Delayed payment 11kUSD

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Winnerz Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear @Aisha43,

Rest assured that the AskGamblers Complaint Team is in contact with the Winnerz Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear AskGamblers Team and Winnerz Casino,

I would like to provide an update regarding my case.

Winnerz Casino has refunded my initial deposit back to my crypto wallet; however, my winnings of 5200 USD have still not been paid out.

Winnerz Casino now alleges that I failed the video verification and that the account is not legitimately mine.
I categorically disagree with this claim, because:

I completed all requested verification steps in good faith, including submission of every document requested.
I participated in the video verification session as instructed and answered all questions clearly and truthfully.
At no point during or after the session was I informed that the verification had failed or that there was any issue with my account.

I find this situation extremely unusual and unjustified, particularly considering my limited activity on the account:

I placed only one sportsbook bet on a Premier League match.
Shortly after that, my account was restricted from further betting.
When I attempted to withdraw my funds, I was told that there was a 5x turnover requirement on my deposit, so I played slot games to meet this requirement.

At all times, I have acted honestly and transparently. There was nothing irregular about my gameplay or withdrawal request. The verification claim appears to be an unfounded pretext to justify withholding legitimate winnings.

I therefore request the following:

That Winnerz Casino share with me directly the same detailed explanation and evidence they are providing to AskGamblers regarding the alleged failed video verification. It is only fair and transparent that I, as the affected player, have access to any materials being used to justify withholding my funds.

That Winnerz Casino clearly explain which specific part of the video verification process they claim I failed and why.

That, unless such justification is substantiated with verifiable evidence, the casino release the full 5200 USD in winnings to my crypto wallet without further delay.

I want to emphasize that I am cooperating fully and that I have nothing to hide. However, I believe I have the right to see and respond to any evidence being presented about my own account. Transparency is essential to resolving this matter fairly.

Thank you for your continued assistance and mediation.

Kind regards.

Dear Winnerz Casino,

Please send information to suppor­t@a­skg­amb­ler­s.com

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Thanks in advance for your cooperation.