Winz.io Casino - Player’s deposit has never been credited to his account.

I bought a $100Neosurf voucher and used this to deposit at this new casino. Chat very unhelpful they just say you deposit was unsuccessful and try again in.24 hours. This voucher has been debited for $100 by Direx NV!!!! I no Longer have any funds on the voucher and no funds in my gaming account!

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you forward me the payment receipt? Have you tried to communicate this issue with your payment provider? I hope we will be able to help you to resolve this issue and locate your missing funds as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear James,

Thank you very much for your quick reply and for the receipt. Have you tried to communicate this issue with your payment provider (not the casino)?

Yes and they advise money was debited by DIREX NV as per the receipt i attached with the reference number. I.guess Direx NV is the owner of the casino.

Thank you very much James for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi James,

I read your complaint and understand your frustration. I will contact the casino and we'll see what can be done here.

Our deepest apologies about the problem caused and time spent. Money got stuck on the way to the casino from the payment method and we are still investigating, but we added funds to your account. Once again apologies and truly hope you will explore our games, promos and have fun!

Hi James,

Can you confirm the money was added to your balance?

Hi Peter. Thanks I am waiting for my account to be reopened. I closed it out of haste when I thought I'd never see the money. I have to wait 7 days before account can be reopened.

Hey James,

Once again apologies for all the confusion, funds are definitely on the account balance and we'll reach out to remind in 7 days.

Regards,

Winz Casino

Thank you James and Winz Casino.

Hi James,

Has there been any news?

Hello James,

Can you confirm the money was added to your balance so we can close the case?

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.