Wino Casino - Pelaajan voitot on takavarikoitu.

I actually won 25k first, played to 10k and tried to withdraw. 10k left they have sent an email and closed my account and taken my winnings absolutely criminal. I played slots fair and square massive ££25 a spin

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• How long have you been a player at the casino, and when was your account blocked?
• Did the casino explain why your winnings were confiscated? Did the casino cite any broken rules?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the account closure as evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

No bonus played

Dear Brandon,

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling €470. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Wilfred

been using the casino for around a month and account closed 02/09/2025

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Brandonluk,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

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

Dear Wino 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 to me at michal.k@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 Brandonluk,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru