Winz Casino - 플레이어의 계정이 차단되고 상금이 압수되었습니다.

Dear CasinoGuru,

For a long, long time I tried to find a way how to beat that beast and who can solve my problem and finally I found you :)

This casino confiscated my winnings and also blocked my account. This event happened after I played a 50% bonus up to 300 euros, which I received in my mail on November 10, 2020. I played my favorite game SlotomonGo from the provider bGaming. Also, I want to emphasize that this is not my first win at this casino. Previously, I received payments from this casino in the amount of 1710.3 euros, as well as 1030.75 euros in my Ecopayz account and I also played the same games! In this case, I was lucky and finally waited for such a big win from this game, but this casino decided this time to confiscate my winnings, arguing that other players from Germany play the same way. In my opinion, this is just a reason to take away my winnings, because I am not responsible for other players from Germany, which casinos they choose and how they spend their leisure time! I always responded to the casino's inquiries on time, sent the necessary documents, but the casino decided to solve its problems so easily by removing my honestly received winnings for itself. As for me, this is unacceptable and they must return my winnings to me! If you need confirmation of my previous casino payments, I will be happy to provide them to you! I sincerely ask you to help me in this matter!

Dear Svenja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any supporting evidence, ideally along with your bonus and game history, to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Svenja, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Svenja,

I looked at your complaint as well as the forwarded e-mails and I understand the situation. I’ll contact the casino representative and see if I can help.

I would like to invite Winz Casino to participate in the resolution of this complaint.

Dear Winz Casino,

Could you please provide a detailed explanation of the reasoning behind your decision in this case? Please note that the strategy where a player places maximum allowed bets in a high volatility game and switches to a lower volatility game after a big win doesn’t give the player an unfair advantage, therefore, we don’t consider the strategy unfair. Also, please feel free to forward any relevant information to my e-mail address andrej.p@casino.guru.

Hello,

We would like to inform you that we saw this request, so we will look into the history and will revert with details shortly.

Regards,

Winz.io

Thank you, Winz Casino, for your reply. We will wait for further updates from you.

Dear Svenja,

Please be informed that we have been contacted by the casino representative and we are currently waiting for them to provide us with additional information on your case. Therefore, I’m extending the timer by 7 days.

Dear Andrej,

Thank you for keep me up to date! I am waiting for further information from you!

Dear Svenja,

Please be informed that we are still waiting for the casino to provide the additional information.

We would like to ask Winz 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 or provide the necessary information, we will close the complaint as ‘unresolved’.

Dear Svenja,

Please be informed that we are currently discussing your case with the casino representatives. I will let you know once there’s any news.

Dear Andrej,

Thank you very much to keep me up to date. I am waiting for further information from you!

Dear Svenja,

We are currently waiting for the casino representatives to provide us with additional information. Therefore, I’m setting the timer for 7 days.

Dear Svenja,

Please be informed that the casino failed to provide us with the requested information in the given time frame. Therefore, the best course of action and my recommendation for you is to submit an official complaint to the casino’s Licensing Authority.

Please let me know if you decide to do so and/or our assistance is needed.

Dear Andrej,

I am disappointed that the casino decided not to provide the "evidence" they actively raised to share with you. I would be gladly to participate in discussion with the Licensing Authority. But I would like to ask you to give the instructions how to do it correctly.

But in general, I understand the point the casino failed to provide the necessary information. It is always better not to pay rather sacrificing with their reputation even.

Dear Svenja,

Please note that the casino did share evidence on your case with us. However, as the evidence was insufficient as proof, we requested the casino to provide additional information.

Winz Casino is licensed by Curacao Antillephone N.V. You can submit an official complaint to the Licensing Authority by sending an e-mail to complaints@gaminglicences.com. Don’t forget to include your basic personal information, mention all relevant facts as well as that you have already contacted an independent negotiator, and attach all relevant evidence.

Please let me know if you need further assistance. Feel free to contact me via e-mail (andrej.p@casino.guru).

Dear Andrej,

Thank you for giving me the instructions how to open a complaint to the Licensing Authority!

I sent a message them with all the necessary information needed from me for the first stages. Let's see if the can help me to resolve such the problem!

Thank you, Svenja, for your cooperation. As you have contacted the Licensing Authority, I will now close your complaint as ‘Waiting for decision of regulator’. Please let me know once you’ve received a reply from them or if you have any questions (andrej.p@casino.guru). When the ruling of the regulator is known, we will classify the complaint accordingly.

Dear all,

We’ve reopened this complaint as per the casino's request. We were informed by the casino team that the issue had been assessed by the licensing authority, which ruled in favor of the casino.

Dear Svenja,

Could you please let us know if you've received a response to your e-mail sent to Curacao Antillephone N.V.?

Please accept our apology for the late response. Unfortunately, our colleague Andrej is unable to continue resolving this case due to an illness. Therefore, we will transfer your complaint to Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Svenja,

Could you please let us know if you've received a response to your e-mail sent to Curaçao Antillephone N.V.?

Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player has stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.