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My account was blocked and I was denied my €1,000 withdrawal

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Complaint details (beskrivning):

Hello Casino Guru,

I would like to file a formal complaint against Winzter Casino.

I am a Swedish citizen and I am registered with Spelpaus.se, meaning I am officially self-excluded from gambling due to a gambling addiction. Despite this, Winzter Casino allowed me to create an account, make multiple deposits (around €2,000), and play.

On July 6th, I made a withdrawal request for €1,000 – money that I won without any active bonuses. I have screenshots proving that my bonus balance was €0, my account was verified, and that the withdrawal was submitted successfully.

After repeated delays, I was suddenly blocked from logging into my account entirely, with no clear explanation. Support first said withdrawals were delayed due to high volume. Now I can’t even log in, and my balance is gone.

I contacted the casino and informed them that:

I am self-excluded via Spelpaus (which they ignored)

I have all evidence of my balance and clean bonus conditions

I have a gambling problem and am taking steps to recover

In response, they accused me of threats, even though I simply said I would take legal steps and inform my credit card provider – which I have the right to do.

I now request that Casino Guru:

Helps me recover my €1,000 winnings

Warns others about this casino if necessary

I have all the screenshots, chat logs, and documents to back up my claim and am ready to send them.

Thank you very much for your help.

Sincerely,

Mario

Hello,

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

Please note that threatening a chargeback might be considered a breach of casino rules. I would advise against such practice in the future when you attempt to withdraw your winnings.

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

• Could you please share your communication with the casino discussing the delay and the status of your withdrawal?
• Could you please include the communication in which you were given a justification for the closure of your account?
• Did the casino acknowledge your registration in Spelpaus? Have you unsubscribed from the casino's marketing communication?
• Could you please explain how much you deposited?
• Send emails or chat transcripts or other communication supporting your complaint to my email at [email protected], 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

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

Thank you for your patience, and stay safe.

Hi,

I just wanted to confirm that I have sent all the required documents and screenshots to your email address as requested. Please let me know if anything is missing or if you need any further information from me.

Thank you so much for your help and support – it means a lot.

*****

Thanks for your emails.

• Did the casino clarify that your payout will be processed, despite receiving a notification about the rejection of the payout?
• When was the last time you heard from the casino?

Please let me know.

Dear Lukalovi,

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,
Tomas
Casino.Guru