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The casino maliciously confiscated my real money. They said I violated their rules and confiscated all the funds I made a profit from using real money. It's completely unreasonable. Does that mean you can't withdraw money if you make a profit? It's a complete fraud. I'm requesting help from CasinoGuru.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• What specific rules did the casino claim you violated?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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I mainly engage in sports betting and live casino games. I did not use any of the casino's bonuses. I made profits using my own funds. The casino claimed that I violated the multi-account policy and confiscated all my legal profits, on the condition that I did not have multiple accounts. To put it bluntly, even if I had multiple accounts, I did not use any of the casino's bonuses for gaming. They could have banned my account, but they chose to confiscate all my legal profits. This is very unreasonable. I wanted to communicate with them, but they didn't listen to me. They didn't reply to my emails either. So I came here to ask for help, requesting to return all my legal profits. The profits were all obtained through real deposits. A total of 330 USDT.

Why is no one handling the case?

Thank you for your reply. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints, and even though we try our best, we can't reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back as soon as possible. Please bear with us. Thank you for your patience and understanding.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My family members have not used this casino. I only have one account. The communication records between me and the casino have been sent to kristina.s@casino.guru. This casino does not allow players to make profits. Once you do, they will use all kinds of means to prevent you from withdrawing money or even close your account. I only have 380 USDT left and they won't let me withdraw it anymore. I can't believe the large profits made by other players.

I apologize, but I haven't found any emails from you. Can you please forward everything again?

I have resent it.

Hello seijls4,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for the late response. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you seijls4 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winz Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

The player in question requested to close their account on 2025-08-16 which we helped facilitate as well as answered a couple of follow up questions related to the account reopening, specifically - "Can I create a new account?"

Nevertheless the next day the player did create a new account and accumulated winnings in the amount 320.03198854 USDT that we had to confiscate in accordance with p.9. of our T&C - USE OF PLAYER ACCOUNT. In our latest communications with the player we told them that they are welcome to withdraw the remaining balance, then the duplicate account will be closed.

As we mentioned during the account closure procedure if the player wants to play with us again we will be happy to review their request but it has to be presented in a due manner.

We can share privately screenshots of the conversion with Casino-Guru if needed.

Thank you for the update Winz Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I did not use a new account. I repeatedly asked the casino to show me the evidence that I used multiple accounts, whether it was the same IP having multiple accounts or something else, but they ignored me. Besides, the money I won was a bonus from my own deposit, not from the bonus they gave. Why should it be confiscated? Even if I had multiple accounts, which of course I didn't, it was just a metaphor. In the case of multiple accounts, the casino could have simply banned the accounts, but they shouldn't confiscate the bonus I won fairly. This is extremely unfair to the players and is nothing but a tyrannical clause.

Thank you for providing us with the evidence Winz Casino representative.

Dear seijls4, the casino provided us with evidence of multiple accounts, namely, both accounts used the documents of the same person for verification. It is an established industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Kind regards,

Peter