WINZ.IO refusing to pay 1618 ADA($580) in winnings UNRESOLVED

[Wingax]

English isn’t my first language so forgive me. Used ChatGPT to help.

I recently signed up with Winz.io casino and wanted to verify/kyc my account immediately. The auto-verification process accepted my ID card and face scan but did not accept my bank statement. I contacted support, and they informed me that a manager would reset the system so I could reload the statement for address verification.

During this time, I asked support if I could still deposit and withdraw funds, and they confirmed that I could. I deposited 170 ADA and played, eventually winning 1618 ADA and requested a withdrawal. However, the withdrawal was never processed. Approximately six hours later, I received an email stating that my winnings were confiscated due to suspicious activity stating fraud, which makes no sense to me. I have never done this

I sent a follow-up email asking for proof of the alleged suspicious activity and reiterated that I was told by support that I could play while waiting for the verification process Winz.io never replied to the email. So I am now posting here.  Attached are screenshots of all relevant communications.

I am from Nigeria which isn’t a restricted country on their website. I also provided all documentation to show this.

https://ibb.co/sJbgCN6
https://ibb.co/HPDGt77

UPDATE

Here is the update Winz.io provided me (see attached). They’re accusing my ID of being forged, which doesn’t make any sense and isn’t what they originally claimed. They originally said “suspicious activity”. The ID card was originally accepted by their verification system, so I don’t understand how they’re now claiming it’s forged. My ID card has my NIN on it, which is the SSN for Nigeria.

I replied with a selfie holding my ID, another bank statement, and my school certificate which also has my photo. For further verification. They said they don’t accept these documents and accused me of voluntarily using a forged document for KYC so it’s my fault, which is absurd. Why would I voluntarily try to KYC with a forged document? I only KYC’d before depositing to avoid these issues. I’ve never had any issues doing KYC with my ID card at other casinos.

The ID is issued by the government of Nigeria, and I asked Winz.io to provide proof that it’s forged, but they haven’t replied. Because of this, I went to the government offices today and paid for a new ID, which I will have in 24 hours.

I don’t know what else to do at this point. I don’t have a driver’s license or passport, as passports are only needed for those who leave the country.

https://ibb.co/58TbMVD
https://ibb.co/9NW5Kcd

[Adbitco]

This is terrible to see that after making winning some casino would asked for kyc and after which they would cease your fund to further make you stress throughout and then restricts your account. I suggest you should reach them on their ANN thread maybe there might be help from their representative. I think this casino has been a long one and have been existing and I don't know why such thing could just happened like that without them allowing you to withdraw your funds.

[JeromeTash]

Without them mentioning what kind of fraud you performed them, it's hard for us to know what exactly is going on
This casino had a slightly different issue last year, but it got resolved.

Try reaching out to their representative via PM or through their ANN thread for answers. I hope they will collaborate with you and help you out find some answers. We will be following closely.

[khaled0111]

This is terrible to see that after making winning some casino would asked for kyc and after which they would cease your fund to further make you stress throughout and then restricts your account.

Things are a bit different in this case. The casino didn't ask OP to complete kyc after winning. In this case, OP wanted to verify his account even before making his first deposit, which is a wise decision.
Besides, his account wasn't banned for failing to pass kyc but because the casino "", as per their claims.

OP, you should move this topic to the scam accusation board.

[Sunderland]

I have never had any problems when making withdrawals at Winz, also I have never even been asked nor do the KYC on my own initiative.
I think the KYC is not mandatory there, and that is why their support told you that you can deposit and play even though your KYC process has not been completed yet.
OP, do you bet on sports or casinos? and do you play with raw deposit or deposit bonus?

[Wingax]

This is terrible to see that after making winning some casino would asked for kyc and after which they would cease your fund to further make you stress throughout and then restricts your account.

Things are a bit different in this case. The casino didn't ask OP to complete kyc after winning. In this case, OP wanted to verify his account even before making his first deposit, which is a wise decision.
Besides, his account wasn't banned for failing to pass kyc but because the casino "http://detected suspicious activity in his account", as per their claims.

OP, you should move this topic to the scam accusation board.

Exactly. I did the opposite of what they’re accusing me of. I did nothing wrong. I signed up and wanted to verify my account before depositing and playing. I was informed by support that I could still play, so I deposited funds. The deposit was a raw deposit, and I only played casino games: Monopoly, roulette, blackjack, and some slots.

After I requested a withdrawal four hours later, it was canceled, and I received an email stating “suspicious activity” detected and my winnings were confiscated, with no explanation given.

[Text]

That's awful won't pay your winnings, having your money tied up like that is no fun. It’s disappointing when a casino doesn’t honor winnings, especially after you’ve followed their procedures. It’s odd that they would allow you to deposit and play while still verifying your account. Hopefully, it gets their attention and they'll reconsider.

[yahoo62278]

Start off by doing what JeromeTash said to do and pm their representative on the forum. If you don't get a reply within a day or so I can pm the owner on telegram for you and see if he will take a look.

[Sandra_hakeem]

I sent a follow-up email asking for proof of the alleged suspicious activity and reiterated that I was told by support that I could play while waiting for the verification process Winz.io never replied to the email. So I am now posting here.  Attached are screenshots of all relevant communications.

I understand your frustration at this point, but you really have to be sure that you're clean of whatever accusations they came up against you with.
The accusations they've filed against is that you violated the p10 anti fraud policy, which could be anything outside their regulatory body; It could be that you participated in collusion, or maybe you accidentally created another account besides the existing one?
Lastly, have you been involved in any of these listed problems with another casino or payment provider before now?.
This is a similar case to yours

Start off by doing what JeromeTash said to do and pm their representative on the forum. If you don't get a reply within a day or so I can pm the owner on telegram for you and see if he will take a look.

They haven't really been active for days now though. I dunno, but I feel it doesn't have to get cold.

[Wingax]

I wouldn’t be making this thread otherwise. I believe I got scammed, or perhaps Winz.io made a mistake. I’m shocked that a reputable casino would do this.

In the similar case you linked, it says the player abused a limited promo. They were accused of colluding with other players. However, in my case, there was no specific reason given besides “suspicious activity,” which makes no sense.

I did not abuse any promo; it was a raw deposit on a new account. I only made the deposit because support said I could still deposit and withdraw before the verification was done. This is my only account on the site. I played slots, blackjack, and Monopoly. I’d post game history, but my account is now closed. If Winz.io can provide game history, you’ll see it was legitimate winnings.

I question whether Winz.io would have returned my deposit if I had lost it. Probably not.

I’ve taken the advice of this thread and messaged the rep here directly. I will give it 24 hours, and if there is no reply, I will open cases on AskGamblers, etc.

[Sandra_hakeem]

I wouldn’t be making this thread otherwise. I believe I got scammed, or perhaps Winz.io made a mistake. I’m shocked that a reputable casino would do this.

No. I mean, I'm not in support of what they did cause I don't even know who's at fault but, let's not call it a scam just yet... Whatever happens, you don't even need too much publicity; If they actually scammed you, then that's on their reputation in here.

I’ve taken the advice of this thread and messaged the rep here directly. I will give it 24 hours, and if there is no reply, I will open cases on AskGamblers, etc.

Let's wait 48 hours minimum... The reason is because they're not really active in here like before and, if at all you need a response, you'd have to exercise patience. Also, update this thread with whatever feedback you get ^{[I really need to see where this is going]}

[Mahdirakib]

I question whether Winz.io would have returned my deposit if I had lost it. Probably not.

No casino will refund the deposit if you lose it. The email support has said that their decision was based on the clause 10 which is about anti-fraud policy. Their anti-fraud policy says this

The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

• participating in any type of collusion with other players
• development of strategies aimed at gaining of unfair winnings
• fraudulent actions against other online casinos or payment providers
• chargeback transactions with a credit card or denial of some payments made
• creating two or more accounts
• other types of cheating
or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions.

So, they may not tell you the reasons of closing your account. I'm not surprised by their decisions. There is always lack of transparency on Winz.io decision making system. In the past, they were forcing users to complete the KYC verification without any proven reason. The best thing would be to submit a complaint on Askgamblers, otherwise try to reach their license authority.

[winz.io]

English isn’t my first language so forgive me. Used ChatGPT to help.

I recently signed up with Winz.io casino and wanted to verify/kyc my account immediately. The auto-verification process accepted my ID card and face scan but did not accept my bank statement. I contacted support, and they informed me that a manager would reset the system so I could reload the statement for address verification.

During this time, I asked support if I could still deposit and withdraw funds, and they confirmed that I could. I deposited 170 ADA and played, eventually winning 1618 ADA and requested a withdrawal. However, the withdrawal was never processed. Approximately six hours later, I received an email stating that my winnings were confiscated due to suspicious activity stating fraud, which makes no sense to me. I have never done this

I sent a follow-up email asking for proof of the alleged suspicious activity and reiterated that I was told by support that I could play while waiting for the verification process Winz.io never replied to the email. So I am now posting here.  Attached are screenshots of all relevant communications.

I am from Nigeria which isn’t a restricted country on their website. I also provided all documentation to show this.

https://ibb.co/sJbgCN6
https://ibb.co/HPDGt77

Hello,

Our support team has sent you an email explaining the situation regarding your account. It appears there was an issue with one of the documents you provided.

Please review the instructions in the email and resend the required documents. This will allow our support team to conduct another review of your account.

Thank you for your understanding and cooperation.

[holydarkness]

Hello,

Our support team has sent you an email explaining the situation regarding your account. It appears there was an issue with one of the documents you provided.

Please review the instructions in the email and resend the required documents. This will allow our support team to conduct another review of your account.

Thank you for your understanding and cooperation.

Umm... correct me if I'm wrong, but the situation here was that you can't verify the authenticity of one of OP's documents [I'll strongly assume it's the bank statement], and you immediately lock his account under the accusation of suspicious activity instead of allowing him to re-upload the document? Though your team has assured OP that they'll re-enable the process?


OP, I didn't mean to be nosy, but do you mind to share the email here, for the sole purpose of transparency and a better understanding of the situation?

[Sandra_hakeem]

Umm... correct me if I'm wrong, but the situation here was that you can't verify the authenticity of one of OP's documents [I'll strongly assume it's the bank statement], and you immediately lock his account under the accusation of suspicious activity instead of allowing him to re-upload the document? Though your team has assured OP that they'll re-enable the process?

It doesn't have a thing to do with the violation of the anti-fraud policies ... For a fact, KYC verifications normally requires a little time for the casinos to conduct a review before responding with an email in affirmation or something... So maybe they thought he uploaded fake documents? I'm just trying to understand the whole situation.

Our support team has sent you an email explaining the situation regarding your account. It appears there was an issue with one of the documents you provided.

let's assume the wallet wasn't already funded, would your team perform the same level of scrutiny? The accusations doesn't even match your response in any case.

[Wingax]

Here is the update Winz.io provided me (see attached). They’re accusing my ID of being forged, which doesn’t make any sense and isn’t what they originally claimed. They originally said “suspicious activity”. The ID card was originally accepted by their verification system which detects fraud. So I don’t understand how they’re now claiming it’s forged. My ID card also has my NIN on it, which is the SSN for Nigeria.

I replied with a selfie holding my ID, another bank statement, and my school certificate which also has my photo. For further verification. They said they don’t accept these documents and accused me of voluntarily using a forged document for KYC so it’s my fault, which is absurd. Why would I voluntarily try to KYC with a forged document? I only KYC’d before depositing to avoid these issues. I’ve never had any issues doing KYC with my ID card at other casinos.

The ID is issued by the government of Nigeria, and I asked Winz.io to provide proof that it’s forged, but they haven’t replied. Because of this, I went to the government offices today and paid for a new ID, which I will have in 24 hours.

I don’t know what else to do at this point. I don’t have a passport, as passports are only needed for those who leave the country.

https://ibb.co/58TbMVD
https://ibb.co/9NW5Kcd

[Wingax]

The ID card I used is my Nigerian NIN identity card which is government issued, which I’ve used to verify at Stake and Roobet before without any issues. It also verified fine through Winz.io's automated system.

[holydarkness]

I would suggest you to not make the withdrawal for the time being. Not sure if this what would happen as the "clause" on their email didn't state this, but most likely than not on many past cases, requesting for initial deposit withdrawal will be perceived that you'll settle for the fund and accepted that the rest of the accumulated bonus to be voided. I'd suggest you to attempt to clear your status first, while at the same time also not touching any of the balance on your account. Be it for withdrawal or to bet.

Moving to your documents, I happened to have a privilege of being brushed with how govt. issued ID works on Nigeria from past case ^{[which reminds me... I need to ask for an update for that one]}, but correct me if I am nonetheless wrong:

Nigerian govt. provides two forms of acceptable documents, NIN and NIN slip card [which basically act as a proxy to the card]. Both documents coexist and valid as a govt. issued documents, but they have a slight different format,



Did you perhaps uploaded your NIN Slip to Winz when they require the other NIN card [the govt. card]? Perhaps you should upload both of the ID if that's possible, so they can cross-check everything themselves. And if that's not possible, ask them to specify which card they require you to use for verification purpose, and stick with it.

[Wingax]

I would suggest you to not make the withdrawal for the time being. Not sure if this what would happen as the "clause" on their email didn't state this, but most likely than not on many past cases, requesting for initial deposit withdrawal will be perceived that you'll settle for the fund and accepted that the rest of the accumulated bonus to be voided. I'd suggest you to attempt to clear your status first, while at the same time also not touching any of the balance on your account. Be it for withdrawal or to bet.

Moving to your documents, I happened to have a privilege of being brushed with how govt. issued ID works on Nigeria from past case ^{[which reminds me... I need to ask for an update for that one]}, but correct me if I am nonetheless wrong:

Nigerian govt. provides two forms of acceptable documents, NIN and NIN slip card [which basically act as a proxy to the card]. Both documents coexist and valid as a govt. issued documents, but they have a slight different format,

https://www.talkimg.com/images/2024/02/26/YWFxz.jpeg https://talkimg.com/images/2024/07/08/ojUX8.jpeg

Did you perhaps uploaded your NIN Slip to Winz when they require the other NIN card [the govt. card]? Perhaps you should upload both of the ID if that's possible, so they can cross-check everything themselves. And if that's not possible, ask them to specify which card they require you to use for verification purpose, and stick with it.

You got this wrong. Please reread my post and review the pictures. They closed my account and confiscated my funds without informing me to re-upload my ID. Initially, they cited “suspicious activity,” and never even gave the chance to reupload any documents, but after I started this thread and contacted their representative, they changed the reasoning to needing a re-upload of my ID.

Originally I had no issues verifying my ID through their automated system; the problem was with the bank statement/address verification.

Regarding Nigerian forms of indentification, it used to be different, but now everyone has the NIN slip card, which serves both purposes. I uploaded my NIN slip card, and Winz didn’t specify any specific forms of identification besides drivers license or passport. Honestly, I don’t think they even know the Nigerian forms of ID, as they’re saying my document is fraudulent when it is not.

I’ve ordered a brand new card today, which I will receive tomorrow, and I will re-upload it then. This case has been handled poorly by both winz.io and their rep. I don’t need to say anything else, people can see everything posted here and make their own conclusions about the casino

[Wingax]

https://ibb.co/9NW5Kcd

This is there new reason for confiscation and closing the account which simply isn’t true. I did not upload any fraudulent documents. They're claiming my ID card is fraudulent. Funny how their automated kyc system never suspected fraud on my ID which I assume they have in place for fraud detection, but their manual human review says fraud 😂. It’s my legitimate government issued NIN card how can it be fraud? Please provide proof. Do I have permission to upload the documents I’ve sent winz.io to a mod here for more transparency or to verify?? Or I could upload the ID card but block out my name, NIN and dob if that helps