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Casino: Winz.io

Amount in dispute: €500

Payment method: Bank transfer / Sofortüberweisung (Klarna)

Date of issue: 12.12.2025

Complaint description:

I requested a withdrawal of €500 from Winz.io. The withdrawal was processed, but my bank rejected the transfer and returned the funds back to Winz.io on 12.12.2025.

I have an official bank confirmation including a transaction reference number, clearly proving that the funds were successfully returned to the casino.

Despite this, 7 days have passed and the amount has not been credited back to my casino account, nor have I received any concrete information about the status of the payment. I have contacted Winz.io support multiple times via email and live chat, but I only receive generic responses such as "please be patient" or "the payment team is working on it", without any timeframe or confirmation.

The withdrawal was originally made via Sofortüberweisung (Klarna). Since Sofortüberweisung does not handle returned payments, the manual reassignment of the returned funds is entirely the casino’s responsibility.

According to Winz.io’s own Terms and Conditions (Withdrawal Policy), bank transfers are generally processed within 3 banking days, which has clearly been exceeded.

There are no KYC, anti-fraud, or bonus-related issues involved in my case. This is simply a returned bank transfer that has not been properly handled by the casino.

I am requesting that Winz.io either credits the €500 back to my casino account or provides clear proof that the funds have not been received.

What I want the casino to do:

Confirm receipt of the returned €500

Credit the funds back to my casino account immediately

Provide clear communication and a resolution timeframe

I am submitting this complaint because all direct communication attempts with the casino have failed.

Important notice:

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Dear Kingcaniko,

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

Dear Complaints Support Team,

Thank you for your feedback.

I would like to briefly clarify the situation, as there seems to be a misunderstanding here:

This is not a pending payment to my bank account, but a reversal of an amount that has already been returned to my player account.

My bank rejected the withdrawal request for €500, and the funds were demonstrably returned to the casino on December 12, 2025. Therefore, the money is no longer in the withdrawal process and must be manually credited back to the player's account.

I have official bank confirmation, including a reference number, proving that the amount was successfully returned to Winz.io. There are no pending KYC checks or game history audits that could delay this process.

Therefore, the reference to a waiting period of 14 days for regular payouts is not applicable in this case, as it concerns the allocation of a refund.

I would therefore be grateful if this circumstance could be taken into account and the case pursued accordingly.

Thank you for your support.

Best regards

Kingcaniko

Sehr geehrtes Beschwerdesupport-Team,

vielen Dank für Ihre Rückmeldung.

Ich möchte den Sachverhalt kurz klarstellen, da hier offenbar ein Missverständnis vorliegt:

Es handelt sich nicht um eine ausstehende Auszahlung auf mein Bankkonto, sondern um eine Rückbuchung eines bereits zurückgesendeten Betrags auf mein Spielerkonto.

Die Auszahlung über 500 € wurde von meiner Bank abgelehnt und am 12.12.2025 nachweislich an das Casino zurücküberwiesen. Das Geld befindet sich daher nicht mehr im Auszahlungsprozess, sondern muss manuell dem Spielerkonto wieder gutgeschrieben werden.

Ich verfüge über eine offizielle Bankbestätigung inklusive Referenznummer, die belegt, dass der Betrag erfolgreich an Winz.io zurückgesendet wurde. Es liegen keine offenen KYC-Prüfungen oder Spielverlaufsprüfungen vor, die diesen Vorgang verzögern könnten.

Aus diesem Grund ist der Hinweis auf eine Wartezeit von 14 Tagen für reguläre Auszahlungen in diesem Fall nicht zutreffend, da es sich um die Zuordnung einer Rücküberweisung handelt.

Ich wäre Ihnen daher dankbar, wenn dieser Umstand berücksichtigt und der Fall entsprechend weiterverfolgt werden könnte.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Kingcaniko

Dear Complaints Support Team,

I am referring again to the aforementioned process. Today is December 22, 2025, and I have yet to receive either a status update or a refund.

My previous inquiries have only been met with the advice to be patient, without any concrete explanation, processing status, or timeframe.

As previously explained, the amount of €500 was demonstrably transferred back to Winz.io on December 12, 2025. This is therefore not a regular payout, but rather the allocation of a refund, which is why the general statement about waiting times is not applicable.

Sehr geehrtes Beschwerdesupport-Team,

ich beziehe mich erneut auf den oben genannten Vorgang. Heute ist der 22.12.2025, und ich habe bislang weder ein Statusupdate noch die Rückbuchung des Betrags erhalten.

Auf meine bisherigen Nachfragen wurde mir lediglich mitgeteilt, dass ich Geduld haben solle, ohne jedoch eine konkrete Erklärung, einen Bearbeitungsstand oder einen Zeitrahmen zu erhalten.

Wie bereits mehrfach erläutert, wurde der Betrag in Höhe von 500 € am 12.12.2025 nachweislich an Winz.io zurücküberwiesen. Es handelt sich somit nicht um eine reguläre Auszahlung, sondern um die Zuordnung einer Rücküberweisung, weshalb der allgemeine Hinweis auf Wartezeiten nicht zutreffend ist.

Dear Kingcaniko,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Kingcaniko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru