they requested for Google meeting, which I waited for and didn't hold after some days I received a message from them that my account has been blocked.

Dear Lovemoe,

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, Samuel (samuel.s@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,

Kristina

Dear Kristina,

Thank you for your email and for your assistance with my complaint. I appreciate the support and effort you and your team have provided throughout the process.

I understand that my case has now been transferred to Samuel for further handling. I will await any updates and remain available should any additional information be required.

Kind regards,

Dear Lovemoe,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Winum Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Winum Casino,

Please provide detailed information regarding the player's issue. In particular, we would like to understand why the player's account was closed after the verification process had been completed, and we kindly ask you to provide any relevant evidence, internal findings, or documentation supporting this decision, including any alleged rule violations and the applicable terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for your message and for taking over my case.

I appreciate Casino Guru's assistance and the effort being made to investigate this matter. At this time, I do not have any new information to add, but I will promptly provide any updates should they become available.

I look forward to hearing from Winum Casino regarding the reasons for the closure of my account after the verification process had already been completed.

Thank you for your time and assistance.

Kind regards

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.

Dear Lovemoe,

thank you for your update and for your cooperation throughout this process.

At this stage, I would like to inform you that I have also attempted to contact Winum Casino outside of this complaint thread via alternative communication channels, in order to ensure they are aware of the case and have the opportunity to respond. We are currently still waiting for their reply both here and through those additional contact methods.

Hopefully, this will help bring their attention to the matter and encourage them to provide clarification regarding the account closure after the completed verification process, including any supporting evidence or internal findings.

As soon as I receive any update or response from the casino, I will share it with you immediately and continue with the next steps of the review.

Thank you for your patience and cooperation.

Thank you for the update and for the efforts you have made to contact Winum Casino through additional channels.

I appreciate your continued attention to this case and your commitment to obtaining clarification regarding the closure of my account after the verification process was successfully completed.

I understand that we are currently awaiting the casino's response, and I am willing to cooperate further if any additional information or documentation is required from my side.

Thank you again for keeping me informed. I look forward to hearing from you as soon as there is any update from the casino.

Kind regards,

Hello Lovemoe,

first of all, thank you for your patience and cooperation throughout this complaint.

Unfortunately, I have now received a response from the casino through an alternative communication channel. While they acknowledged my inquiry, they informed me that they have decided not to participate in the complaint resolution process with Casino Guru and therefore will not provide any further information regarding your case.

As a result, I am no longer able to continue investigating the complaint or independently assess the casino's decision. For this reason, I will now close the complaint as unresolved, which may negatively affect the casino's Safety Index rating on our website.

As a final option, you may still try submitting a complaint directly to the casino's licensing authority. On the casino's website, scroll to the very bottom of the page and look for the Anjouan license validator on the right-hand side. After clicking it, you should find an option to Submit Complaint.

That said, I would like to be transparent that our previous experience with this licensing authority has unfortunately not been very positive, and we have rarely seen complaints resolved through this channel. Nevertheless, it remains the only remaining avenue available.

I am sorry that I could not bring you a more favorable outcome in this case. I wish you the best of luck and hope you are ultimately able to resolve the matter.

Best regards,

Samuel

Casino Guru