Winz Casino - Тегленето на играча се забавя поради съмнение за измама.

I deposited 400TRX in my account. After winning on sweet bonanza I had 550TRX which i dedcieded to withdraw. They prompted me for KYC which I filled in and requested a withdrawal. THe withdrawal was refused and I was told by support that I need to submit a photo with WINZ and some numbers writeen on it. I fulfilled that request as well and requested the withdrawal. That withdrawal was also refused and in the end was told by support that they susped fraud - I dont see how playing Sweet bonanza is fraud - and that they would only allow me to withdraw my deposited amount. *disclaimer i needed to use an austrian VPN to be able to submit this complaint. I live in Slovakia and can send documents that confirm this

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 masterson,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with the withdrawal process at the casino.

To better understand your situation, could you please clarify the following points?

• Are you currently able to log in to your account?
• Did you play using bonus money or free spins?
• Which documents were you asked to submit for KYC verification, and did you receive confirmation that these documents were accepted (apart from the verification status shown in your account)?
• Could you please provide any additional details regarding your use of VPNs and how this might relate to your account?

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

Best regards,

Petra

Dear masterson,

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,
Petra
Casino.Guru