Winz.io Support and Complaints Thread

Hello everyone!

My name is Juri and I am representing Winz.io Casino, where we accept both fiat and crypto payments.
Recently we have also launched a sportsbook.

We are working with LCB since the middle of 2020 and if someone is not familiar with our key benefits then I will mention a few:
- only zero wagering bonuses and rewards here
- fast withdrawal processing and huge limits (400k eur per month)
- innovate, transparent and fair

If you need any assistance, then I will be happy to help you here, or if there is a rush then feel free to contact our live chat support.

Regards,
Winz.io Casino

Hi Juri,

Happy to have you representing your brand in our forums! Welcome! 

Welcome Juri

Welcome to the best forum Juri! Happy to have you here. 

Hi there i've recently signed up and deposited 0.007 BTC to receive the 300 free spins bonus, i used the promo code SLOTS as stated on the site and have no received any of the free spins, after i put the code in it gave me a confirmation but after the deposit was confirmed no free spins was credited to me. 

Hey iyadachmat,

The best option here is to contact our 24/7 live chat support and provide them with more information about your account, so they can check everything.

Regards,
Juri | Winz.io

Hi yes, I'm having trouble understanding what is holding up my withdrawl. I recently just won 11,000cad and I tried to withdrawl just 500 of it. Once I requested the withdrawl it got rejected, so I contacted to support and was asked for verification. I immediately uoloaded drivers license, hydro bill, void check and a self holding up my ID next to my face. Then I was told ok now try the withdrawl again. But then was told that a system routine winnings check flagged my withdrawl but that 99.999percent of it was good and solid." Everything is fine they said" but they had to contact the gaming provider "something oaks" support told me "most likely be the same day" 2 days later and still see thing "are withdrawl team is looking into it". What I don't understand is why am I aloud to still gamble with my winnings if the casino is concerned it's not a real win but im not aloud to withdrawl my winnings? That being said I have now gambled away like 7thousand of it and am still not aloud to withdrawl.?? 

Hello Catbar89,

Could you please send us your Casino Username via private message so we can get in touch with Casino Rep and inquire about this matter?

Thanks in advance.

Hello Catbar89,

We are still waiting for an answer to the question we sent you via private message, to be able to help you.

Thank you for cooperation.

We will be closing this complaint due to inactivity of the submitter.

Hey Catbar89,

Sorry for the delay in reply.

Please be informed that in case we have any notifications from our system regarding winnings check we should always follow our internal procedure and contact the game provider in order to verify the winnings. Unfortunately, this time the check has taken a bit more time than expected and this is the reason for the delay in your current situation.

Kindly accept our sincere apologies for any inconvenience this may cause you.

Regards,
Juri | Winz.io

Hello, got from wheel of winz 150 free spins in Money Train 3, there were no spins in slot, I reported this to live chat, they didn't readd me them, I always have problems with this casino, something always not working, spins are issued with 1 cent bets or some other things, I always report it and they doing nothing for days, so the only way to get my problem resolved fast is starting opening complains, what I am doing right now.
Username; Dragon21

Hi Dragon21, 

The casino rep has been notified. Keep you posted. 

Problem partially solved, 150 spins were reissued in Winz to the Moon slot instead of the original slot . Thanks

We will close this complaint and mark it as Resolved.

Hello I had an issue with this casino earlier this year around 1/26/23 and never even thought about posting in here to get assistance. So I had made a couple deposits here and then finally won like 1k so I tried to withdraw the winnings thinking there shouldn't be anything stopping a quick withdrawal as even in there terms it says verification documents aren't requested until youve withdrawn 2k. But I was then asked to provide an identification document before they would process my withdrawal. So I did as asked and sent in the only identification I had easily available at that moment which was my us state id so I sent them that since I had it right in my wallet and assumed the identification request was just to prove I was a real person with an official document from a real government and that since I had only used the site while I was residing in Germany and that I won while I was located in Germany there would be no issues especially as winz is supposed to be a crypto casino and I had made my deposits with crypto. So after they told me that was the reason they voided my winnings so I informed them that I have family in Germany and the US and that I travel between both usually two times a year so that's why i still have a current us id but that i been living primarily in Germany for almost a year and only ever played at this casino while in Germany.So they told me I needed to provide proof of residency so I did as asked and I provided them a PDF of the bill which was downloaded from my account and they replied that they needed to have a photo of the original document showing all 4 corners  cause some how the download from my account didn't suffice. So I then jumped through that hoop for them and provided what they asked for and they told me that I had to wait for management to review so I waited several days and received news that they still weren't gonna pay my winnings and when I asked what was there reasoning for not accepting the document that they had requested they wouldn't give me any detail at all just that they weren't going to pay me my rightful winnings. And on top of that they were only going to refund the one deposit that occured before the winnings they wouldn't refund my other deposits which doesn't make any sense at all because if I wasn't allowed to play at this casino and they weren't gonna honor my winnings why the hell are they able to keep all my prior deposits. It doesn't make sense that they can keep my hard earned money but won't honor my winnings how does that make any sense they can profit from me but are finding any reason they can to not pay any winnings. I was so blown away by how they treated me. I gave them all the requested information. It doesn't matter the country I was born in it matters where I am living and located when I played at this site. They have done me hella wrong I thought this was a respectable casino group I never thought they would find any reason to not pay me I provided my utility bill for my current residence and they still gave me the run around. I'm hoping that LCB can help me with this because I feel like I was robbed of a thousand dollars and have been so angry about this for the last couple months. I'm hoping winz will prove that it's actually a respectable establishment and right this issue with me. 

Hello seanze65,

Thank you for a detailed explanation regarding your concerns. We will notify Casino Rep in order to check your account and give us the proper clarification.

Keep you posted.

Dear Sean,

Thank you for contacting us regarding this matter. I would like to pay attention to our Terms and Conditions: “The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.

Users from the USA are not allowed to deposit and play real money games. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy.” Please, follow the link to check it: https://winz.io/terms-and-conditions

Just wanted to let you know that your deposit amount was successfully withdrawn to your crypto wallet without any deduсtions from our side.

We apologize for any inconvenience caused by the situation.

If you need any additional information, please, contact us via [email protected].

Regards,
Winz.io Casino

Hello, few days ago I couldn't login with my native(Belarus) IP address anymore, support said I just need to use VPN to continue playing. So I started to use vpn for play, it is fine, BUT! After this problem appeared I lost all methods to deposit in my USD wallet. I still can deposit crypto, BUT! I have full progress in one game called Wild Swarm and this progress shows only for USD wallet. And I can't deposit crypto to USD wallet anymore. I can deposit only Skrill, and as I just said after the IP login problem appeared all methods including skrill disappeared from my wallet. I tried other devices, it haven't helped

Hello Dragon21,

Could you please send us your Casino Username via private message so we can inquire about this issue with Casino Rep?

Thank you in advance.

Dear Ilya,

We apologize for the incorrect answer from our support agent regarding using VPN to access our website. According to our Terms and Conditions (C.3): “Users from Belarus are not allowed to deposit and play real money games.” Please, follow the link to find out more: https://winz.io/terms-and-conditions

Regrettably, we must proceed closure of your account in compliance with these terms.

Appreciate your understanding!

Regards,
Winz.io Casino

Okay, I understand that you closed services in my country, but now there is a problem - I have full finished progress in Wild Swarm slot on which I invested a lot money to make it on MAX level, also I already tried multiple times to open max bonus from the swarm with high bets and didn't get success, so I lost on this lost for last few months like few hundred dollars. So I am asking for compensation no lower than 50 usd because I can't finish the progress and open MAX bonus.

Dear Ilya,

We highly appreciate your loyalty and would like to provide you with the best bonus but unfortunately it isn’t possible to perform it in such case due to compliance with our Terms and Conditions as your player’s account has already been closed.

Regards,
Winz.io Casino

Hello. I am not asking for bonus, I am asking for returning part of my money that was invested for getting progress in slot. It is not the same thing. I didn't get any notices on my email that you gonna close service in my country so I didn't have opportunity to do more deposits and open max bonus in Wild Swarm, right now you closed my account and money that I wasted for progress are lost, I can't open max bonus anymore, so money wasted without any sense. In this case as you didn't warn me about closing my account, you must return me part of my funds.

Dear Ilya,

I would like to bring your attention to our Terms and Conditions (https://winz.io/terms-and-conditions) (c.1, с.2): “It is the player’s sole responsibility to inquire about the existing laws and regulations of the given jurisdiction for online gambling. The Casino reserves the right to unilaterally change these Terms and Conditions when such need occurs. We will do our best to notify our players of any significant changes by email. However, we do recommend all players to revisit this page regularly and check for possible changes.”

We are sorry you had to face with such situation, however, we are unable to facilitate any kind of return.

Hope for your understanding.

Regards,
Winz.io Casino

In my country gambling is not restricted by law. For 7 years of gamlbing I was registered and was playing in many projects and never had problems with blocking my account because it is restricted in my country to gamble, it is not. I had some problems with closing my accounts in the past few years but in all those cases I had notifications by two weeks before the due date, so I had time. In case with you, Winz, I started to play when there was no any restrictions about my country, I was playing many years without any RTP on your site, was depositing, loosing and depositing again. And now, when you decided without any notices on my email close my account (and btw when the login problem started and I went to chat to ask what's a problem, what did your agent said to me, remind me, Winz? He said that I can continue playing from VPN, so you are okay when I loosing money, but your are not okay when I am coming on LCB to complaint, now you gonna tell me that: "OH, SORRY FOR OUR AGENT, HE WAS WRONG, YOU CAN'T PLAY ACTUALLY", but the thing is he was right, you gonna close your eyes on whatever until player gonna loose money on your no RTP site, but when player comes to LCB to complain you of course gonna close my account because It can harrass your reputation. I am asking for fair return part of my funds, funny amount of 50$, and you still gonna act like an as****e? 
LCB, do you agree with Winz representative decision? 

I strongly recommend that you think carefully if you gonna ignore my ask about returning (FAIR!) part of invested funds in progress of slot which I can't finish anymore not because of my fault. For you it is just 50$, really small amount not only not only by casino standards, but also by counting how much funds I've lost in this current slot for last few months.It is just fair amount, no more, but no less! I am not asking to return all funds I lost in it to get progress, I am not asking you to return my deposits, only fair part for collecting progress which is lost because of you. 
I feel my ask MORE THAN FAIR!

If you gonna ignore me, I will be creating other complaints in all resources where I will find Winz in casino list and where I can put my review about you and complaint. And I will achieve maximum traffic reduction in your casino by doing this, so you will pay for your greed and lack of customer loyalty. I will show people that you only remember your rules when it suits you.
So think carefully If your decision is final. 

I was contacted on my email and manager decided to satisfy my request. Thank you to Winz representative for solving my case. Complaint solved.

Hello Dragon21,

We are so happy to hear that your issue has been resolved! 

We will mark this case as Resolved.

I'm not living in USA currently I live in Germany I provided the identification that I had easily available because I wasn't required to have a residence visa yet that doesn't mean that's where I'm located while playing i only ever played at your casino while in Germany so the fact you guys voided my winnings is wrong I provided you guys proof of residency in Germany and you still did not pay me my winnings. Where I play at your casino is the country of my residence I never connected or played while in the US so how are u gonna tell me I'm not allowed to play just because I'm a us citizen so your terms should state that if you were born in the US your not allowed to ever play at this casino regardless if you have moved to other part of the world like you guys just don't want to pay the 900 dollars so have chosen to treat me hella unfairly stay away from here  they are thieves that will find anything to not pay you and then when u provide the information that are asking for will tell u they deny your document and won't tell u on what basis they are denying your legit utility bill thay proves ypur residencey in germany not america you theives 

U quote that information but I'm living in Germany and played at the casino while in Germany so why do keep quoting something that your claiming because of my identification but u can have identifying documents from two country's you can life in Germany but be born in USA where I'm born doesn't make that the place I connected to your site and then proceeded to play at so explain to me why after providing documents requested I was still denied my winnings 1

Dear Sean,

We regret to inform you that the decision made in January 2023 regarding your player’s account is irreversible due to the submission of invalid documents.

However, if you are currently residing in Germany, we invite you to create a new profile, complete the verification process, and enjoy your experience on Winz.io.

Regards,
Winz.io Casino

So i take it your not gonna honor the win?? and how was my document invalid im confused how you guys came to that conclusion. I got it straight from my online statement. And if your not gonna honor the win you should at the very least have to refund all the deposits i made to your site. If it wasn't allowed to play and y'all won't honor my winnings why would you guys get to keep my deposits 

Dear Sean,

We apologize for any inconvenience caused by our Terms and Conditions, but the decision is final and undisputable regarding winnings deduction from your balance.

You made two deposits - on 9 January and on 25 January 2023.

The total amount of them was withdrawn to your crypto wallet on 31 January, 01:49:34 UTC. We can send TXID of the transaction if it is necessary.

Regards,
Winz.io Casino

Hi , my account was desactived and I don't know why. I made a 2600$ cash out but overnight when I tried to login it said that my account was desactived. 

Hello David L,

Could you please send us your Casino Username via private message so we can inquire about this matter?

Thank you in advance.

Hello David L,

Could you please send us your Casino Username via private message so we can inquire about this matter?

Thank you in advance.

Hello David L,

Please be informed that, after a thorough investigation, we have identified a breach of our P.10 Anti-Fraud Policy in accordance with the terms and conditions outlined in our website https://winz.io/terms-and-conditions. This violation involves engaging in multi-accounting, participating in collusion with other players and the use of third-party payments.

As a result of these infractions, we have taken the necessary measures to uphold the integrity of our platform and protect the interests of our community. The balance associated with your account has been confiscated, and your account has been permanently closed based on the decision of our casino administration.

We would like to remind you that such activities are strictly prohibited as per our terms and conditions, and we hold a zero-tolerance policy towards fraudulent behavior. Our commitment to maintaining a fair and secure gaming environment for all our players necessitates these actions.

Regards,
Winz.io Casino

Hello David L,

We will consider this complaint resolved as we have received proof of the casino's T&C violation. We appreciate your understanding.