Winzter Casino - Player’s account has been closed and winnings confiscated.

Hello,

I would like to file a complaint regarding my experience with Winzter.

I deposited approximately 100 EUR in cryptocurrency on my account. After playing, my balance increased to 694 EUR.

My account was fully verified (KYC completed successfully). After that, I requested a withdrawal of my balance.

Shortly after the withdrawal request, I received an email from the support team saying that my account had allegedly breached their Terms and Conditions. However, they did not specify which rule I violated and provided no evidence.

They also stated that my deposited funds had already been used in gameplay and therefore no refund would be issued. My account has now been permanently closed and my winnings confiscated.

I strongly believe this decision is unfair because:

My account was verified before the withdrawal request.

No specific violation of the Terms and Conditions has been provided.

My withdrawal request was made in good faith.

I am requesting Casino Guru’s assistance in resolving this matter and asking the casino to provide clear evidence of the alleged breach or to process my withdrawal of 694 EUR.

Thank you for your help.

Best regards

Jamel

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winzter Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas.

The mail was sent on march 16th.

Dear patron712000,

I apologize for not responding sooner.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Tomas