Winz.io Casino - Player refuses to pass the KYC verification.

Winz.io has rejected my 2.92 LTC withdrawal as their system has flagged my account. They said "Our system flagged your account. Could be various reasons, for example, overlap with bonus abusers by an IP address + signs of bonus abuse."

I don't have multiple account there, I didn't abuse the bonuses there. Winz.io is forcing me to complete the full KYC verification process (proof of identity, proof of address, proof of payment system) in order to receive the withdrawal. Their terms says that they reserves the right to ask for the KYC documents. But they are forcing me to do that while I haven't made any abuse. I prefer anonymity, I'm regularly playing at few more casinos where they have similar terms for KYC. But none of them ever applied this rules like winz.io. This is an unusual behaviour from winz.io casino. They don't have any valid reason to block my withdrawal.

Dear Mahdi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

I have checked the general terms and conditions, and this is what I found (here):

"Winz.io casino reserves the right to carry out KYC verification procedures in case cumulative withdrawals exceed 2000 Euro or 7 BTC or equivalent amounts in other fiat and cryptocurrencies accordingly. Furthermore, Winz.io reserves the right to carry out such verification procedures also in case of lower pay-outs.

copies of a driver’s license, ID card, player’s passport or any other governmental issued document

copies of a player’s utility bills with the name and address on it

copies of the debit/credit cards used to deposit or proof of ownership of any other payments method, such as (but not limited to) eWallets"

"ANTI MONEY LAUNDERING POLICY

Winz.io is committed to combating money laundering and carries out various checks as well as adopting measures to identify and prevent money laundering:

Initiate know you customer procedure (KYC) upon certain thresholds, see withdrawal policy for details.

Require all customers to wager deposits prior to cash outs, see withdrawal policy for details.

Demand cash out to the same method as original deposit. In the other case KYC procedure will be triggered."

I'm afraid you have to undergo the KYC verification if you wish to withdraw your winnings.

Please let me know if this advice was helpful. Thank you in advance for your reply.

Best regards,

Petronela

I'm not interested to go through the KYC process. They reserves the rights to apply the KYC rules. But winz.io has done it with many players who hasn't done anything wrong. They give offers to attract new players, then they block the withdrawals and force him/her to submit KYC documents. Winz.io has addressed me as a bonus abuser and multiple accounts user. Tell them to provide the proof.

Please understand that without undergoing the KYC verification you won't be able to withdraw your winnings and we won't be able to help you. Let me know how you wish to proceed.

I'm not interested to submit my KYC documents for only 2.92 LTC. The most important thing is that I haven't broken their terms. They have trapped me with their KYC system. Which is an unethical business practice from them. If your thought is same (to go through the KYC process) like winz.io team, then you won't be able to sort out this issue. Thank you anyway.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.