Winz.io confiscated my deposits and winnings in violation of their own terms

[Achillies46]

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

[yahoo62278]

I notice you are not disputing multi accounting, is there a reason for that? We're you limited and decided to make a new account to circumvent those limits?

[SmartGold01]

Op where you being referred by someone close to you or a relative?
As I believe most times your IP could be compromised either from someone has previously used the casino or maybe through sharing same network could cause and stir up this connection as I know casino or gambling site do hardly tag people for multiple accounts if they don't have solid evidence, and of course there are tools being deployed by casino the detects multiple accounts and abuse of their gambling site and whenever it detects such automatically sent it back the team.

[Shishir99]

As I can see, Yahoo is already aware of your case, who happens to be the campaign manager of Winz.io, but I don't think he can do much except for asking Winz.io to review your case further. I think you already went above that by creating a complain on casino.guru. The casino is supposed to response there and submit the evidence to casino.guru team for a review.

If they cannot prove what they claim, their score will go down. I think they won't accuse you out of thin air. I assume you did something wrong. Probably, you used a VPN, or some of your family members created an account using your internet connection.

[yahoo62278]

As I can see, Yahoo is already aware of your case, who happens to be the campaign manager of Winz.io, but I don't think he can do much except for asking Winz.io to review your case further. I think you already went above that by creating a complain on casino.guru. The casino is supposed to response there and submit the evidence to casino.guru team for a review.

If they cannot prove what they claim, their score will go down. I think they won't accuse you out of thin air. I assume you did something wrong. Probably, you used a VPN, or some of your family members created an account using your internet connection.

I have not talked with the owner as I was waiting for a reply from the OP to my question. Don't wanna waste the teams time if the OP isn't going to be cooperative. Who knows, maybe he is only relying on casino guru and doesn't really plan to do anything here except share his care for awareness.

In any case, if the OP comes back and shares his answer to my questions, I have no issue contacting winz to have a look here.

[Achillies46]

I notice you are not disputing multi accounting, is there a reason for that? We're you limited and decided to make a new account to circumvent those limits?

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.

[yahoo62278]

I notice you are not disputing multi accounting, is there a reason for that? We're you limited and decided to make a new account to circumvent those limits?

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 cannot say 1 way or another what will happen but I did send the owner a message. Doesn't guarantee they'll pop in but usually they take a look as they have always cared about their reputation. Maybe you'll get some answers maybe you won't. I've done all I can, good luck!!

[Achillies46]

Thank you for that, I really appreciate it.

[yahoo62278]

Thank you for that, I really appreciate it.

I did receive a reply from the owner and he is having support take a look at this. Again, no guarantees of anything just keepin you in the loop.

[Shishir99]

Thank you for that, I really appreciate it.

I did receive a reply from the owner and he is having support take a look at this. Again, no guarantees of anything just keepin you in the loop.

I appreciate this, Yahoo, at least you did what you could do for OP while a lot of managers ignore scam accusations. I assume Winz will continue on Casino guru and provide responses and evidence if necessary. I think the casinos don't like to handle the same case on multiple platforms. So they will have to pick one and respond there. But they can post a general response here about the case for the BitcoinTalk community, so it doesn't look like they are ignoring the case here. Good luck to the OP. If he is not guilty, he should get his money back.

[Achillies46]

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

[Achillies46]

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

[Achillies46]

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.

[yahoo62278]

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.

I suppose I can ask the owner to take another look, but i cannot make them reply here. I'll send a message in a few minutes and hope you get your case solved.

[winz.io]

As the case is currently under review by the Casino Guru team, we believe it’s best to wait for their independent investigation and conclusion. We’ve already provided them with all the necessary details and evidence regarding this matter. Naturally, we cannot disclose this information publicly here, but rest assured that everything relevant has been shared with Casino Guru for their assessment.

[Achillies46]

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.

[Achillies46]

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

[winz.io]

Hey everyone,

We wanted to share a quick update about the case that’s been discussed here. An independent third-party mediation service has now completed its review and shared their final decision.

After carefully checking all the details from both sides, they concluded that the complaint was unjustified. The mediator noted several strong links between multiple accounts, suggesting either shared activity or coordination that goes against our Terms and Conditions.

We appreciate the mediator’s fair review and the community’s patience while this was being looked into. Our goal has always been to keep Winz.io a fair, transparent, and enjoyable place to play, and we’ll continue working hard to maintain that standard.

Thanks again to everyone who followed the case and gave it attention — your understanding and fairness mean a lot to us.

[leo996]

Hey everyone,

We wanted to share a quick update about the case that’s been discussed here. An independent third-party mediation service has now completed its review and shared their final decision.

After carefully checking all the details from both sides, they concluded that the complaint was unjustified. The mediator noted several strong links between multiple accounts, suggesting either shared activity or coordination that goes against our Terms and Conditions.

We appreciate the mediator’s fair review and the community’s patience while this was being looked into. Our goal has always been to keep Winz.io a fair, transparent, and enjoyable place to play, and we’ll continue working hard to maintain that standard.

Thanks again to everyone who followed the case and gave it attention — your understanding and fairness mean a lot to us.

Even if I had some bad experience with Winz, I would like to congrats you! I really like when I see some casino RP answers to accusing topics and not ignoring them as long as they use this platform to promote their casino, some casinos should take this RP as example.

[JeromeTash]

Hey everyone,

We wanted to share a quick update about the case that’s been discussed here. An independent third-party mediation service has now completed its review and shared their final decision.

After carefully checking all the details from both sides, they concluded that the complaint was unjustified. The mediator noted several strong links between multiple accounts, suggesting either shared activity or coordination that goes against our Terms and Conditions.

We appreciate the mediator’s fair review and the community’s patience while this was being looked into. Our goal has always been to keep Winz.io a fair, transparent, and enjoyable place to play, and we’ll continue working hard to maintain that standard.

Thanks again to everyone who followed the case and gave it attention — your understanding and fairness mean a lot to us.

I guess this concludes it all.

This is why those independent third-party mediation services are very important. Sometimes the people who come around this board with accusations are in most cases looking for sympathy from the forum members and hope that they can pressurize the casino to reverse their decision to protect their reputation. I am glad the casino guru noticed the multi-accounting pattens and put this case to a close.