Winz.io Casino - Unfairly confiscated my winnings and closed account after approval

When Win Casino provided me with the bet history they provided me with a different players bet history and sensitive information in a sheet instead.

I have asked for a clear and precise response on how my data got mixed up with a different players data.

Attached is screenshots of chats and also the sheet they provided where you see the issuance of bonus.
Also note in the screenshot of the outlook that they confirmed that my documents provided was approved just in the same minute as the bonus was issued.

Email screenshot of they mentioning approval of document and bonus issuing.
.....
Note that bonus issue time is 16:47
And email is sent 18:47
This is due to casino back office being in UTC time.

Hi QPHA666,

I will talk to Head of CS about this right away and revert back.

Thanks, Winz

Hello,

I still haven't received my requested chat transcripts (gdpr request)
(48h) Waiting


Looking forward to your reply

Greetings,

Per our Bonus Terms and Conditions (https­://­win­z.i­o/b­onu­s-t­erm­s-a­nd-­con­dit­ions) p.5.12 and p.8.2 players from Sweden are not eligible to receive any bonuses:
5.12 Customers from Sweden (SE), Spain (ES), France (FR), United Kingdom (UK), Netherlands (NL), Sint Maarten (Dutch part) (SX), Curaçao (CW) and Lithuania are not permitted to claim any kind of bonuses or rewards.

8.2 Players from the following countries are not eligible for any promotional offer: Sweden (SE), Spain (ES), France (FR), United Kingdom (UK), Netherlands (NL), Sint Maarten (Dutch part) (SX), Curaçao (CW).

The player claimed that his current country of residence is Norway, and through automated verification system Sumsub sent us two bank statements as proof of address: one containing a Swedish address with Oslo being indicated as the city and another with the same address but a different, Swedish, city.

At first Sumsub didn't spot involvement of any graphical editors but when we reached out to them directly they double-checked and pointed out that usage of graphical editors is very likely but they could not confirm as the two statements included different transactions and the inconsistencies could be of technical nature rather than malevolent. We decided to ask for another proof of address.

The player sent us a bill for mobile services for Swedish provider Fello. We spotted inconsistencies in the information provided in the bill - AskGamblers has details of our investigation - which confirmed our suspicions of forgery. That being said by providing forged documents the player violated our anti-fraud policy and their account was permanently closed.

We do admit there was a lapse where we issued the bonus to the player while the investigation was still ongoing but we confiscated it as the player should have never received it in the first place.

Thanks, Winz

Hello,

Thank you for the reply i appreciate the time taken to investigate this further.

1. Reason for having a Swedish cell phone operator is me working in Sweden and using a Swedish number in business.

The address shown in the invoice is still Norwegian.

2. The discrepancy in the Revolut statement i sent is a mistake from my end.

I spoke to Revolut about this and their system didn't update the address correctly when I provided a new residential address.

3. The government issued documents should be sufficient evidence to prove this is information is correct.

I have not been given a chance to answer any discrepancies or questions regarding my documents.

Instead I was told everything was ok and when contacting you in chat to verify my winnings I was told to wager initial deposit then I can withdraw the funds.

Just after this I requested a withdrawal and then you decided that I have forged documents.

I provided a screenshot of me being signed in to skatteverket with bank id where it also states the residential address, i dont know how this would be possible to forge.

Let me know if anything else is needed.

To clarify the Revolut address being wrong.

When i uploaded a proof of address to Revolut it shows a Norwegian city with the same name as a Swedish city.

This caused the Revolut system to make a error and put it as a Swedish address.

I can provide communication from the bank to askgamblers if needed to verify my information.

Thank you

Email sent to winz by me.

""Dear Winz Team,

I have reviewed your response and would like to address several points that remain unclear and require further clarification.

1. Allegations of Forgery:

You stated that Sumsub “double-checked” my bank statements and suggested that graphical editing was “very likely” but could not confirm this as fraudulent.

Given that Sumsub itself could not verify any wrongdoing, I ask that you provide clear and specific evidence that supports your claim that the documents were forged.

The postcode discrepancy on my Revolut statement was a known technical issue on their end, not an intentional act of fraud.

2. Phone Bill Validity:

You claim my Fello phone bill had “inconsistencies” but have not provided any specific details.

Fello is a legitimate Swedish provider, and my bill was issued directly from them. Please clarify what specific inconsistencies you believe indicate forgery.

3. Issuance and Retraction of Bonus:

You have admitted that the bonus was issued to my account while the investigation was ongoing. If I was ineligible from the start, why was it issued at all?

To add to the above, I received a email stating "your issue was resolved and the bonus is issued to your account"

It is unjustifiable to allow a player to use a bonus and then retroactively void winnings after the fact.

4. Failure to Provide GDPR-Requested Data:

You have not acknowledged or fulfilled my GDPR request for my account data and chat transcripts. Under EU regulations, you are required to comply with this request in a timely manner.

Additionally, You have been made aware that another player’s personal data was disclosed to me in your support chat, which constitutes a serious data protection breach.

Next Steps:

I am giving you the opportunity to properly address these concerns. Please:

1. Provide the specific evidence supporting your claim of forgery.

2. Explain the “inconsistencies” in my Fello bill.

3. Fulfill my GDPR request by providing my full account data and chat logs.

4. Explain why the bonus was issued in the first place if I was not eligible.

If these concerns are not addressed promptly, I will have no choice but to:

Escalate the issue to the relevant EU data protection authorities for GDPR violations.

Continue my dispute through AskGamblers, and other mediation channels.

Consider legal action if necessary.

I expect a immediate response.

Best regards,""

**update**

Chat transcript received

I will update with the email conversation about the documents and the acknowledgement of the case be solved regarding the misleading information in my KYC process.
I will also upload the chat where they confirm I won (36LTC) and that I can withdraw this.

**email conversation**

Greetings,

In addition to our public statement: the player is welcome to consult with our Privacy Policy for any concerns related to GDPR.

Thanks, Winz

Winz.io, you completely avoided answering any of the key points I raised about my winnings and the GDPR breach. Simply referring to your Privacy Policy does not address the core issue.
Can you clarify whether my winnings will be paid out or not?

Please treat this case with fairness and transparency Winz.

I also want to request Askgamblers to step in and assist in this since its obvious they are deflecting responsibility.

They haven't provided any clear answer yet to any of the key points I brought up.

Nor did they provide any answer to why another players data was leaked to me.

I have tried to solve this with Winz, but I haven't received 1 reply since the automated message about my withdrawal being cancelled.

This is unacceptable and I plead for assistance in this.

Thank you

Hi,

There are items here we cant address publicly and we are talking to Askgamblers. You will be updated in due course.

Thanks, Winz

Hello,

Thank you for letting me know.

I understand and will respect the integrity of the casino.

However I would appreciate some correspondence on my emails sent, ignoring me won't make it go away.

Thank you.

I noticed AskGamblers hasn't commented publicly yet. Can you confirm if you're reviewing the case internally? I want to make sure this is still being actively handled.

Dear all,

Following a careful review of valid information and proof presented by Winz.io Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.