Winz.io confiscated my deposits and my wins

[richie03]

Issue with Winz.io – Account Closure and Confiscation of €5,000 Balance

Hey

I saw some other posts with similar issues, I’m looking for some advice regarding an issue I’m currently having with Winz.io.

I created an account and made several deposits totaling around €900. After playing, I eventually won €5,000, which I then tried to withdraw.

My first withdrawal attempt failed due to a system error related to my address not being recognized. I was told that other players had experienced the same issue as well. The problem was eventually fixed after approximately four hours, so I submitted another withdrawal request.

However, this withdrawal was then cancelled, and I received an email stating that I allegedly had two accounts, which would violate the casino’s Terms and Conditions.

I contacted support immediately to clarify the situation. After discussing it with them, I was told that this was no longer an issue and that it had apparently been a misunderstanding. I genuinely do not remember creating or owning a second account.

What makes the situation even more confusing is that I was using the account I originally created, and I had already completed the required identity verification (KYC) on that account. During this process, I was never informed that my personal details were supposedly already associated with another account.

After speaking with support, I was explicitly assured that I could proceed with the withdrawal.

I then submitted a third withdrawal request. I did not receive the account-closure email immediately after this withdrawal attempt. Instead, I only received it the following day, after I had spent the night waiting for the withdrawal to be processed.

The email stated that my account had been closed under their Anti-Fraud Policy and that my entire remaining balance had been confiscated.

I contacted support again to try to understand what had happened, but I was repeatedly told that the decision was final and binding. No meaningful explanation or evidence was provided to me.

I want to make it clear that I have not committed any fraud or attempted to abuse the casino in any way. I deposited my own money, took the risk of losing it, and then happened to win. I have no reason to create multiple accounts or manipulate the system.

One possible factor may be that I was not playing from my home network but from a public network. I don’t know whether this could somehow have caused their system to associate my account with another user, but I genuinely have no knowledge of any second account.

What I find particularly frustrating is that I was initially told that the alleged multiple-account issue had been resolved and that I was allowed to withdraw. Only after submitting the withdrawal for the third time, and after waiting overnight, was I informed the next day that my account had been closed and my winnings confiscated.

I would really appreciate any advice from people who have experienced something similar or know how I can proceed in this situation.

Has anyone dealt with Winz.io regarding an alleged duplicate account or an Anti-Fraud Policy confiscation? Is there a way to formally appeal the decision or escalate the case to an independent dispute-resolution service or regulator?

Any help or advice would be greatly appreciated.

Thank you.

[Cointxz]

You should provide screenshot of the conversation with the support showing an assurance that you can withdraw by uploading the image on talkimg.com then post the bbcode here.


Use this format:

Code:

[b][color=black]What happened:: [/color][/b]

[b][color=black]Scammers Profile Link: [/color][/b]

[b][color=black]Reference Link: [/color][/b]
[b][color=black]Amount Scammed: [/color][/b]
[b][color=black]Payment Method: [/color][/b]
[b][color=black]Proof of Payment: [/color][/b]
[b][color=black]PM/Chat Logs: [/color][/b]
[b][color=black]Additional Notes: [/color][/b]

Just a friendly advice since your case will be your word against their word situation. I suggest to file a dispute too on Askgamblers, Casinoguru and https://contesthunters.com/disputes since you need a trusted mediator to look on the casino evidence.

Edit: @acroman08 definitely I’m pertaining to that website, Got some messed up. Can you please edit the quoted post of mine to avoid user confusion. Thanks.

[acroman08]

Just a friendly advice since your case will be your word against their word situation. I suggest to file a dispute too on Askgamblers, Casinoguru and Coinhunters since you need a trusted mediator to look on the casino evidence.

Did you mean to say "contesthunters"? Anyway, if OP is going to post on those mediator websites, I'd suggest he post on askgamblers/casino.guru or just contesthunters alone(I'm assuming you meant contesthunters.com), because as far as I know, holydarkness doesn't accept complaints if the gambler has already posted the complaint on other mediator websites.

@OP I suggest following what Cointxz suggested about posting your evidence to support your claims. Also, their forum representative went online today(about an hour ago), I'll try to send them a PM regarding this thread, maybe they can shed more light on your case, but just to be clear, there is no guarantee that they'll respond on this thread.

[richie03]

https://talkimg.com/images/2026/09/23/U0Z2Ua.png
https://talkimg.com/images/2026/09/23/U0S0E9.png
https://talkimg.com/images/2026/09/23/U0Sl5N.png
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https://talkimg.com/images/2026/09/23/U0ZURo.png
https://talkimg.com/images/2026/09/23/U0ZXWl.png
https://talkimg.com/images/2026/09/23/U0ZuQ1.png
https://talkimg.com/images/2026/09/23/U0Zwfm.png
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https://talkimg.com/images/2026/09/23/U0ZA8W.png

Translation

English Transcript

Screenshot 1

Winz Support Bot:
“Another question – speak to an agent”

Winz Support Bot:
“We’ll connect you with one of our employees who will help you 🏄. In the meantime, please enter your question. Thank you very much!”

Jonathan joined the conversation.

Jonathan:
“Hello and thank you for contacting us! 👋 How can I help you?”

You:
“Hello,

I have the problem that I’m being told that I have a second account linked to my IP, even though I’m using this website for the first time. I would really like to receive the money I won. Can we find a way that you believe me and I can get my money?

Kind regards”

⸻

Screenshot 2

Winz Support Bot:
“Please note that our system has detected that you have a duplicate account in our casino. According to our policies, it is prohibited to have two or more accounts, and you may only have one account per person/account, family, household, address, email address, IP addresses and environments in which computers are shared (university, student association, school, public library, workplace, etc.).

We kindly ask you to clarify the situation in response to this chat.

What is your relationship to this account?
[redacted email address]”

You:
“The problem is that I’m not even at home and I have mobile data turned on, so I couldn’t possibly have logged in for the second time using this IP.”

You:
“I have no connection to this email.”

Winz Support Bot:
“Thank you for the clarification. You can request a withdrawal, and if verification is required, it will be requested by email.

Is there anything else I can help you with?”

Winz Support Bot:
“Due to inactivity, I will close this chat. Please don’t hesitate to contact us if you have any further questions! I wish you a nice day. Goodbye for now!”

⸻

Screenshot 3

Winz Support Bot:
“Hello! Thank you for contacting us. How can I help you today?”

You:
“Hey, I just wanted to ask how long a payout takes. Is it faster if I split a larger amount into smaller amounts?”

Winz Support Bot:
“Thank you for your patience. Your withdrawal is currently still under review. You don’t need to worry.”

Winz Support Bot:
“Can I continue to assist you?”

You:
“Thank you.”

Winz Support Bot:
“Thank you for contacting us! I wish you a nice day. If you have any further questions, please feel free to contact us again.”

Karla • 19 h

⸻

Screenshot 4

You:
“Hello, the same problem has occurred again with my withdrawal. I had already resolved the problem here in support. I have already deposited €900. I would like to receive my money as promised.

I was told there would be no more problems.”

Margo joined the conversation.

Margo:
“Hello. Thank you very much for contacting us. Please give me some time to check the details. Thank you in advance for your patience.”

You:
“Thank you.”

Margo:
“Your account has to be verified due to the requirements of our licensing authority in order to process your final withdrawal. To verify your account, please send us the following documents:”

⸻

Screenshot 5

Margo:
“Your account has to be verified due to the requirements of our licensing authority in order to process your final withdrawal.

To verify your account, please send us the following documents:
   1.   Proof of identity: Passport, driver’s license, or an official government-issued ID card.
   2.   Selfie: Hold your ID or passport up.
   3.   Valid proof of address: The document must contain one of the following and must not be older than 3 months:
   •   Utility bill
   •   Bank/credit card statement
   •   Tax assessment notice or a government-issued registration/address confirmation.

These measures are necessary to ensure the safety of our players and to protect gaming providers against potential money-laundering activities.

To upload your proof of identity, a selfie and proof of address, you can use the following link:
[Winz verification link]”

You:
“Would a bill that shows my address work?”

Winz Support:
“Please use only one of the documents listed.”

You:
“Would a bank statement also work? The salary payment goes into my account.”

Winz Support:
“Yes, that could work.”

You:
“Alright, thank you for your time.”

⸻

Screenshot 6

You:
“Is the problem with the other account now completely resolved?

Or will I have problems with my money again afterwards?”

Winz Support:
“Yes, regarding that matter everything has been clarified. Thank you.”

You:
“Have a nice evening.”

Winz Support:
“Do you perhaps have any other questions? 😊”

You:
“No, that would be all.”

⸻

Screenshot 7

You:
“Hello, I’m already trying to withdraw for the third time. It’s taking forever. What’s going on?

I’ve been trying to withdraw since 6 PM…

Hello ”

Talia joined the conversation.

Talia:
“Hello! We’re pleased that you contacted us.

I can see that the issue was initially related to verification. Your withdrawal is now being reviewed and processed internally, which may take some time, so unfortunately I have to ask you for a little more patience.

As soon as the processing of the withdrawal is complete, you will receive an email about it. Don’t worry!

Can I help you with anything else? 😊”

⸻

Screenshot 8

Winz Support Bot:
“Hello! Thank you very much for contacting us. How can I help you today?”

You:
“Hello, how long will my withdrawal take? I was told yesterday that it was almost finished. Thank you.”

Winz Support:
“Let me check.”

Winz Support:
“It is still being processed, Rico. I understand that it is important for you to receive it as quickly as possible, but it is still being worked on. However, I don’t have an estimate of how long it will take.”

You:
“Okay, all clear.”

You:
“Thanks for the information.”

You:
“That would be all from my side ”

Winz Support:
“You’re very welcome and thank you for…” [message cut off in the screenshot]

Thanks guys

[PX-Z]

One possible factor may be that I was not playing from my home network but from a public network.

An IP address is not a particularly reliable method for detecting multi-accounting. It can be used as secondary proof, but it should not be the primary basis for such a serious accusation.

Your kyc and personal information should be the primary proof for determining whether you previously created another account, whether on this casino or elsewhere within their network.

Their earlier messages also seemed reassuring, but then later responses appear to contradict that. Since €5k is not a small amount, i would suggest taking the case to askgamblers and/or casinoguru and asking them to act as an intermediary just like what had suggested above.

[holydarkness]

Just a friendly advice since your case will be your word against their word situation. I suggest to file a dispute too on Askgamblers, Casinoguru and Coinhunters since you need a trusted mediator to look on the casino evidence.

Did you mean to say "contesthunters"? Anyway, if OP is going to post on those mediator websites, I'd suggest he post on askgamblers/casino.guru or just contesthunters alone(I'm assuming you meant contesthunters.com), because as far as I know, holydarkness doesn't accept complaints if the gambler has already posted the complaint on other mediator websites.

[...]

He does not. Holy is trying to enforce one case one ADR rule here, many casinos got overwhelmed by ADR-hopping cases in the past, and it is not fair to keep on jumping ADR until one find a desirable result, although the other ADRs already ruled something. The rule by ADR, the one and only, the first that a player choose, should be binding to both, and respected by all.


OP, you mentioned the use of public network. I was just from neighboring thread, explaining at length the risk of using public device/network instead of your own device and IP when you play. Though the casino wrote that your case is multi-accounting, it does not eliminate a possibility that your case was rooted from the usage of public or shared network, where others probably already use the same IP to play.

Though PX-Z is technically correct that IP address alone is not a factor to determine multi-account, but accessing from public network might expose you to the clause in many casinos ToS [I write this without reading winz's] where only one account per household [network] is allowed.

That said, I am nudging yahoo62278, in case he want to give a helping hand. If I recall correctly, he have Winz representative in his contact. We might be able to get this sorted without having to escalate to ADR. If yahoo is willing to help talking with Winz here, OP, know that he's just helping out of his free time and will, the call is still at Winz's hand.

[yahoo62278]

I can message the owner and see if he will have his team look into this. I can't make a decision for them and I cannot make them rush to this topic, but Usually they do respond within 24 hours if not too busy.

I'll let you know what they say.

[richie03]

Great. Thank y’all so much. You guys are awesome!

[yahoo62278]

Great. Thank y’all so much. You guys are awesome!

The owner responded that he

will check this case with the team

again, I don't know when/if they will respond. They usually do though.

[winz.io]

Greetings,

This player's balance and winnings were confiscated due to a breach of our Anti-Fraud Policy.
During an internal investigation, we identified connections and activity that was considered fraudulent.

The player is welcome to submit a complaint through an independent mediator such as CasinoGuru, and we will provide all relevant evidence as part of the complaint process.

[richie03]

Ironic. Talking about fraud but your keeping my Deposits also. You are thieves.

[richie03]

Even if I had a second account, an older second account that I no longer remember having, how could that be considered fraud if I didn’t even use the welcome bonus or employ any tactics to deceive or defraud you? I deposited money and played. That’s all I did. Didn’t even use promo codes with my ->own<- NINE HUNDRED EURO.

[AHOYBRAUSE]

Even if I had a second account, an older second account that I no longer remember having, how could that be considered fraud if I didn’t even use the welcome bonus or employ any tactics to deceive or defraud you? I deposited money and played. That’s all I did. Didn’t even use promo codes with my ->own<- NINE HUNDRED EURO.

So you did blatantly lie in your first post:

I have no reason to create multiple accounts or manipulate the system.

Now you expect that people believe the rest of your story? Normally I side with the player if the whole story sounds a bit sus, the casino just saying "fraudulent activity" without giving any more insight. Yet if you come here, lie to the community to gather support and then suddenly change the story, that's when people don't care anymore.
You violated their TOS, plain and simple. Even if you didn't take a bonus or whatever, there surely is a reason why you created a new account, maybe it be to circumvent limits or whatever. Case pretty much closed.

[richie03]

Where exactly did I lie? I merely stated that, even if I had an account that I couldn’t remember having, I had not used a welcome bonus. That’s all. I believe these are the tactics they assume, no?

I could verify my identity. Accordingly, this actually confirmed my assumption that I hadn’t done anything wrong, since I was able to register using my personal details, my face, and my ID. Support told me I’m good to go if there was still a problem why they don’t talk with me so we could find a solution? They instantly assume I’m scamming them. If my texts sound weird, that’s because I’m trying to write with my bad English and chat gpt.

[holydarkness]

Where exactly did I lie? I merely stated that, even if I had an account that I couldn’t remember having, I had not used a welcome bonus. That’s all. I believe these are the tactics they assume, no?

I could verify my identity. Accordingly, this actually confirmed my assumption that I hadn’t done anything wrong, since I was able to register using my personal details, my face, and my ID. Support told me I’m good to go if there was still a problem why they don’t talk with me so we could find a solution? They instantly assume I’m scamming them. If my texts sound weird, that’s because I’m trying to write with my bad English and chat gpt.

Unfortunately, if you do have second account, even with the second is actually your first and you simply can't remember having them, and you haven't utilize any bonus, you still in breach of the ToS of one account per household and IP. Which, I strongly assume, from your response that quickly jumping to "I might have an older account", holds some weight.

I'll suggest you to follow their invitation for an ADR. In that platform, the casino can freely show the arbitrator that there are two or more account associated with one IP. We do welcome you to try deescalation and evidence-verification on CH. Feel free to click on my sig., that will bring you directly to ContestHunters dispute resolution page.

[yahoo62278]

Where exactly did I lie? I merely stated that, even if I had an account that I couldn’t remember having, I had not used a welcome bonus. That’s all. I believe these are the tactics they assume, no?

I could verify my identity. Accordingly, this actually confirmed my assumption that I hadn’t done anything wrong, since I was able to register using my personal details, my face, and my ID. Support told me I’m good to go if there was still a problem why they don’t talk with me so we could find a solution? They instantly assume I’m scamming them. If my texts sound weird, that’s because I’m trying to write with my bad English and chat gpt.

Unfortunately, if you do have second account, even with the second is actually your first and you simply can't remember having them, and you haven't utilize any bonus, you still in breach of the ToS of one account per household and IP. Which, I strongly assume, from your response that quickly jumping to "I might have an older account", holds some weight.

I'll suggest you to follow their invitation for an ADR. In that platform, the casino can freely show the arbitrator that there are two or more account associated with one IP. We do welcome you to try deescalation and evidence-verification on CH. Feel free to click on my sig., that will bring you directly to ContestHunters dispute resolution page.

Do you have an agreement with any of the casinos on this forum that states they will abide by your decision in any dispute? I know you're trying to help and that's great to have someone on the forum(where I believe forum disputes should be settled) trying to mediate between the 2 parties, but if the casinos have not stated they will accept your ruling what good is CH?

You understand what I am trying to say?

[holydarkness]

Unfortunately, if you do have second account, even with the second is actually your first and you simply can't remember having them, and you haven't utilize any bonus, you still in breach of the ToS of one account per household and IP. Which, I strongly assume, from your response that quickly jumping to "I might have an older account", holds some weight.

I'll suggest you to follow their invitation for an ADR. In that platform, the casino can freely show the arbitrator that there are two or more account associated with one IP. We do welcome you to try deescalation and evidence-verification on CH. Feel free to click on my sig., that will bring you directly to ContestHunters dispute resolution page.

Do you have an agreement with any of the casinos on this forum that states they will abide by your decision in any dispute? I know you're trying to help and that's great to have someone on the forum(where I believe forum disputes should be settled) trying to mediate between the 2 parties, but if the casinos have not stated they will accept your ruling what good is CH?

You understand what I am trying to say?

Yes, I understand what you're trying to convey. And to answer that, so far, the disputes on CH have an agreement from the casino via direct contact with me that they will abide the ruling or pre-arranged here on the forum that both parties are giving their consent of the binding agreement for both. One exception so far was uff... I think they're called lucky [I left a neutral feedback due to it], where they have a prior agreement, but then refuse to honor that, when I rule in favor of the player.

Most of the cases are a clear breach of ToS by evidence given in private, so it is more to the OP of the threads agreeing to the binding rule, rather than the casinos abiding the verdict.

I usually begin ADR on CH by having both parties to explicitly agree that the ruling is binding, and won't proceed unless I have both of their written consent. I don't want to waste my time analyzing things that later either side can just "nope, I don't accept that".

For example, on this case, the next step if OP agreed to CH --let's suppose-- is to invite Winz to agree to a binding agreement, then get their direct contact for private evidence sharing purposes [CH is not as advanced as CG or AG yet where I can set certain elements to be private, so things has to be manual for the time being].