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Hello, I was playing slots and baccarat on winz.io. I was banned, allegedly for "developing strategies aimed at obtaining unfair profits."

I can't log in anymore either. I took a screenshot a few days ago because another withdrawal was taking longer than usual. Please help me.

Guten Tag, ich habe auf winz.io Slots und Baccarrat gespielt. Ich wurde gesperrt angeblich aufgrund von "Entwicklung von Strategien, die darauf abzielen, unlautere Gewinne zu erzielen."

Ich kann mich auch nicht mehr einloggen. Ich habe vor ein paar Tagen mal ein Screenshot gemacht, weil eine andere Auszahlung länger als sonst gedauert hat. Ich bitte Sie mir zu helfen.

Hello,

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

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

• Could you please describe your gameplay activity in the casino?
• Have you submitted any documents required for verification?
• Have you accepted any bonuses when playing in the casino recently? Have you accumulated the balance with the help of a bonus?
• Could you please share the communication from the casino listing the allegations against you? Send the communication to my email at tomas@casino.guru

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

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

Thank you for taking on my case.

1) After I made a large win with the bonus buy on July 29th and it took longer for the withdrawal on July 29th, I took a few screenshots of my gaming activity and my profile. I played one bonus buy every day and sometimes baccarat afterward. What I didn't record is how I played one game of baccarat on July 31st for approximately 57 Solana and won 85,907 Solana (Banker 6). After that, I tried to make a withdrawal, and my account was blocked.

2) My account was already verified before I started playing.

3) Yes, there were cashback offers and also a wheel you could spin. I've also attached a screenshot of the bonuses up to July 29th. It was the cashback, so to speak, and I spun the wheel twice, for which I had to make two deposits of 1 SOL.

4) Yes, I just sent the email.

Thank you

Hallo,

vielen Dank, dass sie meinen Fall übernehmen.

1) nachdem ich bei dem Bonus Buy am 29.7. einen größeren Gewinn erzielt habe und es länger mit der Auszahlung vom 29.7. gedauert hat habe ich ein paar Screenshots meiner Spielaktivität und meines Profils gemacht. Ich habe jeden Tag 1 Bonus Buy gespielt und manchmal danach Baccarat. Was ich nicht aufgezeichnet habe ist, wie ich am 31.07. 1 Spiel Baccarat über ca. 57 Solana gemacht habe dabei 85.907 Solana gewonnen habe (Banker 6). Woraufhin ich die Auszahlung machen wollte und mein Account gesperrt wurde.

2) Mein Konto war bevor ich angefangen habe zu spielen bereits verifiziert.

3) Ja, es gab Cashback angebote und auch ein Rad an dem man drehen kann. Ein Screenshot von den Boni bis 29.7. habe ich auch beigefügt. Es waren sozusagen das Cashback und zwei mal habe ich das Rad gedreht wofür ich zwei Einzahlungen über 1 SOL machen musste.

4) Ja, die Email habe ich soeben gesendet.

Vielen Dank

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear alexalois12329,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Greetings,

As a result of a routine gameplay check the game provider confirmed that the player in question was involved in opposite betting. We have requested a detailed report for those rounds and will share it with CasinoGuru staff as soon as we receive it.

Thanks!

Winz

Dear Winz Casino,

Thank you for providing the additional context regarding the case. The evidence you submitted is currently under internal review, and I will share updates with you as soon as they are available.

Dear alexalois12329,

Following a thorough review of the materials provided by the casino, I must conclude that your betting patterns raise serious concerns regarding the legitimacy of your gameplay. While I’m unable to disclose specific investigative details, please be assured that all evidence was carefully reviewed and evaluated by our team before reaching this decision.

We strongly advocate for players in cases where winnings are voided solely due to opposite betting conducted from a single account without collusion. However, in this instance, the evidence indicates behavior consistent with collusion between individuals, which triggers serious anti–money laundering (AML) and security concerns. In such cases, casinos are within their rights to take protective measures to ensure the integrity of their platform.

For these reasons, we are unable to uphold your complaint, and we must respectfully reject it.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo