My complaint is related to the cancellation of my winnings made with deposit money

Dear Askgambler Team,

I deposited 4500 INR using UPI transfer on winz.io casino on 02/04/2025 and still till the date my deposit is not reflected in my game account.

Firstly I was told to wait for few days to deposit get credited and the support team has closed my deposit ticket twice even though my issue was unresolved. I am contacting daily basis to I was told to wait only.

Today support team told me that deposit is showing rejected in their system however transaction is successfully completed from my side. I had taken help of my bank customer support helpline and the bank confirmed me that the transaction was successful and settled immediately without any issues. My payment provider app has given more brief information about the receiver bank account including name, date, transaction status, amount, receiver bank account holder name, receiver bank account holder name etc.

However my request is being ignored and the support team closing my ticket without my consent.

Hereby I request you to kindly investigate the issue and help me to receive my deposit.

Complaint Summary:

I won 35 LTC (€2700) on Winz.io’s "Wheel of Winz" bonus game and was assured in chat that the winnings were legitimate and withdrawable. However, upon attempting to withdraw, the casino closed my account and falsely claimed my documents were forged—despite accepting them just minutes before.

Detailed Timeline of Events:

1. Bonus Request & Verification:

I initially deposited and did not receive the bonus because I was using a Swedish VPN.

The casino requested proof of address, and I provided a bank statement and phone bill.

Winz.io approved my documents and credited me the bonus.

2. Winning the 35 LTC Bonus Prize:

I spun the "Wheel of Winz" and won 35 LTC (€2700).

Shocked, I immediately contacted support via live chat to confirm if it was really my money.

Support confirmed that my winnings were legitimate and that I only needed to wager my initial deposit (0.55 LTC) before withdrawing.

I asked again if I could withdraw after wagering, and support confirmed "YES."

3. Account Closure & Excuse of "Forged Documents":

After completing the required wagering, I attempted to withdraw my winnings.

Winz.io suddenly closed my account and falsely claimed my documents were "forged."

However, they had already accepted the SAME documents before adding the bonus.

After 300+ requests, they finally allowed me to send new verification documents.

I then submitted three different government-issued, watermarked documents proving my identity and address.

Winz.io ignored my new documents and refused to reconsider their decision.

4. Refusal to Provide Proof of Winnings & Chat Transcripts:

I requested my betting history, chat transcripts, and proof of winnings.

Winz.io has refused to provide any of this information—a clear attempt to cover up their actions.

Why This is Unfair & Needs to Be Investigated:

Winz.io accepted my documents, credited me the bonus, and confirmed in chat that I could withdraw.

They closed my account AFTER I won big, using "forged documents" as a false excuse.

They refuse to provide proof of my winnings or chat history, which raises serious concerns about transparency.

Other players need to be warned about this unfair treatment.

I kindly ask Askgamblers to investigate and help me retrieve my rightful winnings. I am also considering escalating this to the Curacao Gaming Authority and relevant consumer protection agencies.

Thank you for your help.

Winz Casino is not processing my withdrawal.

it’s been 24 hours now and they just keep saying the same thing over and over again. It’s a regular security check but I think they just don’t want to pay my withdrawal,

I’m reading online that this has happened to many other people too! Since I processed this withdrawal I’ve still been able to deposit into my account so they can take my money but won’t withdraw it’s really strange…. I asked them multiple times if anything was up with my account and they insisted my account if fine it was just a normal check but if that’s the case why is it taking so long to release my withdrawal…….

Every support rep I’ve spoken to won’t give me any details on why they are holding my funds they just keep saying it’s a decision by management I have to wait

So three days ago I deposited money to my account, they have still not appeared inn my wallet. Every time I ask they say: We are working on it.

This should be fixed inn one day, the amount has left my bank, and should be inn theirs.

Also I have not received any daily and weekly xp, reekback for three days as well. Anyone have same problems?

After seeing my friend gamble, I decide to try it for the first time too the next day in the morning. I created my first ever casino account on Stake, but unfortunately I could not deposit from my bank which is Desjardins. So I went to winz.io because I could deposit from Desjardins. I deposit around 270$ with 4 transfer of 70$-60$. I had fun with Dead or a Wild and luckily got 5196$ from this game. I tried to withdraw it and my withdraw was pending for 4 days. I woke up to a permaban account, without my money and a lot of false accusation. I’m accused of Multi accounting, collusion with other player and third party payment. I analyse their anti-fraud policy and I did none of what they accuse me, and when I contact them via email, I don’t have any answer from them or some useless message.

I was talking with the customer supports this whole time and I got a lot of help from them, they most likely told me that all I did was fair and that they don’t have further information.

I ask winz.io for proof of my accusation but they don’t seem to answer them. Please I need help, I want my money, it’s like my first big win ever and really want it.