The player from Austria had his winnings confiscated by the casino, which accused him of opposite betting while playing on a live casino game. He had reported that this action was not taken the previous week when he had used the same betting strategy but with a smaller amount. The casino had defended its actions by stating the player had violated their anti-fraud policy, which led to the confiscation of his balance and the permanent closure of his account. The player had disputed these claims and had requested proof of his alleged violation. We had invited the casino to provide evidence of the player's breach of their terms and conditions. The casino had provided evidence, which we had analyzed and discussed internally. We had advised the player to contact the Licensing Authority Curaçao Antillephone N.V. (ANT) for further assistance due to the complexity of the case. The player had not responded to our advice within the given timeframe, resulting in the rejection of the complaint.
Winz.io Casino - Player's winnings confiscated over betting strategy.
Amount: 4,040 ₮
Winz.io Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
They confiscate my money
they accuse me for opposite betting
I play on live casino on banker, i was waiting 10 min for make my bet
I wanted to gamble
I bet 2k and i won
They confiscate my money ,, the accuse me of
Funny is that i did samethings last week and noone confiscate my funds, now that i make it with bigger money they confiscate it
Hello diegogargano1986,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winz.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How exactly did you make the opposite bet by the casino's claim? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hi, I verified the account at their request last week
I played baccarat on the player
They have a limited duration promotion and I decided to take advantage of it.
But they accused me of collusion, which is not true, I simply tried to take advantage of their promotion (where opposite betting is absolutely not mentioned)
I spoke to the casino yesterday, and in live chat they always repeated the same things to me, citing anti-fraud article 10
Where opposite betting is not mentioned either.
Then, after my insistence in asking where opposite betting was mentioned, they closed the possibility of speaking to them.
Via email they simply told me that I violated it/c, that they closed my account, confiscated my funds and that their decision is irrevocable
Thank you diegogargano1986 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello diegogargano1986,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Winz.io Casino to join the conversation and participate in the resolution of this complaint.
Dear Winz.io Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you.
Kind regards,
Tomas
Casino.Guru
Thanks Tomas for the help
Winz Casino no longer responds to me
They accused me of opposite betting and it's not really mentioned on their site
The good thing is that I played with my real balance without any active bonus!!!
If they don't want players who win at the live casino, they can easily remove those tables!!
Not paying your winnings is a symptom of a scam and a scam site
There are no other adjectives to describe it
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Diego,
This is a copy of the email that we have sent you earlier.
Please be informed that, after a thorough investigation, we have identified a breach of our P.10 Anti-Fraud Policy in accordance with the terms and conditions outlined in our website https://winz.io/terms-and-conditions. This violation involves engaging in participating in opposite betting collusion with other players.
As a result of these infractions, we have taken the necessary measures to uphold the integrity of our platform and protect the interests of our community. The balance associated with your account has been confiscated, and your account has been permanently closed based on the decision of our casino administration.
We would like to remind you that such activities are strictly prohibited as per our terms and conditions, and we hold a zero-tolerance policy towards fraudulent behavior. Our commitment to maintaining a fair and secure gaming environment for all our players necessitates these actions.
You may find this information in our terms and conditions P.10:
The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:
- participating in any type of collusion with other players
- development of strategies aimed at gaining of unfair winnings
the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player.
The decision is final and indisputable.
Regards,
Winz.io Casino
Hi Winz.io
Since when is playing baccarat a practice of collusion?
Since when can I have an unfair advantage in baccarat?
It's a game where you lose 5% by paying the commission!!!!
I didn't play poker!!
And tell me since I had already played and made a couple of withdrawals on your site
And I did exactly the same thing: PLAYED BACCARAT which is my favorite game!
I repeat, if you don't want us players to play certain games, just exclude them from promotions or from your game offer!
I won a big shot at baccarat and you make excuses not to pay
We players are defenseless because you do what you want as you want and you think it's right??
How can you confiscate the funds because I made a simple game of baccarat?????????????????????????
WHERE IS THE COLLUSION???????
Spend your money on medicines, you deserve cancer, damn thieves!!!
I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.
Dear Winz.io Casino Team,
Could you please resend any relevant communication that you had with my colleague Tomas along with supporting evidence to petronela.k@casino.guru?
Thank you very much in advance.
Hello good morning Petronela and thank you very much for trying to help 😊
If possible, I would like to see the proof too since winz.io has never provided any
I'm curious to see what they come up with!
a question: if their bad faith is evident, is it possible to exclude them from your site and your partners and warn all customers of the danger they run by playing on Winz.io?
I met them through you and I would like to prevent other players from having this horrible experience!
Hello diegogargano1986,
I appreciate your comments. Currently, I'm in internal discussions with the casino. I'll keep you informed about any further developments as soon as we have updates.
Hello everyone,
I just received a message from the Casino on Skype. I need a little bit of time to check the supporting evidence and I promise to get back to you as soon as possible.
Thank you for your patience.
Hi Petronela,
Honestly, I'm curious to see where their imagination goes
I only have 1 account with Winz.io
So they can't accuse me of multi accounts
And I repeat if they do a 14 day welcome promotion where they put some games on sale it's their choice!
They can easily exclude some...
And prevent us players from playing where they don't want us to
So I repeat, if I lose at baccarat because I pay a commission, how can I collude?
If I wanted to collude and be malicious, don't you think I would have chosen other games?
It is clear that they are making excuses not to pay
ZERO seriousness
ZERO reliability
SCAM 100%
This is what you should write about them
Hi diegogargano1986,
I fully understand your frustration. I will analyze the supporting evidence and get back to you as soon as possible. Is there any possibility that you could request and forward your full game history to petronela.k@casino.guru meanwhile? Thank you in advance.
Hi Petronela,
unfortunately not.. they blocked my access to my gaming account, and they informed me via email that the decision was final and that they would not return my funds.. perfect scam style of the worst .com
Hi everyone,
I wish to inform you that upon analyzing the data provided by the casino, we will internally discuss this case with the entire team throughout the week. I will promptly update you once we reach a conclusion or if further information is required.
Thank you all for your patience and cooperation.
Hello everyone,
I'm pleased to inform you that we have thoroughly discussed the case internally, as promised. After careful consideration, we have decided to advise the player to contact the Licensing Authority Curaçao Antillephone N.V. (ANT) at complaints@gaminglicences.com. While we acknowledge that this outcome may not be what you were expecting, diegogargano1986, it's important to note that our ability to investigate the entire case is limited.
We empathize with both perspectives. On one hand, the player's previous withdrawals were approved following similar gameplay. On the other hand, certain red flags may arise later during play, as was the case here.
Should you require any assistance with filing an official complaint with the Licensing Authority, please do not hesitate to let me know.
Dear diegogargano1986,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hi Petronela
Yes, I would appreciate assistance
Is it possible to arrange a time for an appointment for next week?
Furthermore, I would like you to strongly consider my proposal to protect your community of players by preventing them from losing money on a scam site like Winz.io.
Thanks for your help
I await a reply
Hi diegogargano1986,
Please refer to our article on "How to submit a complaint to a Regulator." I've already provided the email address in my previous response, but if you require further details, please consult the following link.
- Is there anything else I can assist you with?
- Please inform me if you have successfully submitted the official complaint to the Regulator.
Thank you.
Dear diegogargano1986,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
