Winz.io Casino - Аккаунт игрока заблокирован.

Hello! I inform you that I made my first deposit of 1,304 LTC and received a welcome bonus on the first deposit without a wager of 300 spins. Then I played Life roulette and won, the balance was 1.7246. I made a withdrawal request, but the withdrawal was constantly delayed. On the 5th day I was informed that my account was blocked and the withdrawal of funds is not possible. Due to abuse of bonuses. How is that possible! Such nonsense if I played at the Winz casino for the first time. I ask for your assistance! respect to you!

Здравствуйте! Сообщаю Вам что я внесла свой первый депозит 1,304 LTC и получила приветственный бонус на первый депозит без вейджера 300 спинов. Затем я играла в Лайф рулетку и выиграла , баланс составил 1,7246. Я, сделала запрос на вывод, но вывод постоянно откладывали. На 5 день мне сообщили что мой аккаунт заблокирован и вывод средств не возможен. По причине злоупотребления бонусами . Как это возможно! Такой бред , если я играла в казино Winz впервые. Прошу Вашего содействия! с уважением к Вам! 

Hello Foxcy,

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? Did you finish the wagering requirements of the bonus before you requested a withdrawal? When was the last time you spoke to the casino and what was it about? Did you receive any money back from the casino?

Looking forward to your answer.

Regards,

Nick

Hello, yes my account was verified, on 04/25/23 it was confirmed to me. And I made a turnover of funds 1x. Required turnover for cryptocurrency. I didn't get my winnings back.

Здравствуйте, да мой аккаунт был верифицирован , 25.04.23 мне это подтвердили. И я сделала оборот средств 1х. Требуемый оборот для криптовалюты. Мне не вернули мой выигрыш.

Thank you Foxcy for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much!

Спасибо , Вам большое!

Hello, Foxcy,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winz.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winz.io Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been closed and the winnings confiscated? 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 (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, I hasten to inform you that my account is open again, but I was charged the amount of the bonus that I received without a wager. My balance is 1.3ltc and was 1.724. Again, not fair. After receiving the bonus, I played roulette, during the game I lost the bonus amount, and then won again. I am attaching screenshots.

Здравствуйте, спешу сообщить что мой аккаунт снова открыт , но с меня списали размер бонуса который я получила без вейджера. Мой баланс составляет 1.3ltc, а был 1.724. Опять не справедливость. После получения бонуса я играла в рулетку, в процессе игры я проиграла сумму бонуса , а затем снова выиграла. Скриншоты прилагаю.

Dear Foxcy,

Thank you for the additional information. However, I would like to wait for the casino's response and details.

Hey Branislav!

I have sent you more information about this case in Skype, so please check.

Regards,

Juri | Winz.io

Greetings all,

Just letting you know that there is ongoing communication outside this thread between me and the casino representative regarding the details. Therefore, now I am extending the timer and will share the news here when I have enough information and the case is reviewed sufficiently on our side.

Thank you for your patience and understanding.

Dear Foxcy,

I am extending the timer one more time. I am still in contact with the casino representative, but I am waiting for the additional details that I requested again today. I will be back once I receive enough data.

Thank you very much for your patience and understanding.

Thank you for your perseverance. With respect to you!

Спасибо, вам за настойчивость. С уважением к Вам!

Dear Foxcy,

After gathering all the necessary information and details provided, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe that we are talking about multiple accounts used by 1 person or collusion with another player during a session in a Live Casino game for the purpose of gaining an unfair advantage over the casino, and bonus abuse. Thanks to this tactic/forbidden play, the disputed winnings were collected. In this case, we accept the casino's decision to confiscate the illegitimately gained winnings.

Since you informed us that the casino restored your account, and your deposit was left in your balance, I will also update the disputed amount of the complaint (balance before winnings confiscation minus your deposit).

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Winz.io Casino team, for providing all the necessary information and for your cooperation.

Best regards,

Branislav, Casino.Guru