Winz Casino - Гравець досі не отримав свій виграш

I request to withdraw 0.0025 bitcoin on 22 Mar 2025, it is not processed until today and I can not play any slots game on their website.

Error: Winz.io refused the connection.

If I ask the online support, they said they are investigate the case.

I have the problem, I solved it throught the KYC process after 5 days.

My account is fully verified. Have not claim any bonus.

Dear Tivolivantia,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They blocked my account now, it's not about my 20 000 Rub, they took my other 0.021 BTC in the balance, please process it now

Your account was closed by our security department due to the opposite betting factor. Unfortunately, the decision is final, and your account cannot be reopened.

When I ask about where I used opposite betting? The live support closed the chat

"I cannot give you the details; the decision is final, and nothing can be done."

What a shame excuse!

My account is: ********@gmail.com

Dear Tivolivantia,

Can you please advise what kind of games have you been playing - casino or sports betting?

Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello, I played sports betting before my limitations.

Now casino games like blackjack.

I contact them via live chat, the record is no longer available. But I copy paste their reply here

Your account was closed by our security department due to the opposite betting factor. Unfortunately, the decision is final, and your account cannot be reopened.

Thank you Tivolivantia for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They closed my account, and don't even want to give me my money back. I would like to ask winz casino, how can I play opposite betting in blackjack?

Conversation with Winz

Started on April 3, 2025 at 05:13 AM America/Los_Angeles time PDT (GMT-0700)

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05:13 AM | tivoliv***a@gmail.com: why is my account blocked

05:13 AM | Fin: Give the team a way to reach you:

05:13 AM | Arthur from Winz: Let me see why your account was blocked.

05:14 AM | tivoliva***a@gmail.com: Tivol***@gmail.com

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05:15 AM | tivol***@gmail.com: my account

05:16 AM | Arthur from Winz: Your account has been disabled due to the breach of our terms and conditions (https://winz.io/terms-and-conditions). In such case, it cannot be reopened. A letter with further details has been sent to your email by our team this Monday.

05:18 AM | tivol***@gmail.com: send me here again. The previous support told me something about opposite betting

05:18 AM | tivo***@gmail.com: which rule of your terms and conditions?

05:21 AM | tivol****@gmail.com: ?

05:23 AM | Arthur from Winz: You may find that at paragraph 10. ANTI-FRAUD POLICY. This decision is final and binding.

05:27 AM | tivoli****@gmail.com: which rule excactly?

05:31 AM | Arthur from Winz: The opposite betting in your case is considered a fraud.

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Exported from Winz on April 3, 2025 at 05:34 AM America/Los_Angeles time PDT (GMT-0700)