Dear Winz.io,

Casino Guru has informed me that they are still waiting for your reply regarding my outgoing case, and several days have already passed. Kindly have your representative respond to Casino Guru. Thank you

Thank you again Yahoo and everyone who helped in this thread, I really appreciate it. Also, apologies for my impatience earlier.

Finally, I have an update on the Casino Guru case: it’s now moving forward and just waiting on Winz Casino’s reply.

Still no update, and honestly I had no idea these cases could take this long. It’s pretty frustrating because when I was depositing and playing, I never imagined my funds would end up seized and my account closed. 400 XRP is still a decent amount of money.

Again, I’ve provided my full transaction history to casino guru showing my wins were completely fair and legitimate. One of my deposits did use their Wheel of Winz promo, so maybe this is where they’re getting their “unfair advantage gameplay” claim. However, that’s a standard promotional offer for free spins provided directly by the casino itself, and I’m sure many other players also deposit using this promo.

Yahoo, I was wondering if you’d be able to reach out to the owner directly and maybe have support contact me to speed this up and get it resolved. I’d really like nothing more than to hit the “resolve” button on my Casino Guru case. That would be a win-win for everyone and reflect well on Winz too.

And if you can’t reach out to the owner, I completely understand. You’ve already gone above and beyond in helping with this, and I really appreciate it. I just figured it was worth asking to see if we could move things along a little faster.

Just giving everyone an update — still waiting on Casino Guru, and I haven’t heard anything yet from Winz.

Thanks again, I really appreciate all your help. Will post any updates here

Thank you for that, I really appreciate it.

I actually just forgot to select “multi-accounting” when submitting the case. If there’s a way to dispute that on Casino Guru, I’d like to clarify that point now. I’ve already stated that I completed the full KYC process and have never engaged in multi-accounting.

Casino Guru also asked me if it’s possible someone else in my household created an account. As I mentioned to them, I live in an apartment building surrounded by many others, so while it’s technically possible, I believe it’s unlikely.

Regarding the VPN situation, yes, I did use a VPN. However, this casino specifically advertises itself as VPN-friendly and their own terms of service allow it. So that was fully within the rules. I didn’t break any terms.

I’ve also provided Casino Guru with my full deposit and withdrawal history, as well as my gameplay records, to demonstrate that everything I did was legitimate.

However, my issue goes beyond just the closure of my account. The casino not only seized my winnings, but also my deposits. As far as I know, deposits are a player’s right and should always be protected. If the casino had all this alleged “information” about multi-accounting or “unfair advantage” gameplay, then why was my account left open in the first place? Why was it only closed after I requested a withdrawal?

To be clear: I never lost these two deposits. I played with them and turned them into winnings. The fact that they were confiscated means that during the entire time my account was active, none of my funds were ever safe. That seems very suspicious. In fact, just a day or two before these deposits, I made another deposit and lost it.

From what I’ve read in their terms, Confiscating a player deposit is not permitted—their terms do not authorize the seizure of player deposits. If I’m wrong on this please cite the exact clause.

I deposited 80 XRP and 30 XRP back-to-back, for a total of 110 XRP. These deposits were confirmed on the blockchain. I gambled normally, and from these deposits, I built my balance up to around 400 XRP.


When I requested a withdrawal, around 12 hours later my account was suddenly closed and the casino seized my entire account balance, including my original deposits. While my withdrawal request was pending, I even contacted support and was told my funds were safe. Clearly, that was not the case. Just to note I deposited and withdrew from the site before with no issues



The casino’s stated reason for closure cited "multi-accounting" and "unfair advantage gaming." These accusations are baseless:

https://ibb.co/k689wcm0



I have completed their full KYC process and have only one account. I have never engaged in multi-accounting.

As for "unfair advantage gaming," the only thing I can think of is that I used their free spin offers with my deposits. However, these free spins were advertised as wager-free, meaning winnings from them should not have been restricted. I played legitimately, and all my bets can be confirmed by transaction history.


It’s also suspicious that the casino only decided to close my account after I requested a withdrawal. This means that while my account was open and active, any funds I deposited were never actually safe. That practice is completely against their own Terms of Service.



According to Section 10 (Anti-Fraud Policy) of their Terms of Service:



They reserve the right to close an account and refund/return the account balance.

Nowhere do the terms authorize confiscating a player’s deposit.

The only condition for seizing winnings is in the event of a chargeback—which never occurred.



By withholding both my deposits and winnings, the casino is in direct violation of its own Terms of Service and, I believe, Curaçao gaming regulations. Player deposits are the player’s right and should be returned if an account is closed.

I’ve also opened a case regarding this here https://casino.guru/winz-casino-player-s-account-has-been-closed-and-winnings-1