Winz.io Casino - Player's winnings are confiscated due to a 'system error'.

Hello. On the 31th January, I wanted to withdraw my money from Winz.io Casino, the paid me the first one, but then rejected the remaining withdrawals and my balance as well. They said afterwards, it was a "system error" that they gave me some bonuses. Once they credit an amount, this is so unfair that they delete it when a player wants to witdraw. I spent aroun 80,000 EUR overall troughout the years in this casino, with only a few smaller withdrawal. I want to receive my well-deserved money.

Dear pelsinayana,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you experienced with Winz.io Casino regarding your withdrawals and balance.

To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Were there any specific terms and conditions associated with the bonuses that were credited to your account?
• If so, could you provide us with details regarding these terms and conditions?
• Did Winz.io Casino provide any explanation or documentation regarding the "system error" that led to the bonuses being credited to your account?
• Have you had any communication with Winz.io Casino regarding your withdrawal requests and the rejection of your remaining withdrawals and balance?
• Additionally, if you have any relevant communication or documentation related to this issue, please feel free to forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I’m not familiar with the T&C, but they only provider bonuses without wagering requirements, they paid my first withdrawal in that timeframe, as you can see in the screenshot, then they stopped paying and told me that is was a system error.

I attached an e-mail after I contacted them.this is all I Could provide for now. Thank you for your help.

And no, they didn’t provide any proof that it was a system error. They just told me. Then, they disabled my account for a day approximately, then I got back my account.

I took that screenshot after the happenings.

Hi pelsinayana,

• Can you confirm if you made any real money deposits before accruing your winnings?
• Were those winnings solely accumulated from a free bonus that was allegedly mistakenly applied to your account?

Thank you.

Dear Petronela,

I made several deposits on the site, usually thousands of euros each month, I’m a VIP member for 4 years now.

They gave me bonuses which I totally deserve after how much I spent in this casino. They even approved my first withdrawal from that amount, and I insist to receive the remaining amount, 6000 eur which I requested, because once they credit a bonus to a player, there can’t be any reason why they simply steal it and delete the bonus from my account. They told me it was a system error- if it was a system error, it’s still their responsibility. In addition, I had more money on my account before they took it - approximately 11,000 EUR, but if we can make a deal, I’m fine with the amount I requested to withdraw - 6000 EUR. Yes, I requested the withdrawal from that bonus money. They provide wager-free bonuses only on the site. Why it is a problem? I decided to withdraw them.

Kindly let me know if there are any news about the case and please do your best to make a positive decision.

thank you,

looking forward to hearing from you

Pelsin

Hi pelsinayana,

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

No Wagering Bonuses Policy

All no wager bonuses are issued for entertainment purposes, should the bonuses be cashed out with minimal game play we reserve the right to exclude you from further bonuses. For example: Winz.io requires wagering of deposit funds for the purposes of money laundering prevention. Should the player claim no wagering slot bonus and circumvent payout wagering requirements via low risk betting in table or live casino games, this could trigger thorough KYC, removal from further promotions participation and depending on severity of policy breach – account suspension.

• Could you please advise how much was the amount of the rewarded bonus?
• Also, could you please forward link to the exact bonus that you received?

Thank you.

Hello,

The rewarded money was around 11,000 EUR.

They advertise NO WAGERING bonuses everywhere. And they did not tell me to wager the bonus, they simply took it from me. Simply deleted the balance from my account and refused my payouts.

I attach my bonus history for you by e-mail. As I already did.

Thank you.

Hi pelsinayana,

As previously stated, even No Wager Bonuses must undergo a minimal wagering requirement before they can be withdrawn.

All no wager bonuses are issued for entertainment purposes, should the bonuses be cashed out with minimal game play we reserve the right to exclude you from further bonuses. For example: Winz.io requires wagering of deposit funds for the purposes of money laundering prevention. 

If you attempted to withdraw your awarded bonuses without fulfilling the minimum wagering requirement, regrettably, the casino is within its rights to invalidate those promotional funds. Furthermore, the casino has indicated that these bonuses were granted to you due to a technical error. If the funds were credited to your account erroneously and were not wagered as per the terms and conditions, we regret to inform you that we may not be able to assist you further.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello,

There wasn’t any wagering requirement, as I mentioned several times. And the casino did not tell me to wager the bonus, simply deleted my balance. So again, if they replace the bonus to my account, I’m willing to wager it. The service you provide is so weak and technically you did nothing to get my money back. Please reply ASAP. Thank you.

Hi pelsinayana,

I'm sure I have drawn your attention to bonus rules already several times. Nevertheless, I will post them one more time:

No Wagering Bonuses Policy

All no wager bonuses are issued for entertainment purposes, should the bonuses be cashed out with minimal game play we reserve the right to exclude you from further bonuses. For example: Winz.io requires wagering of deposit funds for the purposes of money laundering prevention. Should the player claim no wagering slot bonus and circumvent payout wagering requirements via low risk betting in table or live casino games, this could trigger thorough KYC, removal from further promotions participation and depending on severity of policy breach – account suspension.

 

While the bonus may be advertised as a No Wager promotional offer, the rules specify that the funds must be wagered as real funds.

Furthermore, the casino stated that the bonuses awarded to you were due to a technical issue. We are unable to compel the casino to provide you with free bonuses to which you are not entitled. I understand your frustration, and you may not agree with my response, but regrettably, I don't see a feasible resolution to your satisfaction. It's worth noting that you have already received a €1,000 withdrawal from the casino, and they allowed you to keep this amount.

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.