Winningz Casino - A conta do jogador foi encerrada sem nenhuma explicação.

First of all, I am feeling very sorry but my place of residence is not Taiwan, I am in Japan and I am Japanese because I can't find my country on the list.

Your service might be unavailable in my country, but I really need help and have no idea where to post a claim other than Casino Guru.

At the first time I registered "Winningz casino" on about 15th Dec. 2025, they replied and followed me up so kindly on deposit bonus issues and so on.

At the end of the year 2025, I took a weekly(?) reload deposit bonus and fortunately won on roulette. The amount was around 3600eur, maybe.

After this, I tried making a withdrawal, about 2000eur? not sure now, and submitted, then this was maybe accepted normally.

After the new year break, 6th Jan. 2026, I tried signing in and wanted to check how everything is going on without any problem but I could not.

On signing in, a pop up said, "your account is closed. please contact to support (not accurate 100%, this kind of message)"

I was so surprised by what has happened and I made contact to support by chatting and emails.

The chatting was kicked out before I reported the matter and the e-mail was kind but they kept saying, "commercial decision and this is final".

I asked what the commercial decision was and whether I violated their terms or so although I’ve got no clear answer.

At this moment I am serious about the reasons much more than my deposit and winnings, of course my money is important so far, but I want to know why my money was all taken suddenly without any notices.

In the end, all I want is my account to be recovered and at least the money that I deposited is back somehow.

Do you feel this is the usual thing to happen in online casinos?

I am very not sure but I would be very happy if you could help or give advice to me.

Thanks for taking time.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted any identity documents to the casino for verification before your account was blocked?
• Did you use any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you play roulette while your reload bonus was active?
• Have you contacted customer support to ask for more details regarding the reason for closing your account? Have your winnings been forfeited?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Veronica

Thank you for responding.

Did you provide any ID to the casino for verification before your account was blocked?

I don't think it has been submitted yet.

Did you use a VPN or IP masking software to change your actual location when accessing the casino website?

I think you're using a VPN.

Did you play roulette while the reload bonus was active?

I played roulette with my cash balance. I remember winning early on, so I requested a withdrawal. I think I canceled the bonus and processed the withdrawal at that time.

Have you contacted customer support for more details about why your account was closed? Have any winnings been confiscated?

I contacted them because I couldn't log in. They explained in an email that it was a "commercial decision," but I didn't understand what they meant so I asked for more details, but unfortunately they didn't give me any further explanation.

The amount I deposited and winnings were confiscated (I can't access it because my account was closed).

I'm so glad you took the time to respond despite your busy schedule. I hope you have a great day, Veronica.

Thanks for taking time for me.

I hope you have a nice day and weekend.

ヴェロニカさん

対応してくれてありがとうございます。

アカウントがブロックされる前に、確認のためにカジノに身分証明書を提出しましたか?

まだ提出してないと思います。

カジノのウェブサイトにアクセスする際に、実際の位置情報を変更するために VPN または IP マスキング ソフトウェアを使用しましたか?

VPNを使ってると思います。

リロードボーナスが有効な間にルーレットをプレイしましたか?

キャッシュバランスでルーレットをプレイしました。早い段階で当たったので出金申請したと記憶してます。その時にボーナスをキャンセルして出金手続きしたと思います。

アカウント閉鎖の理由について、カスタマーサポートに詳細を問い合わせましたか？獲得した賞金は没収されましたか？

ログインできなかったので問い合わせました。メールで「商業的な決定のため」と説明されましたが、意味がわからないので詳細を尋ねましたが残念ながら詳しい説明はありませんでした。

入金した額と賞金は没収されました（アカウントが閉鎖されたので手が出せません）。

忙しい中で対応してくれてとてと嬉しく思います。ヴェロニカさんも良い1日をお過ごしください。

Thanks for taking time for me.

I hope you have a nice day and weekend.

Dear ojikoji

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

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

I would now like to ask Winningz Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Thank you Peter for your response.

We'd love to hear why your account was blocked and what we can do to resolve this issue.

I would also like to know the reason for being blocked. In the email correspondence, the answer was "a commercial decision," but I didn't get any further details.

I asked multiple times but unfortunately no response.

My first priority is to have my account restored and be able to withdraw all my winnings, but if this is not possible I would be happy to receive a refund of the deposit of approximately 320€.

This is my quick answer. Thank you in advance.

Ojikoji

Peterさん、対応ありがとうございます。

プレイヤーのアカウントがブロックされた理由と、この問題を解決するために私たちができることについてお聞かせください。

ブロックされた理由は私も知りたいです。メールでのやり取りにおいては「 a commercial decision」と回答がありましたが、詳細はわかりませんでした。

複数回質問しましたが残念ながら無回答でした。

アカウントが回復し、勝利金を含めて出金できることを第一に希望しますが、無理な場合は該当するデポジット約320€が返金されれば嬉しく思います。

以上取り急ぎ回答します。よろしくお願いします。

Ojikoji

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.

Thank you for your response.

I will continue to wait for your reply, so thank you in advance.

If this topic is closed as unresolved, I would appreciate it if you could let me know what kind of action is possible in the future.

Ojikoji

対応ありがとうございます。

引き続き返信を待とうと思いますのでよろしくお願いします。

もし未解決として本トピックがクローズすることになった場合は、今後どのような対応が可能か教えてもらえると助かります。

Ojikoji

Dear ojikoji,

I have tried to contact the Winningz Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter