Winz Casino - Das Konto des Spielers wurde geschlossen.

Registered in Winz, attracted by the wheel with spins without wagering. Topped up with crypto 350 TRX, they gave me the wheel, spun the slots, and eventually withdrew 1000 TRX. Saw that the wheel was available for the second time, topped up 700 TRX, they gave me the wheel, spun the slots, played baccarat, and put 988 TRX on withdrawal. In the end, it didn’t withdraw for a long time, wrote in the chat, they said verification. The next day I woke up, the account was blocked due to point 10 (creating strategies for unfair winning). As I understand it, they just need to come up with some reason, since there were no strategies. As a result, the account is banned, no one withdrew 988 TRX.

Зарегестрировался в Winz, привлекли колесом со спинами без вейджера. Пополнил криптой 350 TRX, дали колесо, покрутил слоты, в итоге 1000 TRX вывел. Увидел что второй раз доступно колесо, пополнил 700 TRX, дали колесо, покрутил слоты, поиграл в бакара, поставил на вывод 988 TRX. В итоге не выводило долго, написал в чат, сказали проверка. На следующий день просыпаюсь, аккаунт заблокирован в связи с пунктом 10 (создание стратегий для нечестного выигрыша). Как я понял им просто нужно придумать какую-то причину, так как никаких стратегий небыло. В итоге аккаунт в бане, 988 TRX никто не вывел.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if this is the wheel you spun after you made both of your deposits?

Could you please describe how exactly you activated the wheel after your second deposit? Was it freely available in your profile?

Did you see any warning or notification informing you that the wheel could be used with the first deposit bonus only?

Was baccarat the only game you played after you spun the wheel for the second time?

Which prize did you win when you spun the wheel for the second time?

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

Veronika

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Yes, this is exactly the wheel that I spun when I made my first deposit.

The second wheel was freely available, but the second time the deposit amount was 2 times larger to get this wheel.

They state that the wheel can be used 3 times a week.

Baccarat was not the only game, I played about 5-6 slots besides baccarat and bought the bonus about 10-11 times

the second time I don't remember exactly, but I think it was 100 free spins

Да, это именно то колесо, которое я раскрутил при первом депозите.

Второе колесо было в свободном доступе, но на второй раз сумма депозита была в 2 раза больше, чтобы получить это колесо.

у них указано, что колесо можно использовать 3 раза в неделю.

Баккара не была единственной игрой, я играл в около 5-6 слотах помимо баккары и покупал бонус около 10-11 раз

во второй раз точно не помню, но вроде бы 100 бесплатных спинов

Do you have any more conversations with the casino regarding the closure of your account? If so, kindly forward them to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

sent

отправил

Thank you for your email. However, it seems that you have only sent me a screenshot from your Gmail account. In order to review the casino’s decision to close your account and assess the next steps in the investigation, I kindly ask you to forward the full conversation history you had with the casino. Thank you for your cooperation.

Sent

Отослал

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Bachtiar-1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winz Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winz Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Kubo . Could I ask that you contact us by email so we can resolve this complaint.

Dear Winz Casino,

I have replied to your email regarding a different complaint, but I have not yet received any information concerning this one. Please feel free to share any additional details regarding this matter directly to my email at jakub.m@casino.guru.

Thank you for your cooperation.

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.

Greetings,

We have identified a fraud group that the player in questions belongs to and we will share the proofs with CasinoGuru shortly.

Dear Winz Casino,

Thank you for providing the additional evidence regarding this case. We will review it internally as soon as possible, and I will get back to you with our conclusion.

I appreciate your cooperation.

Dear Bachtiar-1,

After a thorough review, the casino has identified multiple additional similarities, inconsistencies, and irregularities connecting your account with several others. Unfortunately, the cumulative evidence strongly indicates the operation of multiple accounts or potential collusion with other players, resulting in an unfair advantage over the casino.

In light of these findings, I regret to inform you that we are unable to support your claim, and your complaint has been deemed unjustified.

For future reference, we strongly recommend adhering strictly to the casino’s Terms and Conditions. Activities such as creating or using multiple accounts, or coordinating with other players in ways that could be perceived as unfair, may lead to severe consequences - including account suspension and forfeiture of winnings. Maintaining full compliance helps protect your account and ensures a fair, enjoyable experience for all players.

We appreciate your understanding and regret that we could not deliver a more favorable outcome on this occasion. Should you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center - we remain committed to assisting you wherever possible.

Kind regards,

Kubo