Winzter Casino - Player’s winnings haven’t been received yet.

The casino claims that I played on a sports bonus at the casino and thereby violated their rules. Deposited 50 euros and apparently automatically received a sports bonus even though I was in the casino. When I received the bonus, it only said "welcome bonus". When I requested my payout, it was denied with the reference that I violated their bonus rules and played with a sports bonus on their casino games. This has not happened consciously in any way

I have seen that there are more people who have been subjected to similar things. I first made a withdrawal that I revoked of 301 euros and then managed to increase the profit to 601 euros.

Here is the response I received after the withdrawal was denied.

Hello!

I hope this email reaches you.

We are sending you this email regarding your withdrawal request. Unfortunately, your withdrawal has been declined and your winnings have been confiscated. We are very sorry for this.

The reason your winnings have been confiscated is that you have violated our Terms of Use in clause 7.15. Bonus usage restrictions:

Sports bonus

Application: The Sports Bonus is intended for use on sports betting only. Exclusions: This bonus cannot be used on live casino games or slot machines. Compliance: Any attempt to use the Sports Bonus on excluded games will result in the loss of the bonus and all associated winnings.

We truly regret any inconvenience this may cause you.

Please note that your original deposit amount has been returned to your casino account.

Thank you for your patience and understanding.

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 Tosse,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ok, maybe I chose the wrong type of case? But I can add that when I received the bonus that they claimed I had violated in their regulations, it only says "daily reload" up to 1000 euros, nothing says that it is a sports bonus

Dear Tosse, thank you for your response. Could you please confirm whether you were aware that a bonus has been granted to your account? Have you played with any bonus in this casino in the past?

Thank you in advance for your reply.

Hello!

I was not aware that a bonus had been added, but this must have been added without my knowledge. I have not played with any bonus at Winzter before. I have seen in retrospect that there is a daily bonus when depositing, but it is not clear whether it refers to sports or casino.

Dear Tosse,

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, Stefan (stefan.m@casino.guru), 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,

Attila G.

Dear Tosse,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Winzter Casino to join this conversation and assist in addressing the complaint.

Dear Winzter Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

Dear Tosse,

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 (you can submit a complaint via the form in the license validator) and submit a complaint to them. 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru