Wino Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

I am submitting a formal complaint against Wino Casino

I deposited funds into my player account, played legitimately, and won a significant amount. After requesting a withdrawal, my account was suddenly banned/closed without explanation, and I have not received my winnings

The casino refuses to process my payout or provide a valid reason for the account closure. I believe this is a deliberate withholding of player funds.

Please investigate Wino Casino’s licensing and payout practices.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear PFK1970,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear PFK1970,

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.

Hello Katarina and thank for help.

1. I played only slots on minimum bets

2. Yes. KYC was finished succesfully

3. Both, with bonus and without

I need to say that i am not gambler and i play for fun and fun only and i bet on really small amounts , but also winnings are welcome. What i need is only fairness for me and for all people who are faceing same problems.

Thank you

Dear PFK1970,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear PFK1970,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru