Winz.io confiscated winnings after a sudden change in T&C. - solved

[rafanaldo7]

What happened::  Winz.io confiscated my winnings, with no warning that they were no longer accepting players from Poland (my country). Of course, when I created the account, there were no restrictions imposed on my country. Everything is described in the post with a link to Casinoguru

Scammers Profile Link: https://bitcointalk.org/index.php?action=profile;u=2721272

Reference Link:  https://casino.guru/winz-io-casino-player-s-winnings-confiscated-after
Amount Scammed:  200/300$ in ETH, DOGE, XRP
Payment Method: crypto
Proof of Payment: - https://talkimg.com/images/2023/11/22/F806z.jpeg
PM/Chat Logs: https://talkimg.com/images/2023/11/22/F8lj2.jpeg
https://talkimg.com/images/2023/11/22/FKUnP.jpeg
https://talkimg.com/images/2023/11/22/FKakq.jpeg
https://talkimg.com/images/2023/11/22/FKuuG.jpeg

Proof of sending promotional emails (last mail - 6 october) and sudden blocking of the account (ticket - 9 october):
https://talkimg.com/images/2023/11/23/Fbi9H.jpeg

Additional Notes:  I would like to mention that if you look at the last 4 disputes on Casinoguru, they are all about the same thing. Sudden confiscation of players' funds after country restrictions were introduced (2x from Poland, 2x from Germany). I think this has become a mass practice and many players from these countries have had their money stolen

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[rohang]

They seem to be active here so have you DM'd them to inform about this OP ?

if you can not DM let me know i will notify them for you

I have read your thread on casino guru, did they mention exactly when your country was banned?
They probably have the right to confiscate winnings after that date, but i do think any winnings before the ban should be paid out in full.

Not notifying you immediately or not even providing a grace period is not the way they should have gone.
are u aware of any other players from poland with the same issue?

[Mahdirakib]

@rafanaldo7, You should include the screenshot of your conversation with their email support in the main post. You may also include the deposit email notifications as "proof of payment". Winz.io sends email notifications on each deposit. Anyway, I just checked your complaint on Casino Guru. Winz.io representative has replied there yesterday. Judging from their statement, you aren't going to receive the winnings from them, no matter what step you take now. They have already refunded your deposits. Winz.io representative has mentioned this clause of their terms:

2. CHANGES TO TERMS AND CONDITIONS
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.

Have you received any email from them in the recent months about the change of their terms? Winz.io team is partially responsible for this inconvenience if they haven't notified you about this before confiscating your profits.

[robelneo]

@rafanaldo7, You should include the screenshot of your conversation with their email support in the main post. You may also include the deposit email notifications as "proof of payment". Winz.io sends email notifications on each deposit. Anyway, I just checked your complaint on Casino Guru. Winz.io representative has replied there yesterday. Judging from their statement, you aren't going to receive the winnings from them, no matter what step you take now. They have already refunded your deposits. Winz.io representative has mentioned this clause of their terms:

2. CHANGES TO TERMS AND CONDITIONS
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.

Have you received any email from them in the recent months about the change of their terms? Winz.io team is partially responsible for this inconvenience if they haven't notified you about this before confiscating your profits.

There's also a possibility that the emails landed in the spam folders, and if they do not have an internal notification about any changes on their platform then OP could possibly miss it, this is a big trap for gamblers when they are changing their TOS and they do not have an internal inbox for notifications I don't have account on Winz.io so I'd like to ask OP or anyone with an account on Winz.io does the platform have an internal inbox.

Casinos should as much as possible employ a popup message or anything that players will not miss any messages, so they can communicate important updates about their platform, anyway the Casino Guru is examining the case, and I hope CG will favor OP if Winz.io does not employ the right tools to communicate with their players on important updates.

[rafanaldo7]

They seem to be active here so have you DM'd them to inform about this OP ?

if you can not DM let me know i will notify them for you

I have read your thread on casino guru, did they mention exactly when your country was banned?
They probably have the right to confiscate winnings after that date, but i do think any winnings before the ban should be paid out in full.

Not notifying you immediately or not even providing a grace period is not the way they should have gone.
are u aware of any other players from poland with the same issue?

Hi.
I didn't inform OP's winz.io account here. If you want you can inform them. I mainly focused on casinoguru, I see that their support has already responded in there, so they are definitely notified about this matter.

I fully understand and accept that the bookmaker can change the regulations, but the player should be notified about it.

The situation becomes even more interesting that 2 days before my account was blocked, they sent me promotional e-mails to the e-mail address registered in Poland (@.pl) and it was on October 6, only when I had a very good day and made a few wins (8 October) and when I tried to log in the next day (October 9), it turned out that my account was blocked.

Recently, Duelbits has introduced restrictions and every time I log in to their website I receive a message that:
"Your region is blocked from accessing Duelbits. Some functionalities may have been limited. If you are using a VPN, please try disabling it.
Do you have any questions regarding this restriction? Contact our support."

And this is how a bookmaker who approaches the matter honestly should behave.

[rafanaldo7]

@rafanaldo7, You should include the screenshot of your conversation with their email support in the main post. You may also include the deposit email notifications as "proof of payment". Winz.io sends email notifications on each deposit. Anyway, I just checked your complaint on Casino Guru. Winz.io representative has replied there yesterday. Judging from their statement, you aren't going to receive the winnings from them, no matter what step you take now. They have already refunded your deposits. Winz.io representative has mentioned this clause of their terms:

2. CHANGES TO TERMS AND CONDITIONS
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.

Have you received any email from them in the recent months about the change of their terms? Winz.io team is partially responsible for this inconvenience if they haven't notified you about this before confiscating your profits.

Hi.
I have added screenshots, both from one of the deposits (I can add more) and the last few email.

I did not receive any e-mail with a change in conditions. I only received e-mails with promotions and incentives for further payments I described it in the post above and of course I can provide screenshots of these e-mails along with the dates.

Of course, you are right that the casino has a provision in the regulations, but does this mean that it can change the regulations at will and confiscate winnings in the name of the regulations?
Following this, today they can add another country to the banned countries and next week take away all the players  winnings for that week. Then add another country, and another, and another, and business will continue...

I just wanted to mention that the casino's behavior was unfair and I hope that casinoguru will approach the matter in this way and if this dispute is not resolved, it will lower their rating, and here I am adding this post to warn players about the fact that today or tomorrow their country may be found restriction list and they will lose their winnings.

[electronicash]

you seem to be a threat to them you only deposited less than $100 worth of ETH and you have made it to $500, that is 5x you could be draining all their funds in no time if they still allow you to play.  i'd like to copy bet.

it is unfair though that they take your winnings since you won all those before the change of terms and conditions. they have decided though, nothing else can be done but maybe the AG can do something for you.

[rafanaldo7]

@rafanaldo7, You should include the screenshot of your conversation with their email support in the main post. You may also include the deposit email notifications as "proof of payment". Winz.io sends email notifications on each deposit. Anyway, I just checked your complaint on Casino Guru. Winz.io representative has replied there yesterday. Judging from their statement, you aren't going to receive the winnings from them, no matter what step you take now. They have already refunded your deposits. Winz.io representative has mentioned this clause of their terms:

2. CHANGES TO TERMS AND CONDITIONS
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.

Have you received any email from them in the recent months about the change of their terms? Winz.io team is partially responsible for this inconvenience if they haven't notified you about this before confiscating your profits.

There's also a possibility that the emails landed in the spam folders, and if they do not have an internal notification about any changes on their platform then OP could possibly miss it, this is a big trap for gamblers when they are changing their TOS and they do not have an internal inbox for notifications I don't have account on Winz.io so I'd like to ask OP or anyone with an account on Winz.io does the platform have an internal inbox.

Casinos should as much as possible employ a popup message or anything that players will not miss any messages, so they can communicate important updates about their platform, anyway the Casino Guru is examining the case, and I hope CG will favor OP if Winz.io does not employ the right tools to communicate with their players on important updates.

I can no longer log in to winz.io, but I don't remember there being any internal mailbox there. All e-mails from them came to my main inbox.
As you say, it's a trap for players. Winz.io is quite a young casino and of course they made a mistake that they cannot now admit with honor.
I think that if they have honest intentions (and they don't for now), they will solve these issues in the future by informing the players, but why should I be the wronged now?

As I described above, Duelbits has applied this information every time I log in to my account.
I have been playing for over 10 years and whenever the bookmaker blocked my country, they notified me very carefully, there were often periods to withdraw funds, etc.
There was no communication here and the situation ended with the account being blocked.

[rafanaldo7]

you seem to be a threat to them you only deposited less than $100 worth of ETH and you have made it to $500, that is 5x you could be draining all their funds in no time if they still allow you to play.  i'd like to copy bet.

it is unfair though that they take your winnings since you won all those before the change of terms and conditions. they have decided though, nothing else can be done but maybe the AG can do something for you.

Hehehe, nice joke 
Of course, I also deposited small amounts of DOGE and XRP, but I actually won some money just before the account was blocked.

I know my case is for a small amount, but players who had $10,000 in winnings could have been treated just as well.
This post is mainly to warn players here 

[ScamViruS]

Hehehe, nice joke 
Of course, I also deposited small amounts of DOGE and XRP, but I actually won some money just before the account was blocked.

I know my case is for a small amount, but players who had $10,000 in winnings could have been treated just as well.
This post is mainly to warn players here 

It is not important to see the amount of fund you won, the main thing to see here is that they blocked your fund. Similar incidents may have happened to many other players who used to gamble at this casino from the same country as you. When a casino suddenly changes their T&C and informs their customers, it creates a problem for the gamblers of that casino. Winz.io can resolve your complaint as their representative is in this forum. I look forward to seeing how the Winz.io representative replies to you.

[acroman08]

looks like at the moment we'll just have to see what the outcome will be on casino.guru. btw, I vaguely remember that this is not the first time I've seen a casino change its ToS and a gambler gets negatively affected by it sadly I don't remember seeing the gambler being able to get their winnings out of the gambling site.

anyway, I saw that you mentioned that they sent you promotional emails days before your account got locked, would you mind sharing screenshots of those too and putting those on the original post? also, I think you should ask casino.guru if winz.io can provide evidence if they actually made an effort to send emails to their gamblers about the changes that will happen on the gambling site's ToS, you can also try and specify if they sent you email about the changes that will happen.

[logfiles]

Much as they reserve the right to change the terms of service at any time they want, then they should be able to send a notification to players through emails and pop-ups on the website. When terms and conditions change, a player has to accept the new terms and conditions, and this is done by forcing them to accept or decline before proceeding to the site. I see this so many times with different services. As far as I understand, winz.io did not do this

They should have also blocked the player from placing any bets if they were from a restricted region. Again, winz.io did not do this. So if OP continued losing until next year, they would be more than happy to see him use their platform until he suddenly wins 

This is hypocrisy at its best. All they have to do is to own up to their internal mistakes and pay up. Next time, they should Geoblock restricted Jurisdictions. What is so hard with that.

[rafanaldo7]

looks like at the moment we'll just have to see what the outcome will be on casino.guru. btw, I vaguely remember that this is not the first time I've seen a casino change its ToS and a gambler gets negatively affected by it sadly I don't remember seeing the gambler being able to get their winnings out of the gambling site.

anyway, I saw that you mentioned that they sent you promotional emails days before your account got locked, would you mind sharing screenshots of those too and putting those on the original post? also, I think you should ask casino.guru if winz.io can provide evidence if they actually made an effort to send emails to their gamblers about the changes that will happen on the gambling site's ToS, you can also try and specify if they sent you email about the changes that will happen.

Thanks for the tips. I added proof of still sending promotional emails to the main post.

[robelneo]

looks like at the moment we'll just have to see what the outcome will be on casino.guru. btw, I vaguely remember that this is not the first time I've seen a casino change its ToS and a gambler gets negatively affected by it sadly I don't remember seeing the gambler being able to get their winnings out of the gambling site.

anyway, I saw that you mentioned that they sent you promotional emails days before your account got locked, would you mind sharing screenshots of those too and putting those on the original post? also, I think you should ask casino.guru if winz.io can provide evidence if they actually made an effort to send emails to their gamblers about the changes that will happen on the gambling site's ToS, you can also try and specify if they sent you email about the changes that will happen.

That's a good point, or even someone here who is a player or even has an account on Winz.io, if they ever receive an email notifying them of the changes on their TOS, all players active or inactive should receive a notification through their emails changes in the TOS should be sent at least twice or notified their players through their social media or chat groups if they failed to provide that then they are going to lose a case.

The TOS update is very important if the casino is honest and the update is something that will have an impact on their players then by all means they should use all their channels to communicate to players that will be harmed by the changes.

[Mahdirakib]

Of course, you are right that the casino has a provision in the regulations, but does this mean that it can change the regulations at will and confiscate winnings in the name of the regulations?

No, they shouldn't confiscate your winnings as your account was created before the casino added your country in the restricted countries list. And they should block your account after refunding all your account balance. Winz.io has made another post today in your complaint at Casino Guru. They are going to refund your winnings as well. I hope you will update us here if they send your winnings to your wallet.

Considering the unique circumstances surrounding this case, we have decided to make an exception. We will refund the deducted amount of winnings to the player in full. Our aim is to demonstrate our commitment to fairness and customer satisfaction, even in cases where there might be uncertainties.

[holydarkness]

Of course, you are right that the casino has a provision in the regulations, but does this mean that it can change the regulations at will and confiscate winnings in the name of the regulations?

No, they shouldn't confiscate your winnings as your account was created before the casino added your country in the restricted countries list. And they should block your account after refunding all your account balance. Winz.io has made another post today in your complaint at Casino Guru. They are going to refund your winnings as well. I hope you will update us here if they send your winnings to your wallet.

Considering the unique circumstances surrounding this case, we have decided to make an exception. We will refund the deducted amount of winnings to the player in full. Our aim is to demonstrate our commitment to fairness and customer satisfaction, even in cases where there might be uncertainties.

Oh! This is great!

I've been reading this thread in silence, waiting for Tomas' reply on CG before deciding what to say. Earlier today, the progress on CG was still waiting for their mediator to made a response. It seems Winz made a good decision and realizing their mistake. They  also seemingly learned from this situation and will try to improve their announcements for a change in ToS. Hopefully they hear what our community suggested and made a pop-up message every time the ToS being updated, or perhaps do like what DuelBits do.


OP, if you can confirm once the rest of your deposit being available to you and withdrawn, and then lock this thread, that'll be great.


Also... just to straighten some facts, I take a look at these cases,

Additional Notes:  I would like to mention that if you look at the last 4 disputes on Casinoguru, they are all about the same thing. Sudden confiscation of players' funds after country restrictions were introduced (2x from Poland, 2x from Germany). I think this has become a mass practice and many players from these countries have had their money stolen

if I read the correct cases that you've been referring to, one player's fund from Germany was actually confiscated because he refused to do KYC, another was having his withdrawal delayed and never replied back, probably because it went through. Likewise, another one got their deposit delayed and also never replied back, probably because it got processed [for these two, what future their account will face, whether they'll be able to withdraw their full deposit or not, or will they get notified that they're now accessing from restricted territory, I think it can be a good instance to see whether Winz really do their commitment to fix their announcement system]. And the other one was actually counter-accused for colluding in sportsbet, and since CG did not do a mediation in sportsbet related cases, it was dismissed.  

[348Judah]

Somethings needed to be clarified here, you already mentioned after they made some sudden changes in their terms and conditions, why not you work by the new policies than going by what has been unacceptable anymore, if we are actually following through the updates from these gambling platforms, we may not have issues with them, for the fact that you are well aware for this change alone calls for you to also readjust to their new policies and comply completely with them, they cannot go low with their terms just to please one person when others are doing well with these same changes implemented.

[acroman08]

Considering the unique circumstances surrounding this case, we have decided to make an exception. We will refund the deducted amount of winnings to the player in full. Our aim is to demonstrate our commitment to fairness and customer satisfaction, even in cases where there might be uncertainties.

I'm glad to hear this, reading their response on casino.guru looks like they are admitting that they need to improve the way they communicate to their gamblers regarding changes that might happen on the gambling site.

@OP, holydarkness has mentioned please update us once you are able to successfully withdraw your funds from the gambling site.

Somethings needed to be clarified here, you already mentioned after they made some sudden changes in their terms and conditions, why not you work by the new policies than going by what has been unacceptable anymore, if we are actually following through the updates from these gambling platforms, we may not have issues with them, for the fact that you are well aware for this change alone calls for you to also readjust to their new policies and comply completely with them, they cannot go low with their terms just to please one person when others are doing well with these same changes implemented.

the OP didn't know that a change on ToS had occurred, he only found out once his account got blocked and the withdrawal of his winning got declined by the gambling site.

[holydarkness]

Somethings needed to be clarified here, you already mentioned after they made some sudden changes in their terms and conditions, why not you work by the new policies than going by what has been unacceptable anymore, if we are actually following through the updates from these gambling platforms, we may not have issues with them, for the fact that you are well aware for this change alone calls for you to also readjust to their new policies and comply completely with them, they cannot go low with their terms just to please one person when others are doing well with these same changes implemented.

Umm... did you read the thread or were you just reading the title and made your post? The sudden change being referred here is a georestriction.

Poland used to be allowed region, but then after OP registered, it's one of the excluded region, and thus OP's winning was [used to be] cancelled. OP was well aware of this change because his account got suspended. Amuse us and tell us how exactly could someone work by this new policies, to readjust and comply completely, instead of raising a dispute because it's not acceptable anymore?

And if you bother reading above, just two post above yours, you'll learn that the casino acknowledged this error from their side, and technically "go low with their terms" because they're kinda the "wrong" one here.

[rohang]

Wow this is certainly a great outcome for OP

Must say i am honestly surprised as i didnt expect this to be resolved so quickly and in OP's favor

Would request him to confirm and update thread title accordingly. Congrats!