Winningz Casino - Pelaajan tili on suljettu.

hi. I made deposit here 1000 euro. won about 12000. passed verification, made withdraws. first withdraw about 1000 euro waas approved. next day I made another withdraw with same amount. next day I received email that I broke some term. account closed, money stolen. Bonus funds do not used, only real money.

thanks

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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?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you have received one payment?
• When exactly was your account closed, please?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.? only slots

Do I understand correctly that you have received one payment? yes, I received one payment, after I made second one passed about 6-10 houtr, then account was closed.

When exactly was your account closed, please? In next day after second withdraw attemp.

Thank you very much for your reply, aleks86. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

hi, I forward email, where they wrote about some broken terms.

Dear aleks86,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello aleks86,

It's Michal again. I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

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

Dear Winningz Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Hello,

As stated in prior communication with the player, we have confirmed that there was a violation of our Terms & Conditions. More specifically, the funds were voided due to the breach in section 11.6:

Winningz reserves the right, in its sole and reasonable discretion, to void any bonus funds, associated winnings, or promotional benefits if a player is determined to be engaging in abusive promotional behavior across our network. Such behavior includes, but is not limited to, bonus hunting, collusion, fraudulent activity, the use of multiple accounts, or any pattern of gameplay that is inconsistent with fair use of promotional offers.

Dear Winningz Casino,

Thank you for your response.

You have stated that the funds were voided due to a breach of section 11.6 of your Terms & Conditions, related to abusive promotional behaviour. However, no supporting evidence or case-specific justification has been provided so far to substantiate this determination.

In order to proceed with an independent review of the matter, we hereby request that you provide the evidence supporting the alleged breach. This should include the specific actions or behaviour attributed to the player, as well as the data used to reach this conclusion under the cited provision.

Please forward the relevant documentation to michal.k@casino.guru for independent assessment.

We look forward to your cooperation.

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.

Hello Michal,

As mentioned in correspondence we had directly with you a few days ago, we have escalated the matter further for an additional review, and we encourage the player to reach out to us directly via support@winningz.com so we can resume the correspondence.

Dear Winningz Casino,

Thank you for your response in the complaint thread and also via email. I trust that through further communication and cooperation, the matter will be clarified.

Dear aleks86,

Although certain circumstances identified during the investigation raise valid questions, it appears that the casino team's initial action may have been somewhat strict, or maybe premature.

A further review of the circumstances, including your responses to the casino team's inquiries, may help clarify the situation and provide a better understanding of the matter. Therefore, I encourage you to contact the casino team directly via support@winningz.com and cooperate with their review process.

I will keep this case open for the time being and hope that, through further communication and cooperation from both sides, a resolution can be reached.

Thanks Casino Guru and Winningz.

I already wrote email about 3-4 hours ago. At this moment do not received any response. When I will. I will message here about result. Thanks. Have a nice day

After I checked Spam foldel I found, that my account are unlocked. I will try to withdraw and message you when I will have any results. thanks

Dear aleks86,

Thank you for the update.

Can you please explain this?

Was this written by you, or someone else?

I apologize. I wrote that incorrectly. I meant to say that I am writing regarding the resolution of a Casino Guru complaint.

Dear aleks86,

Thank you for the clarification. I am willing to accept that this was an unintentional mistake or just a typo.

However, please make sure that in the future you do not present yourself as a member of the Casino.Guru team or otherwise imply that you represent us in any capacity.

Thank you for your understanding.

Hello. I need to say that my winnings are already withdrawal.

Bad that casino do not wrote what was the reason to block my account.

Thanks casino guru for help.

I wish you good luck.

Dear aleks86,

Thank you for your response and for the confirmation that you received the funds.

I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre — we will be happy to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru