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

[holydarkness]

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

Actually, I initially thought that the problem was with your banking document, it was after reading your pictures that I have to revise my theory, that the one they found to be suspicious was your ID, as they're talking about non-original layout and QR code [that, IIRC, once scanned with QR reader, will give us basically a text format of the content of the ID]

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

You can do that if you want to, but that won't be much help. Mods don't meddle with scam accusations, thus they won't likely verify and vouch for you. Uploading them here would also be not quite helpful.

The best course to do right now without having to have further headache or a risk of privacy being compromised from your side is perhaps to do like what I asked --which actually the point and which you seemingly misunderstood-- on above post, to upload both ID if they allow it, or to ask them to clarify which ID do they require as it's the one that have "the right layout".

Rest assured that we're following this thread closely.

[tortic25]

From reading this thread it seems like this could have been what has happened.

First, id like to point out, from my own experiences, online casinos tend to do this often. If you verify the account before winning, the process is easy. if your account won a nice amount, it becomes the most complicated process in the world. And it's obvious why it's done this way, esp since a lot of sites will allow you to bet your funds while they stall the process. i don't think there's anything too bad about this.

My advice would be to do the kyc before depositing, or to not do it at all, it seems like you did the worst possible thing to get flagged.


Anyway, this is what it seems like happened from what i've read.

"Funny how their automated kyc system never suspected fraud on my ID which I assume they have in place for fraud detection"
It didn't suspect it, but with the error it triggered it for manual inspection.

It seems the slips are newer and less common than the cards, and the cards are generally accepted as the official document. So i think that could be the confusion. esp since it seems the slips are more convenient and easier to obtain since you had that and not the card... it's probably low quality print on paper. Like you said, the system wouldn't have detected this, but the person doing it manually probably isn't from your country, handles documents from a lot of different countries based off of references for "official" formats.  Imagine this scenario, i'm of legal age, i use my library card "alternative" form of id, to buy beer. the cashier "would" have let me buy it, but i announced they were accepting these as proof (the way you initiated the kyc) so now the cashier has legal liabilities, if he accepts the poorly made library card which can be easily faked, he's responsible. if the 3rd party automated system accepted it, they would be. If they accepted the official document while following the guidelines, these people are trained spot, then they wouldn't be.  Even if it's generally accepted as an official id in Nigeria, i can understand where they're coming from with the liabilities.

I doubt the department that handles it is aware about slips/cards
And i don't think a selfie with the slip would make a difference. and it really is a "security issue" for them to explain or prove "why" they think it's forged... which also prevents them from defending against the allegations at the same time, but i think it's also the cause for confusion.  Mixed reasons (suspicious activity is an umbrella term for forged) but again, i can see the confusion, then offering to refund the initial deposit, I do think the customer service could have done a better job explaining the steps to get what ever needed that would be acceptable identification, even if they're not from that country.  It seems they were quick to close the account and offer a refund instead of trying to resolve it. i would immediately think scam too. if anything they should have disabled withdrawals and requested more documents.



I feel pretty certain that they will approve it when you get the "card", their reputation is worth more than $580, and i also think you should have waited and submitted the card before creating an accusation thread.

[Wingax]

I also think you should have waited and submitted the card before creating an accusation thread.

Please keep in mind, I made a raw crypto deposit, and my winnings were confiscated without any real reason given. All my follow-up emails asking why or how were ignored, and I wasn’t given the opportunity to upload documents again initially. That said, I do believe you’re right with your theory. These NIN cards are a newer form of identification here in Nigeria the older cards are now outdated, and their management might just be unaware of it. Here is a picture of my stake account being verified with the exact same document, so I had no reason to believe I wouldn’t be able to KYC my account. To be honest, I’ve never run into this issue before. I do have a new NIN card coming today, and it should be crystal clear. I hope it works and they accept it.

https://ibb.co/dKSRRLw

[memehunter]

The information currently available suggests that OP has acted appropriately. His willingness to submit documents for third-party verification further demonstrates his credibility.
Even if WINZ.IO allows OP to withdraw his rightful winnings, the compensation for the mental strain and effort taken to bring this issue to light remains unresolved.
I strongly recommend that OP seek compensation if the casino is found to be at fault.

[holydarkness]

The information currently available suggests that OP has acted appropriately. His willingness to submit documents for third-party verification further demonstrates his credibility.
Even if WINZ.IO allows OP to withdraw his rightful winnings, the compensation for the mental strain and effort taken to bring this issue to light remains unresolved.
I strongly recommend that OP seek compensation if the casino is found to be at fault.

When a compensation is added to the amount being payable to a player, it's usually from the casino's initiative, a gesture of their good will. Previous cases [and it happened on several occasions] where players requested for it themselves, it's unfortunately casted a negative impression on the player.

I'll say, let's just focus on having the entire amount dued to Wingax first, and if the casino added some bonus, be it in form of free spin or credits with no wager requirements, then it'll be nice. But if they don't add any extra, it'll be better to leave it that way.

[memehunter]

When a compensation is added to the amount being payable to a player, it's usually from the casino's initiative, a gesture of their good will. Previous cases [and it happened on several occasions] where players requested for it themselves, it's unfortunately casted a negative impression on the player.

I'll say, let's just focus on having the entire amount dued to Wingax first, and if the casino added some bonus, be it in form of free spin or credits with no wager requirements, then it'll be nice. But if they don't add any extra, it'll be better to leave it that way.

Players are not at the casino's sole discretion. Both players and casinos have established rights, and a balance needs to be struck between them. In this instance, the original poster (OP) has endured mental and physical hardship (having to obtain a new ID from a government office). This should not be disregarded. A less defensive approach is warranted. Players deserve respect and should be treated accordingly.

[holydarkness]

When a compensation is added to the amount being payable to a player, it's usually from the casino's initiative, a gesture of their good will. Previous cases [and it happened on several occasions] where players requested for it themselves, it's unfortunately casted a negative impression on the player.

I'll say, let's just focus on having the entire amount dued to Wingax first, and if the casino added some bonus, be it in form of free spin or credits with no wager requirements, then it'll be nice. But if they don't add any extra, it'll be better to leave it that way.

Players are not at the casino's sole discretion. Both players and casinos have established rights, and a balance needs to be struck between them. In this instance, the original poster (OP) has endured mental and physical hardship (having to obtain a new ID from a government office). This should not be disregarded. A less defensive approach is warranted. Players deserve respect and should be treated accordingly.

To be sure I understand you correctly as well as predicting in what direction this thread goes suppose OP listened to the advise, what exactly do you suggest to be OP's course of action suppose OP manages to clear his KYC issue, the casino releases his entire fund, but they don't add anything extra to compensate his lost time and the hardship? Should the thread not be marked as resolved because OP only gets his fund but not with some kind of compensation, thus it's still unresolved?

[memehunter]

To be sure I understand you correctly as well as predicting in what direction this thread goes suppose OP listened to the advise, what exactly do you suggest to be OP's course of action suppose OP manages to clear his KYC issue, the casino releases his entire fund, but they don't add anything extra to compensate his lost time and the hardship? Should the thread not be marked as resolved because OP only gets his fund but not with some kind of compensation, thus it's still unresolved?

If suitable compensation is not offered, I will be compelled to leave negative feedback.

In your opinion, is compensation not warranted in this situation? Should we simply hope for fair payouts and refrain from criticism for fear of retaliation? I believe it's time to establish a precedent for fair treatment.

[holydarkness]

To be sure I understand you correctly as well as predicting in what direction this thread goes suppose OP listened to the advise, what exactly do you suggest to be OP's course of action suppose OP manages to clear his KYC issue, the casino releases his entire fund, but they don't add anything extra to compensate his lost time and the hardship? Should the thread not be marked as resolved because OP only gets his fund but not with some kind of compensation, thus it's still unresolved?

If suitable compensation is not offered, I will be compelled to leave negative feedback.

In your opinion, is compensation not warranted in this situation? Should we simply hope for fair payouts and refrain from criticism for fear of retaliation? I believe it's time to establish a precedent for fair treatment.

IMO, compensation [in any form] would be nice, but it should not be a mandatory thing. If the casino provides it [and many did, voluntarily] that's good. If they didn't, then it shouldn't be a big matter worth prolonging an otherwise worth-resolved case.

It won't be fair to held the case as unresolved [not to mention leaving them a negative tag] although they've returned the player's rights and complete their obligation, will it?

Perhaps my opinion is clouded by the previous demand of compensation that I've witnessed on past cases, and the fear that --upon being encouraged-- the OP will replicate the same demands, about how greedy the demands could be. But I doubt it is. Even without those past cases on my mind, I think I'll still think that a case should be marked as resolved when both party prove and satisfied with each of their side, and fulfilled their obligation. Compensation is just a bonus.

If you deemed that a suitable compensation is needed and if not offered it will warrant the casino a negative feedback, then I can assure you that it's completely your right to implement the decision. That's how this forum and its decentralized nature intended to work: no one can dictate what you may or may not do. That's how the trust system intended to be: anyone can leave feedback.

An honestly friendly warning, though, just remember that it's your business card.

[Wingax]

I have just completed the reprint of my ID at the NIMC and sent it over. This reprint is clear and if they need further verification they can request my data from Nigeria
identity management commission.

I am now waiting for a response. This process has been very stressful and inconvenient. The office for the reprint is far from where I live, and I had to pay for the reprint. I am not concerned about compensation; I just want my winnings, as it is a significant amount of money here in Nigeria.

[Wingax]

Dear Azolike,

After a thorough investigation, our verification team has determined that the new ID card you submitted is a forged document. The fonts and QR code do not match legitimate standards, and the document is a reworked version of a previously rejected document.

As previously stated, your account is permanently closed due to a violation of Section P.10 of our Anti-Fraud Policy, as outlined in our terms and conditions available at https://winz.io/terms-and-conditions. This is a clear breach of our policies.

As an exception, we have returned your deposit, but all winnings have been confiscated. This decision is final and non-negotiable.

Any further attempts to contact us regarding this matter will not change the outcome.

Best wishes,
Winz.io Team


Their response. I’d advise their representative to contact support and tell them to confirm the document with the Nigerian Indentity management commission. As they clear don’t know how Nigeria works. You go to the government offices and have the card printed.

I really do not know what to do at this point seems my only option is getting my passport which is gonna cost me $100 to get and take sometime for me to get. Changing title to unresolved, maybe their rep can manually resolve this

https://ibb.co/dg8LDhr

[Wingax]

For there rep. Please have your team verify the documents with Nigerian indentity commission, you can contact them here https://nimc.gov.ng/contact/

It seems I think your team is just unfamiliar with Nigeria or how it works

[memehunter]

The casino's handling of this situation appears overly rigid and potentially uninformed about Nigerian identification processes. Their quick dismissal of the submitted ID and refusal to engage in further dialogue demonstrates a lack of cultural understanding and customer service.
By not allowing for additional verification methods or contacting Nigerian authorities directly, they're potentially alienating legitimate players.
This policy seems to unfairly penalize customers from countries with different documentation standards. The casino should consider implementing more flexible verification procedures that account for international variations in ID issuance, rather than applying a one-size-fits-all approach that may incorrectly flag genuine documents as fraudulent. Their current stance risks losing honest players and damaging their reputation in emerging markets.