Cwinz Casino - Player's winnings have been confiscated and withdrawal delayed.

This casino is a scam, never play at it, your money will be stolen. I deposited 750USD, managed to win 1616USD. Firstly, they wouldn't let me withdraw my money, no matter how much you try to verify your account, they never review the documents and your account will never be verified, leaving you unable to withdraw your money. After winning, they took away all my earnings and left me a balance of 750USD, which was my deposit. The money remained there, in the casino, unable to be withdrawn despite sending many documents which they neither read nor review. 

I need to be able to withdraw my money from this casino and for them to pay out my winnings.

I managed to take a screenshot of my balance when it was 1616USD, image attached.

Dear alfonsoat,

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 documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did the casino provide any explanation regarding the confiscated winnings?

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

Could you tell us which documents you have already provided and when exactly you sent the last one?

I sent my identity cards on both sides, I sent my passport, and I sent 2 photos in selfie mode. plus a bank statement where my home address appears

Have you provided all required documents as soon as possible and in the correct format?

Yes, the same day I registered, I uploaded all the required documents.

Did the casino provide any explanation for the confiscated winnings?

They only indicate that my account was audited, the first day I lost 350usd, and the second day I won 1300usd, even so they confiscated my profits.

Thank you very much for your reply, alfonsoat. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The conversation is very long, I just sent it to you by email

Thank you very much, alfonsoat, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Hi alfonsoat,

I've just reviewed your case and am sorry to hear about your struggles with Cwinz. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Cwinz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents for verification and reviewed them? What was the reason for confiscating the player's balance?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello, in another case opened in the COMPLAINTS section, I sent all the evidence to a colleague of yours, kristina.s@casino.guru

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 alfonsoat,

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 Curacao eGaming (please check the license validator on the casino's website, it should lead you hear: https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=cwinz.com) 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 (natalia@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia