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Please , I am OWUSU M****** from GHANA , Firstly , I did Registered to Opened Online Account to Company Call , WINZ : ( www.Winz.io ) for some Months ago and Again , I did used my VISA CARD to Deposited to my Account to that Company and Played Several CASINO GAMES and WON , But that Company had Refused to Processed my WITHDRAWAL PAYMENT CLAIMS for me to my VISA CARD or BANK ACCOUNT , Up till now , So I want your Company to help me and Use my Details to Check from that Online Company and Process to Investigate to Recover all my Payment Claims for me to VISA CARD or BANK ACCOUNT now and Send me the Payment Transactions Transfer Receipt by My Email now , So I am waiting for Reply now

Dear Owusu,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. I hope I understood the issue correctly and you’re experiencing difficulties withdrawing your winnings to your preferred payment method.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have been offered an alternative to withdraw your winnings? Is the disputed amount correct?

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

Best regards,

Petronela

Thank you , Firstly , The Amount for my Withdrawal Payment Claims : ( $100,000 ) I am Requesting that Payment Claims and Moreover , That Company : ( Winz ) haven't Send my WITHDRAW Payment of WAGER PAYOUT Also , So I want your Company to help me with that WAGER Withdrawal Payment Claims for me to my VISA CARD or BANK ACCOUNT and Again , That Company wanted me to Withdraw my Payment Claims through BITCOIN Method , But I don't have BITCOIN WALLET to Receive my Withdrawal Payment Claims , So I did Sent Several message Reply to that Company to Send my Withdrawal Payment Claims to my BANK ACCOUNT , Because I had Already Sent my BANK ACCOUNT DOCUMENTS to that Company , But had Refused to Processed my WITHDRAWAL PAYMENT for me to my BANK ACCOUNT , Up till now , So I want your Company to help and Process to Investigate to Recover all my Withdrawal Payment Claims for me to my Bank Account now , So I am waiting for Reply now

Dear Owusu,

If you have been advised by the casino to use a Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree on how to pursue this case.  

Once again, is the requested withdrawal equal to 100,000 USD? Thank you.

I’m sure you understand that I don’t work for Winz.io Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to receive your winnings. 

Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

Thank you , Firstly , My last Deposited was : ( $20 ) and Again , I did Created WAGER Lmit in Amount in my Account also to that Company and Moreover , used my Deposited to Played Several CASINO GAMES and WON and Furthermore , I don't knew how to go about OPENED BITCOIN E-WALLET ACCOUNT and Again , My Active Balance is now : ( $20 + ) and Finally , I had Already Sent my BANK ACCOUNT DOCUMENTS to that Company , So they Should Process and Send all my Withdrawal Payment Claims for me to my BANK ACCOUNT now , Which Include my WAGER WITHDRAWAL PAYMENT CLAIMS , So I am waiting for Reply now

OK, I have corrected the disputed amount from $100,000 to $20.

Once again, since credit card withdrawals are not available in your region I strongly recommend following the advice from the casino and creating an e-wallet to receive your winnings. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Please , I don't know the process to Create that BITCOIN E-WALLET ACCOUNT to Receive my Payment Transfer to my BANK ACCOUNT , So if your Company can Create that BITCOIN E-WALLET ACCOUNT for me to Receive my Payment Claims to my BANK ACCOUNT , I will Accept that Payment Claim to my Bank Account And Again , You can Send my Payment Transfer to my BANK ACCOUNT now , So I am waiting for Reply now

Dear Owusu,

Please understand that nobody can create a Bitcoin e-wallet for you, only yourself. Please try to ask for help from your family members or friends. Since the casino is unable to process withdrawals through credit cards in your geolocation, I'm afraid creating a Bitcoin account is your only option to receive funds. Thank you.

Thank you , Please , I don't have Family Member or Friends who is into BITCOIN Business to Create that BITCOIN E-WALLET ACCOUNT , So I am demanding for my Withdrawal Payment Transfer to my BANK ACCOUNT through International Wire Transfer from that Company : ( Winz ) and Send me the Payment Transactions Transfer Receipt by My Email now , Because , I Can't any BITCOIN E-WALLET Account to Receive that Withdrawal as your Company is Forcing me to Create Account , I dont know that Procedure to Receive my Withdrawal Payment Claims , So am waiting for Reply now

Dear Owusu,

Once again, I’m sure you understand that I don’t work for Winz.io Casino, but as one of the Casino.Guru independent employees and professionals I'm trying to help you to resolve your problem. 

The casino can't send you money to your credit card.

Your only option is to create an e-wallet.

Thank you for your understanding.

Please , So why can't that Casino Company send my Withdrawal Payment through International Wire Transfer to my BANK ACCOUNT , But Trying to Force me to Open BITCOIN E-WALLET ACCOUNT to my Withdrawal Payment without knowing the Procedure to Receive my Withdrawal Payment to my BANK ACCOUNT , So that Casino Company should be Responsible to deal with any Method of Withdrawal Payment for me to Receive my Payment Claims , But Can't Force me to Open BITCOIN E-Wallet Account to Receive my Payment Claims , So I am waiting for Reply now

Have you tried requesting an alternative payment method from the casino directly?

Thank you , I did chat to their Company Support last time and They told me that they will Tryed to Withdraw my Payment Transfer by International Bank Transfer , But they had Refused Deal to Processed my WITHDRAWAL PAYMENT CLAIMS through International Bank Transfer to my BANK ACCOUNT , Up till now , So their Company Should be Responsible to Deal with any Method for me to Receive my Withdrawal Payment Claims from that Company , So I am waiting for Reply now

Wasn't the payment declined because there is a minimum amount that could be transferred through wire transfer and your balance is lower than this minimum?

Thank you , Firstly , how can my Payment declined with that of Withdrawal Payment of Bank Transfer , Because they Supposed to Withdraw all my WAGER PAYMENTS CLAIMS , BONUSES Plus my ACCOUNT BALANCE and Send all that Payment Transfer to my Bank Account now and Send me the Payment Transactions Transfer Receipt by My Email now , So I am waiting for Reply now

In general, wire transfers require a minimum of $50 or $100 to be processed. Since your balance is $20, it might be another reason why your payment has not been processed.

Thank you , Please , What you are trying to Defend that Company : ( Winz ) I don't Understand , Because Just Ask that Company : ( Winz ) their Company Minimum Deposited or Withdrawal Payment of Bank Transfer Starting : ( $20 , €20 , £20 ) , So why can't that Company Send my Withdrawal Payment of that Amount and You are Still trying to Defend that Company about their Wrongdoing and Again , Just Ask that Company about my Last Time WITHDRAWAL they Rejected in Company : ( $40 ) of that COINSPAID , So they Should check with my WAGER WITHDRAWAL PAYMENT CLAIMS , BONUSES Plus my ACCOUNT BALANCE and Process to Send all my Payment Transfer to my Bank Account now , So I am waiting for Reply now

Thank you , Please , What you are trying to Defend that Company : ( Winz ) I don't Understand , Because Just Ask that Company : ( Winz ) their Company Minimum Deposited or Withdrawal Payment of Bank Transfer Starting : ( $20 , €20 , £20 ) , So why can't that Company Send my Withdrawal Payment of that Amount and You are Still trying to Defend that Company about their Wrongdoing and Again , Just Ask that Company about my Last Time WITHDRAWAL they Rejected in Company : ( $40 ) of that COINSPAID , So they Should check with my WAGER WITHDRAWAL PAYMENT CLAIMS , BONUSES Plus my ACCOUNT BALANCE and Process to Send all my Payment Transfer to my Bank Account now , So I am waiting for Reply now

Thank you very much, Owusu, for providing all the necessary information. I was not trying to defend anyone, simply considering all the possibilities and reasons why the payment couldn't be processed.

I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Owusu,

I looked at your complaint and will do my best to help you. I would like to invite Winz.io Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Please , I am OWUSU M****** from GHANA , Firstly , I did Registered to Opened Online Account to Company Call , WINZ : ( www.Winz.io ) for Some Months ago and Again , I did Used my VISA CARD to Deposited Amount : ( $20 ) to that Company and Played Several CASINO GAMES and WON , But that had Refused to Processed my WITHDRAWAL PAYMENT CLAIMS for me to my VISA CARD or BANK ACCOUNT , Up till now and Furthermore , Which Include my WAGER WITHDRAWAL PAYMENT CLAIMS , BONUSES and MY ACCOUNT BALANCE to that Company , So I want your Company to help me and Use my Details to Check from that Online Company and Process to Investigate to Recover all my WITHDRAWAL PAYMENT CLAIMS for me to my BANK ACCOUNT now and Send me the Payment Transactions Transfer Receipt by My Email now , So I am waiting for Reply now

Hello Owusu and CasinoGuru,

Please be informed that the issue is solved now.

There was a problem with sending USD currency to Ghana on the payment method side. We have offered him to try to use crypto or MiFinity, but there was no success. We have credited 20 EUR to his account balance, so he has finally managed to request a withdrawal to his bank account.

Please let us know if you need any additional details!

Regards,

Winz.io Casino

Dear Owusu,

let me know when you'll receive your winnings, please.

Please , I am OWUSU M****** from GHANA , Firstly , I had Completed Submitted my Bank Transfer Withdrawal with my Bank Account Details , But I haven't Receive my Winnings to Bank Account Yet , So I will get back to when I Receive my Winnings to my Bank Account , So I am waiting for Reply now

Dear Owusu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you , Please , I am OWUSU M****** from GHANA , Firstly , I haven't Received my Winnings from Company : ( Winz ) Casino Yet , So that is while I haven't Updated your Company about that of Withdrawal Payment Claims , So I want your Company to Contact that Company : ( Winz ) for my WITHDRAWAL PAYMENT CLAIMS , Since I did Submitted my Bank Account Details to that Company , So I am waiting for Reply now

Hello,

The money finally was sent, the complication was related to the fact that Ghana was recently on the FATF monitoring list due to country-wide poor AML procedures. This was done on an exceptional basis and there is no guarantee such transactions will go through again due to reasons beyond our control.

Regards,

Winz.io

Dear Owusu,

let me know when you'll receive your winnings, please.

Thank you , Please , I haven't Received my WITHDRAW WINNINGS PAYMENT CLAIMS from that Company : ( Winz ) Casino Yet and Again , I have Provided my BANK ACCOUNT DETAILS for that Company : ( Winz ) to Transfer all my WITHDRAW WINNINGS PAYMENT CLAIMS for me to my BANK ACCOUNT in Ghana , So that Company : ( Winz ) Suppose to Send all my WITHDRAW WINNINGS PAYMENT CLAIMS Instantly to my BANK ACCOUNT now and Send me the Payment Transactions Transfer Receipt by My Email now , So I can Update your Company about my Receive Withdraw Winnings Information , So I am waiting for Reply now

Dear Owusu,

it'll take a few days to receive your money, please, let me know when you'll receive it.

Thanks for your understanding.

Thank you and your Company Very Much for Spending your Precious Time to Resolving my Complaint Case of Payment Claims to that Company : ( Winz ) Casino and Again , I will Update your Company any Information When I Receive my Withdraw Winnings Payment Claims in my Bank Account in Ghana

Dear Owusu,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Please , You did Sent me Message last time that I will be Receiving my MONEY in Few days and I did Waited for Some Days , But I Couldn't Receive any Money to my BANK ACCOUNT In Ghana , So I did Contacted that Company : ( Winz ) Casino to know Update From my TRANSACTION they Promised me that they had Sent to my BANK ACCOUNT in Ghana and They Sent my TRANSACTION RECEIPT to go Check from my BANK and I did Went to my BANK with that TRANSACTIONS RECEIPT they Sent me , But my BANK check the TRANSACTION ID and they Confirmed to me that TRANSACTION haven't Reached to my BANK ACCOUNT yet and I should Wait for Some Days , Because TRANSACTIONS from Outside Takes Long Days before Reaching BANK ACCOUNT in their BANK and Besides , I should Contact my Company Also to Check that TRANSACTION from their Side and I did informed that Company : ( Winz ) Casino about that Update , But they Told me I Should Wait Till I Received that TRANSACTIONS , Because they had Confirmed in their Side that that had Sent to BANK ACCOUNT , Moreover , I want that Company : ( Winz ) Casino to do Follow-up from my BANK about that TRANSACTIONS Sent to my BANK ACCOUNT , So it will Speedy up to Reach my BANK ACCOUNT in Ghana and Get any Confirmation from that Transactions Sent to my Bank Account , Finally , I will Update your Company When I Receive my WITHDRAWAL WINNINGS PAYMENT to my BANK ACCOUNT in Ghana , So I am waiting for Reply now

Dear Owusu,

let's wait 10 more days, let me know when you'll receive your money. If you'll not receive them I'll investigate with the Casino again.

Ok , Thank you and I will wait for that Stated Timeframe : ( 10days ) and Again , I Will Update You when Receive my WITHDRAWAL PAYMENT CLAIMS to my BANK ACCOUNT in Ghana .

Please , I haven't Received my WITHDRAWAL PAYMENT CLAIMS to my BANK ACCOUNT in Ghana , Up till now , So I want your Company to Investigate my WITHDRAWAL PAYMENT CLAIMS Issues from Company : ( Winz ) Casino and My BANK , So they will Check with PAYMENT CLAIMS Issues and Process to Send my Payment Transfer to my BANK ACCOUNT Now , So I am waiting for Reply now

Hi,

Please be informed that we have done both reasonable and best efforts to send money back to you. Moreover, we paid $100 in banking fees to send $20. Our bank is stating that it is close to impossible to send funds to Ghana, but as we see the payment has been processed and funds were sent, but can't be sure if money has arrived on your account balance at the end (or will arrive any day).

We suggest you open a crypto wallet and we send the equivalent in Bitcoin, we just don't see any other way.

Regards,

Winz.io Casino

Dear Owusu,

please, follow the Casino instructions and let us know about your progress.

Please , Firstly , What Instructions Should I follow from that Company : ( Winz ) Casino Again and Moreover , That Casino Sent me TRANSACTIONS RECEIPT Details that they had Sent my WITHDRAWAL PAYMENT TRANSFER to my BANK ACCOUNT for some Weeks ago and Furthermore , You are Aware of that Issues of my WITHDRAWAL PAYMENT TRANSACTIONS to that Company : ( Winz ) and You did Gave me Timeframe : ( 10days ) to Wait for me Receive my WITHDRAWAL PAYMENT CLAIMS to my BANK ACCOUNT in Ghana , So how can that Company : ( Winz ) Casino come Again and Trying to Force me to Open BITCOIN ACCOUNT and I don't Understand that Reason while that Company : ( Winz ) Casino Always don't Won't to Tell me the Real Truth and But Trying to Telling me Different Story about that WITHDRAWAL PAYMENT TRANSACTIONS RECEIPT they told me they had Already Sent to my BANK ACCOUNT for some Weeks ago , But haven't Received Yet to my BANK ACCOUNT and Again , I don't think I can Open any BITCOIN ACCOUNT and That Company : ( Winz ) Casino have to Contact my BANK : ( Fidelity Bank Limited ) in Ghana now and Confirm my WITHDRAWAL PAYMENT TRANSACTIONS to my BANK now for me to CREDIT all my Withdrawal Payment Claims to my Bank Account now , If they Say they had Already Sent my Payment Transfer to my Bank Account in Ghana and Stop telling me Different Story about Trying to Force me to Open BITCOIN ACCOUNT , So I am waiting for Reply now

Dear Casino,

send me evidence that you've paid the player's winnings. My email: viliam.v@casino.guru

Dear Owusu,

I've received evidence that Casino has sent you the money on 9.12.2021. Please, send me your bank statement for December 2021 and January 2022. My email: viliam.v@casino.guru

Please ,I just forwarded my BANK ACCOUNT STATEMENT DOCUMENT and Again , That Company : ( Winz ) Casino SCREENSHOT DOCUMENT RECEIPT to your above Mentioned Email , So I want you to Check your Email now about that DOCUMENTS , So I am waiting for Reply now

Dear Owusu,

I can confirm that you didn't receive your winnings. However, the Casino sent it to you, it looks like there is some problem with your payment provider. Contact your bank and give them a transaction ID (from the email which you've sent me), they should be able to track the payment. Let me know about the outcome.

If they'll not be able to locate that payment the only option is to open a Bitcoin wallet.

Please , I did Contact my BANK : ( Fidelity Bank Limited ) through Online Chat and Sent my TRANSACTION ID to Check it for me and They Reply me back that they are Checking my TRANSACTIONS ONLINE , But I haven't Received any Updated Reply from my BANK , Up till now , Moreover , Since I have this TRANSACTIONS RECEIPT DETAILS with me and Furthermore , I will be Waiting for Sometime and If I don't Receive my WITHDRAWAL WINNINGS PAYMENT CLAIMS from Both Companies like , : ( WINZ and My BANK ) and I will know what I will do in the Near Future , Because I have Evidence of that TRANSACTIONS RECEIPT with me to Send to any Law Enforcement Agency to Investigate that of my WITHDRAWAL PAYMENT CLAIMS and Furthermore , I don't think I can Open any BITCOIN ACCOUNT again , Because that WIRE TRANSFER TRANSACTION RECEIPT i have is Enough Evidence to Use any Law Companies to Recover all my PAYMENT CLAIMS , So I am waiting for Reply now

Dear Owusu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Please , I did Contacted my BANK : ( Fidelity Bank Limited ) through Online Chat and Sent my TRANSACTION ID to Check it for me and They reply me back that they Checking my TRANSACTION ONLINE for me , So I should wait for their Reply , But , Up till now , I haven't received any Updated Reply from my BANK yet and Again , Since I have the TRANSACTION RECEIPT DETAILS with me and I will wait for Sometime and if I don't Receive my WITHDRAWAL WINNINGS PAYMENT CLAIMS from Both Companies like : ( WINZ and My BANK ) , I will know what to do Next about my WITHDRAWAL PAYMENT CLAIMS Issues Case in the Near Future , Since I have that WIRE TRANSFER TRANSACTIONS RECEIPT as an EVIDENCE and I Know any LAW ENFORCEMENT AGENCY can help me to Recover my PAYMENT CLAIMS , When I Forward this TRANSACTION RECEIPT DETAILS to Check it and Investigate this my WITHDRAWAL PAYMENT CLAIMS CASE and Again , I don't think I can Open any BITCOIN ACCOUNT , Because this WIRE TRANSFER TRANSACTIONS RECEIPT will be Enough EVIDENCE to Challenge this my WITHDRAWAL WINNINGS PAYMENT CLAIMS CASE in the Near Future , If I don't Receive my WITHDRAWAL PAYMENT CLAIMS from Both Above mentioned Companies to Recover my PAYMENT CLAIMS , So I am waiting for Reply now

Let's wait a few days more for your bank statement. Please note that if you'll not receive your winnings in the next 7 days there is only one last option for you to get the money and it is Bitcoin. Your cooperation, in this case, is very important, Owusu.

Dear Owusu,

did you receive a reply from your bank, please?

Please , I haven't Receive any Reply from my BANK : ( Fidelity Bank Limited ) , Up till now , Concerning about my WITHDRAWAL WINNINGS PAYMENT CLAIMS Issues

Dear Owusu,

unfortunately, the last option is to create a Bitcoin wallet. You need to understand that if you'll not cooperate we can't help you.

Please , I don't understand the Reason while you wanted me to Create BITCOIN ACCOUNT and Again , I don't think that Company : ( Winz ) can Force me to Open BITCOIN ACCOUNT , Because , From the look of things that Company : ( Winz ) didn't Process any Transactions and Sent me that TRANSACTION RECEIPT and Pretended they had Sent that Transactions to my BANK ACCOUNT in Ghana and Moreover , You Always trying to Support them their Wrongdoing and Furthermore , I will not Force that Company : ( Winz ) to Send my Payment Claims , But they will Pay for their Wrongdoing in the Near Future , Because I have that Transactions Receipt as Evidence to Challenge that Company in the Near Future and Finally , I will not Open any BITCOIN ACCOUNT and If they like they Should Take My WITHDRAWAL WINNINGS PAYMENT CLAIMS

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.