The player's account got blocked for unknown reason. The complaint was resolved as the player received his remaining balance from his closed account.
Winz.io Casino - The player's account got blocked.
Amount: €3,788
Winz.io Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
I made two deposits to this casino with no bonus. The first €880 deposit was lost in live roulette while with the second €1000 deposit I managed to get €3788.10 in live roulette winnings.
So I enter a withdrawal request and not even a minute later my account is disabled.
I ask the support for an explanation who says it was a decision of the security department without giving me further details. The security department blocking the account immediately after entering a withdrawal??
I had already sent photos of the identity card and domestic user both already verified.
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10 months ago
Hello carsix79,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Did they provide any explanation of blocking your account?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Regarding the verification process, I sent the photo of the ID card, selfie with ID, the telephone number and the proof of deposit via bank statement. Nothing else was asked of me.
I have contacted support via email and chat on Saturday, Sunday and this morning and the response is still the same standard casino response. They can't tell me why my account has been disabled and are waiting for a response from the appropriate department.
I would like to reiterate the oddity that my gaming account was disabled as soon as I entered a withdrawal request for €3788.
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10 months ago
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Update: I just received an email confirming that the withdrawal will still be processed.
I then await the arrival of the funds in my bank account.
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10 months ago
Translation
You can close the claim because I received the payment for the withdrawal even though the account was blocked.
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10 months ago
Dear carsix79,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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