Winz Casino - Das Spielerkonto wurde geschlossen.

Hello, please help me recover my money. My first and only deposit was I think a bit more than 100usd and after playing I tried to withdraw 110+60USD in two different transaction - the 60 was due to a sports bet finishing later. I used one freebet bonus which I got after my first deposit. I also did KYC before my first deposit, because I wanted to be sure that my account will be safe. Unfortunately when I tried to log back in after initiating the withdrawal I was told that my account has been "disabled" due to me "developing unfair strategies". They cited rule 10 of their site about fraud. When I prompted the support agent for more info he told me that the decision is final and my balance will remain confiscated. I ask for the casino to return my whole winning + balance as I don't see how playing slot machines or any other original game on their site could be abused. Please note that my account has been disabled so for any proof of my gameplay, account name, number or deposits/withdrawal the casino will have to be prompted. Thank You for the help

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.

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 send me a link to the bonus you activated after you made your first deposit into this casino?
• What types of games did you play while the bonus was active?
• Kindly describe your gameplay in as much detail as possible.

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

Hello the bonus link:

https://winz.io/promotions/welcome-sports

The bonus was activated before the first deposit and for the first deposit I got a freebet.

Played on site original games like tower, dice, blackjack or slots (but i think some others just my acc was closed so I can't check and don't remember exactly)

I deposited after just but the freebet on sports and then went to play the before mentioned on site games. After playing for some time, I would guess maybe an hour, I initiated the withdrawal. Some time later - would guess maybe and hour - the sports game finished so i initiated that withdrawal as well. In the end it was 170USD pending of withdrawals. When I checked back in a couple hours later of not receiving the money the account was banned.

Thank You

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account at veronika.f@casino.guru.

Dear lolo.smill,

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.

Please request the casino to provide you with your complete gaming history in Excel format. Once you receive it, kindly forward the file to me at veronika.f@casino.guru. We need to review the document to determine whether your gameplay was in accordance with the casino’s Terms and Conditions.

Thank you very much for your understanding and cooperation.

Dear lolo.smill,

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,
Veronika
Casino.Guru