Winzter Casino - Player's account has been closed without reason.

I am a Finnish resident and won €800 fairly on Winzter Casino. Shortly after the win, my account was frozen without any explanation.

I contacted their customer support via live chat, and they instructed me to send an email to their support address. I have done this multiple times, but I have not received any reply.

I have not violated any terms or played from a restricted country (Finland is not listed among them). I believe my account has been unfairly frozen and my winnings are being withheld without justification.

Winzter Casino operates under an Anjouan (Comoros) license, which offers no effective regulatory support for players. Therefore, I am asking Casino Guru for assistance in recovering my legitimate winnings and resolving this issue fairly.

Dear Juuro89,

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 whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

-I played slot machines.

-the confirmation had not yet gone through and it had to be sent via email which was never answered

-I collected my winnings.

-I wagered the bonus and when it was wagered I withdrew it. I also played according to all the rules (stake, games, etc.)

here is the link to the bonus offer: https://go.affililinks.com/visit/?bta=35184&brand=winzter&utm_campaign=P001

Thank you very much for your reply, Juuro89. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Done! I sent an invitation to two email conversations.

Thank you very much, Juuro89, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Juuro89 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winzter Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator link) and submit a complaint to them through the validator on the casino website. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter