Winz.io Casino - Player’s winnings confiscated and account closed.

I recently signed up for Winz.io casino and immediately went through the KYC process, as I do with every casino to avoid issues later. During the KYC process, their auto verification bot had trouble accepting my proof of address. I was informed that my case was forwarded to a manager for reset and that I could still deposit and withdraw from my account during this time.

I proceeded to deposit and play, eventually winning 1618 ADA ($660). When I requested a withdrawal, I was told it was on hold due to a manual review process and that it would be approved soon.

Later that day, I received an email from Winz stating that my withdrawal was rejected due to suspicious activity, and my winnings were confiscated without any detailed explanation.

I then made a thread on Bitcointalk and managed to reach their representative. The next day, support contacted me, claiming my ID was forged and requested another form of identification. This was surprising because my ID is an official Nigerian NIM ID. I went ahead and got a new one printed with a working QR code, submitted it to Winz, and they still claimed it was forged, ultimately closing my account and confiscating my winnings.

Winz is wrong; my ID is Nigerian government-issued and not forged. I have had no issues verifying my identity at other casinos, only at Winz.io. I will submit my documents here to verify their legitimacy, as suggested. I believe Winz.io is simply unfamiliar with Nigerian IDs and how they work.

Dear Wingax,

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

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

• Could you please share the alternative of your ID you provided to the casino after your account was blocked?
• Send the screenshot to my email at tomas@casino.guru,

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

Best regards,

Tomas

Sent to your email. If you need anything further. Let me know

Hi @Wingax,

Duly noted, I will check with our head of support. I assume you use the same email as stated above? If not please send us your username to affiliates@moonwalkers.io

Thanks, Tomas

Dear Winz.io Casino,

the email the player used to register on your site should be correct. Please let us know regarding the investigation of the player's documents submitted for verification.

Hi Thomas,

Is there any way you can get in touch with the Nigerian Identity Management Commission (NIMC) or have winz.io contact them directly? They can confirm the authenticity of my documents.

To clarify, Nigeria has two forms of ID: the National Identity Card and the NIN (National Identification Number) cards. The NIN cards are newer, and the NIN number is linked to everything, including bank accounts. Verification in Nigeria is done through the NIN. The cards can be printed at various locations, with the highest quality prints available at the national federal headquarters, which is 1.5 hours away from me. However, the quality of the print doesn’t matter; what matters is the NIN number and the QR code.

I believe winz.io might be unaware of this and is comparing my card to higher quality prints they’ve received from other Nigerian customers, thereby assuming mine is forged.

Thank you for your assistance.

Any update regarding this case? It’s been a while now

Dear Wingax,

We are discussing the matter with the casino representative outside the complaint thread. Thanks for your patience and understanding.

My apologies, allow me some more time before posting our conclusion on the matter.

I apologize for the delay.

We received evidence from the casino regarding their decision to close your account and confiscation of your winnings.

Based on the evidence we concluded the casino's decision was justified.

If you don't agree with our conclusion I would recommend you contact the gaming authority and file a complaint.

Feel free to take advantage of our resources on the gambling authority, including contact information https://casino.guru/licensing-authorities/curacao-license-3 and our guide on how to file a complaint with a regulator here: https://casino.guru/submitting-complaints-to-regulators

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.