Winnerz Casino - Os ganhos do jogador foram confiscados.

 Hi also want to file a complaint about this casino scam. I made an account with them. I deposited €300. I received a bonus of €450. I rolled over absolutely all of the bonus at the end of the rollover I was left with €4500. which I tried to withdraw. They asked for verification. I did the verification on their website. After that, they asked for the payment method and I offered them absolutely all of these things. After that, they asked me for a picture where they wrote the name of the casino on a sheet and the date they took the picture and with an ID. I sent this thing too. After that, they asked me for a video call with them. They made an appointment for me yesterday on the 30th. They made my appointment. I spoke to them live and they told me that it takes up to five business days to send me the answer. Today, on the 31st, they sent me that my winnings were confiscated because I did not pass the verification and that they would return my deposit of €300

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Denisa02,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC (Know Your Customer) is a very important and essential process. During this procedure, the casino ensures that the funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity, this is the only way for them to complete the necessary checks. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete this thorough process.

To help us better understand your situation, could you please provide the following information:

• Which verification documents have you submitted, and when did you send the most recent one
• Whether you have provided all the required documents as soon as possible and in the correct format
• What payment method did you use for deposits and withdrawals
• Whether the casino gave any specific reasons for the verification failure

I hope we will be able to help you resolve this issue as soon as possible.

Best regards,

Petra