Winz Casino - Pelaajan kotiutus on takavarikoitu.

I registered at Winz.io on September 2, 2025. After making some regular withdrawals, today I received an email accusing me of using "strategies to obtain unfair winnings."

I would like to clarify the following:

• I mainly played Blackjack, a game where cheating or using unfair strategies is not possible.
• I also purchased some bonus buys in slots where this feature is available, but I did not use any unusual or prohibited strategies there either.
• Additionally, I used the Wheel promotion to receive free spins. To unlock this wheel, a deposit of 200 USDT was required. This is a significant amount of money for me, but I decided to deposit because I enjoy playing and wanted to have fun with the promotion.

The casino also told me that since I deposited and withdrew a total of 600 USDT, I should not receive anything else because I already "got my deposit back." However, this is unfair: my current balance of 136.16 USDT is not part of my deposit, it is money I legitimately won while playing.

I did not violate any rules, and I strongly believe I am entitled to these winnings.

Therefore, I am requesting the immediate release of my remaining balance of 136.16 USDT to my wallet address.

I kindly ask Casino.Guru to intervene and ensure that the casino respects fair terms and returns my balance.

Thank you.

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.

• Was your account blocked, or is it still accessible to you?
• Is your player's account verified? Were you asked to submit any documents to pass verification?
• Could you please share with me your communication between you and casino support regarding the allegations made against you? 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.

Hi Tomas,

My account has been blocked and I believe it has been deleted.

Yes, I completed the KYC process the same day I registered in order to avoid such situations. I submitted my ID, selfie, and proof of residence.

I have forwarded to your email the communication I have regarding this matter.

Thank you very much for your support.

Best regards

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 elephantm,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winz Casino representative to join this conversation and participate in resolving this complaint.

Dear Winz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

New about my case? Thanks

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.

Greetings,

We believe this player is a part of a fraud group and will be sharing the proof privately to CasinoGuru shortly.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear elephantm,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan