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

Hello,

I would like to file a formal complaint against Winzter Casino.

My fully verified account was suddenly closed by the casino without explanation. Before the closure, I had:

€8,000 Cash Balance visible in my account, and

€2,000 in two separate withdrawals (€1,000 each) that were already "Under Review."

Total owed amount: €10,000.

Winzter has not provided any reason for the account closure even though they claim it was for "breach of terms." I was never informed what rule I allegedly violated, and they stopped replying after asking for KYC documents (which I successfully submitted and got approved).

Important facts:

I never had any active bonus balance. My account always displayed only "Cash Balance" when the winnings were earned.

I played mainly Book of Dead – a game that is only restricted when a bonus is active, which proves no bonus was active.

I am from Sweden, which the casino claims is a restricted country, but they still allowed me to register, deposit, verify my identity, and play. If the casino accepts and verifies a player, they must process legitimate withdrawals.

Winzter now only offers to return my deposits (€200) instead of my legitimate winnings, which violates their own Terms & Conditions.

Relevant Terms & Conditions violations:

Their T&C states that if an account is closed by the casino, the player’s CASH BALANCE must be paid out.

The casino cannot void legitimate winnings without giving a clear, evidence-based explanation and demonstrating the specific T&C violation.

They cannot approve KYC, allow deposits and withdrawals, and then suddenly confiscate funds without due process.

I have contacted all available support emails ([email protected], [email protected], [email protected]), but I have received no meaningful reply and no explanation.

I request your assistance in retrieving the full amount of €10,000 that rightfully belongs to me.

Thank you.

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 SimonSwe,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Winzter Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you accumulated your winnings with the help of bonus?
• Have you received a confirmation that your entire account is fully verified, please?

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,

Katarina

Hello Katarina,

Thank you for your message.

Here are the answers to your questions:

How long have you been a player at this casino?

I registered on October 23rd and played normally for a short period. My account was closed on November 10th shortly after I won.

Have you accumulated your winnings with the help of a bonus?

No, I did not use any bonus.

My Bonus Balance was 0 the entire time, and all winnings came from real Cash Balance.

I was also allowed to play restricted games like Book of Dead, which confirms no active bonus.

Have you received confirmation that your account is fully verified?

Yes.

I received written confirmation from Winzter’s KYC Department that:

– My ID was approved

– My proof of address was approved

– My payment card ending in 3959 was approved

– My account was "fully verified"

I also have the emails from Winzter requesting verification during the withdrawal process, which shows that my withdrawals were legitimate and under review before the account was closed.

I can forward these documents if needed.

Thank you for your assistance.

Best regards,

Simon

Hi Katarina,

I just wanted to provide you with an update for my case.

Winzter has now refunded €100 to my Revolut card. This confirms that my deposit refund has started, but the case is not resolved and the operator has still not returned my €10,000 in verified winnings.

They have not provided any explanation, no T&C clause, no evidence, and no documentation related to the alleged breach of terms.

My account was fully verified (ID, address, and bank card ending in 3959), and at the time of closure my balance consisted of €8,000 cash balance and €2,000 in two withdrawals marked "Under Review."

The operator still has not responded to my final notice, and I will escalate the matter to Anjouan Licensing Services when the 24-hour window expires.

I just wanted to keep you updated — the case remains open.

Thank you again for your assistance.

Kind regards,

Simon T*******

Hi Katarina,

I just wanted to inform you that, since my account remains closed and my payout has still not been processed, I have now submitted a formal complaint through your official site seal validator page, as instructed by Anjouan Gaming.

My intention is simply to resolve this matter as smoothly as possible.

If you need any additional documents or information from me so that you can finalize my withdrawal, please let me know — I am fully available.

Thank you,

Simon T*********

Dear SimonSwe,

thank you for your replies and updates.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi again.

I have sent you documents!

Dear SimonSwe,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Hello SimonSwe,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I understand your dissatisfaction with the situation.

Let me share our stance as Casino Guru in such situations.

While strictly technically speaking, the casino has this clearly stipulated in their terms and conditions, to which you agreed to:

Nevertheless, I checked the Winzter Casino’s website using a Swedish IP address and was able to access the registration page without any problems or indications that I'm from a restricted country. Sweden was even selected automatically as the default country, along with the international phone code, which gives the impression that players from Sweden are not restricted.

I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Winzter Casino to join the conversation.

Dear Winzter Casino,

I understand that Sweden is listed as a restricted country in your terms and conditions. However, I would appreciate some clarification on why players from a restricted region are still able to access your site and, more importantly, complete registration and make deposits without any limitations, and this is then later used against them?

The registration form allows Sweden to be selected as a country; moreover, it was automatically preselected along with the appropriate international phone prefix. This naturally gives players, including myself, the impression that registration from Sweden is permitted. Most top casinos have this enforced automatically by their system, which is what we advocate for as well.

At Casino Guru, we believe that when players can freely register, deposit, and play without bypassing any restrictions, and win their funds legitimately, they should be able to receive those winnings.

I kindly request your reconsideration of this situation.

If there are any other factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at [email protected]

Hi Michal,

Thank you for taking over my case.

Just to clarify my situation briefly:

I registered without VPN and Sweden was automatically pre-selected during registration (including phone prefix).

My ID, address and both payment methods were fully approved by Winzter before the winnings.

I deposited twice, played with cash balance only, and my balance before the account was closed was:

• €8,000 cash

• €2,000 under review (two €1,000 withdrawals)

I received only one deposit refund (€100 to Revolut). The second €100 refund to Swedbank never arrived.

I was never given any explanation or clause to justify the alleged "T&C breach".

Since registration, deposits, verification and gameplay were all accepted without any restrictions from their side, I simply followed the process as presented.

For transparency, I have also submitted my case to the Anjouan regulator, as I received no explanation from the casino.

Thank you again for helping me move this forward.

Kind regards,

Simon

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.