KYC trouble account suspended and fund confiscated

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.

Thank you for your response, but I must strongly dispute your claim.

I want to make it absolutely clear that my Proof of Address (POA) document was not fraudulent in any way. The issue was entirely technical — your system did not allow me to upload the document despite several attempts.

When I contacted your support team, they advised me to try different devices and browsers, which I did. I even used a clean device that had never been used for sports betting or gambling. Despite these efforts, your system continued to block the upload, which I repeatedly communicated to your support agents.

At no point was I informed that my document had been reviewed and deemed fraudulent. If such a conclusion was reached, I was never given the opportunity to respond, explain, or resubmit. Instead, my account was abruptly closed and my winnings confiscated — without a clear explanation or evidence being provided to me.

I find it extremely unfair that you are now accusing me of submitting fraudulent documents, especially given that the problem stemmed from your technical upload system, not from anything I submitted. I acted in good faith and followed your support’s instructions every step of the way.

Therefore, I am again requesting:

A review of my case by a real human being, not just automated systems.

Proof of the alleged fraud (what exactly about the document was considered fraudulent?).

A fair resolution and release of my confiscated balance of 19,909.53 NOK.

This is a serious accusation being made against me, and I will not accept it without evidence. I maintain that I did nothing wrong, and I request AskGamblers to take this into consideration.

Thank you.

Dear Winnerz Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the matter along with evidence where it is clearly visible that the player didn't pass the KYC procedure. 

As per the AGCCS Terms, we consider all the information presented during the course of our complaint process totally confidential and not shared with third parties. Please send required information directly to suppor­t@a­skg­amb­ler­s.com.

Thank you in advance.

Dear STREITENICO & Askgamblers,

Thank you for giving us the opportunity to clarify the matter.

Please be informed that during the KYC (Know Your Customer) verification process conducted through our trusted partner Sumsub, it was determined that the Proof of Address (POA) documents submitted were fraudulent. As a result of this serious violation, the player’s account was permanently closed and the winnings in the amount of 19,909.53 NOK were confiscated, in accordance with our Terms & Conditions.

“13.8 If our support department can’t fully verify clients account and have reasonable suspicions that fraudulent activity is at play, clients winnings can be voided and account blocked. institutions of Your identity and of any suspected Prohibited Practice by You, and You shall cooperate fully with us to investigate any such activity.”

However, as a gesture of goodwill, the player’s most recent deposit in the amount of 2343.18 NOK was returned.
Should you require confirmation of the refund, we are more than happy to provide copies of the related email correspondence sent to the player.

At Winnerz, we maintain a strict zero-tolerance policy towards any form of fraudulent activity. Once such activity is identified, the gaming account is immediately and permanently closed without further discussion, in line with our commitment to integrity and fairness.

If you have any further questions, please don’t hesitate to contact us via email at [email protected] or through our 24/7 live chat.

Have a pleasant day ahead!

Best regards,

Peter