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Complaint #31 Winnerz Casino

Winnerz failed to close my account despite my addiction request I lost all my savings and request a refund

By Younessehamza

9 months ago

On August 1st, 2025, I contacted Winnerz via live chat requesting the immediate and permanent closure of my account due to gambling addiction.
The support agent acknowledged my request and instructed me to send an email to process the closure.

I followed their instructions and sent the email the same day, clearly stating my gambling addiction and requesting immediate closure.
Despite this, no action was taken. I sent several follow-up emails afterwards, but my account remained open, allowing me to continue gambling.

As a result, I have lost all my savings, including money intended for my rent.

This is a serious breach of their duty of care, as they ignored multiple self-exclusion requests and allowed me to deposit and play even after being fully aware of my gambling addiction from day one.

I therefore request:

1. Immediate and permanent closure of my account.

2. Full refund of all deposits made after August 1st, 2025.

I will attach evidence of my live chat conversation, emails, and proof of deposits made after my first closure request.

Disputed Casino Winnerz Casino

Reason Self-exclusion

Amount €1100

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

9 months ago

Dear @Younessehamza,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

User name

Younessehamza

9 months ago

Hello,

I appreciate the casino’s response and I am grateful that they have accepted full responsibility for what happened.

I will be waiting for the email they mentioned in order to process the refund. Once the funds are received, I will confirm the case as resolved.

Thank you.

Kind regards,

< full name removed >

AskGamblers

• Support Team

9 months ago

Dear @Younessehamza,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Winnerz Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $1,739

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Winnerz Casino Complaints

See all complaints for this casino

Delayed payment 11kUSD

Hi AskGamblers,

I requested a withdrawal from Winnerz Casino on October 9th, and it’s now been 8 days with no payment received. All my verification documents are complete, and support has not provided any clear update. They only give me vague answers in the chat.

Additionally, the casino limits withdrawals to 3000 USD per transaction, which means it will take weeks to receive my full winnings at this pace.

Please assist in ensuring my withdrawal is processed promptly and in full.

First won big then account blocked

Dear Askgamblers Team,

unfortunately I have problems with this casino.

I have won a large amount of 3300€. Then I successfully verified my account and €3000 was paid out.
Now I have been waiting two weeks for my second payout of €300. My account has been blocked and the casino refuses to pay out the amount. Apparently I have won too much.

Please help me to receive my payout.

Best regards
Nodeposit

KYC trouble account suspended and fund confiscated

I deposited funds into my account at Winnerz.com, an online gaming/casino platform. Recently, my account was suddenly suspended without clear notice. When I contacted their support, they claimed my account was closed due to failure to complete the KYC (Know Your Customer) verification process.

They now state that they sent me emails informing me of this and that they requested my crypto wallet address to issue a refund. However, I have never received any email or any request for wallet information from them prior to contacting support myself.

They also claim my balance was deducted but that management will process a refund of my initial deposit. Despite several follow-ups, they only give vague responses and no concrete action or timeline for refunding my money.

I am now concerned this is a scam or fraudulent behavior. I have documented all conversations with their support and can provide screenshots as evidence. I request help retrieving my deposit and reporting this platform for investigation.

Verification and withdraw issues

Winnerz are trying to scam me of my winnings and leave me with a sad experience.

After playing some successful bets I was able to won 30.63 USD, i clicked on withdrawal section to withdraw my won funds for the first time and behold the withdrawal section was disabled, i proceeded to their online support where I was informed that to withdraw I need to submit my documents to activate withdrawal section to my account, I tried to submit my documents via the verification page just as I was informed but sadly, the verification page is also disabled not responding to clicks.

Now I can not submit documents for account verification or be able to withdraw my funds, This is so unlikely and I am afraid that I might lose my money if I should stay low on this crucial issue

Below are screenshots of my conversations with the operator also the disabled section of my account (withdrawal/verification)

I have waited over 2 months for my winnings of £200 to be paid

I have waited over 2 months for my winnings of £200 to be paid since August 2023. I have been messaging winnerz casino regularly for updates but constantly been told that my "case" has been escalated to the management team. I have been told this through September and October. Today I asked for their complaints team details and they literally ignored me.
All I want is just my winnings I waited for too long.

All my withdrawals were rejected

I made my first 2000€ deposits to this casino 13.5 and have been trying to get first withdrawal out since that. Casino sent after withdrawal mail telling Cash Out Succesfull but money is always sent back to game account.
They never nofify customer that money is not coming but still on casino.
They are now ”working on this case” but I am worried this is only playing time before closing casino.
They take deposits all the time no matter withdrawal is not possible. I have been waiting my 3900€ since Saturday from this ”Instant Withdrawal Casino”.

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