Winum Casino - Player’s account is closed without explanation.

I was always winning and using the casino as livelihood especially for the Mines and dice and I was told to verify after placing my first withdrawal and my documents and profile got approved

an I was blocked, I asked for the reason and they ignored me for days

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Maryam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

1. no I didn’t participate in any bonus
2. Yes I passed it
3. 10/05/2026

Dear Maryam,

Please provide the dates for the following details:

• when you registered
• when you requested for withdrawal
• when you sent documents for verification
• date when you received a confirmation, whether verification was successful or failed. Please post a screenshot of the verification results here.
• when your account was blocked. Please post relevant proof of account being blocked.

Could you please share with me any relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

I can't remember when cause my account was blocked, but it was mast month im not sure of the exact date, im sure on the 19th of April if I can remember 

2. 25th of April

3. 26th April

27

You mentioned that you requested your first withdrawal before your account was blocked. Could you please clarify the exact amount and whether you successfully received the money?

You mentioned that your documents were approved before account closure. Please post a screenshot of the verification results or email confirmation from the casino.

Also, the screenshots you posted in your previous message are too small and become blurry if I enlarge them. Could you please forward relevant communication to jean.s@casino.guru instead?

Thank you. I appreciate your assistance.

Dear Maryam,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This was the verification result that showed it was approved

the withdrawal was almost $2000 because I had pending games before they blocked it

Dear Maryam

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, Barborka, (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,

Jean

Hello Maryam,

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

Dear Maryam,

Thank you for your patience while we continue reviewing your case.

We have now received a response from the casino. Due to security and data protection policies, they are unable to discuss account-specific details with us directly at this stage.

The casino has asked that you contact their Support Team using the email address registered on your casino account. This will allow them to verify your identity and provide information regarding your account closure and pending balance.

Once you have contacted the casino, please let us know when you sent your message and share the response you receive from them. If they provide any explanation regarding the account closure or your withdrawal request, please forward their reply or send us screenshots of the communication here in the complaint thread or via email.

We will continue assisting you throughout the process and will review any information you receive.

Thank you for your cooperation.

Dear Maryam,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru

Dear Maryam,

Thank you for getting back to us and for letting us know that you contacted the casino but have not received any response. I have reopened your complaint.

As a next step, I will contact the casino once again, this time via security@winum.casino, which is the contact address they previously provided for security-related matters. Please note, however, that based on our previous experience with this casino, they generally do not share account-specific information with third parties due to their internal security and privacy policies.

I will give the casino 7 days to respond. If they fail to reply or provide any information that would help move this case forward, we may unfortunately have to close the complaint again as unresolved, as there would be no further options available for us to continue the mediation.

In the meantime, if you receive any reply from the casino, please post it here or forward it to me.

Alright

Why aren’t they responding

Dear Maryam,

Unfortunately, the casino has not responded to our latest attempt to contact them, despite being given 7 days to do so.

Without their cooperation, there is unfortunately nothing further we can do to investigate the situation or assist you with recovering your funds. I will therefore close the complaint as unresolved.

Please note that the casino’s lack of cooperation with complaints negatively affects its rating on our website.

Based on this experience, I would also recommend being cautious when playing at this casino in the future and, if possible, choosing casinos with a higher rating.

If the casino gets back to you regarding your account or pending funds, please let us know. We can then consider reopening the complaint and reviewing any new information.

Best regards,

Barbora

Casino.Guru