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

I opened my account on the 13th of June 2026. I deposited twice with crypto and used my balance to bet without any bonuses on the live casino & casino section of the website. I deposited around 100 euros in total and after winning my balance was 316 euros. I requested a withdrawal and submitted my KYC documents and later received an email that my winnings was confiscated for breaching their terms of service. I have reached out for more information several times during the last months, but have gotten no response as to what kind of terms I broke. I do not believe I broke any terms. My account was closed and they stole both my deposit and winnings. 

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.

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?

• Did you receive any confirmation that your KYC documents were accepted before your account was closed?
• When exactly did you lose access to your casino account?
• Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.

Thank you in advance for your reply.

Best regards,

Kristina

I did not receive any communication about my KYC documents.

I lost access to my account on the 16th of June 2026 (around 24 hours after I uploaded the KYC documents).

There is no other relevant communication other than me trying to reach out for a solution, more information or similar and all my request have been ignored.

Thank you so much for the help.

Dear dagga123,

Thank you for your email.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 9+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Winzter Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Winzter Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.

Best regards,

Kristina