Hello.

I created an account on winz.io on June 8, 2022.

At that time, the casino had no restrictions on Polish players. This information was also available on the casinoguru website.

Based on and trusting the casinguru review, I created an account there.

However, on October 9, my account was suspended, tell me that winz.io does not accept players from my country.

Thus paying out my deposits, but confiscating all my winnings amounting to approximately $300 (equivalent in ETH, XRP, DOGE).

I did not receive any information about Poland being added to the list of unacceptable countries, no e-mail, no private message to the account, no push-button - as reputable casinos sometimes do when changing the regulations.

The most interesting thing is that on October 6 I was still receiving promotional emails from winz.io, and the account was blocked after larger winnings over the weekend.

Hence, it is likely that as long as you are losing in winz.io, you are welcome, but when you start winning, they refer to the point of the regulations prohibiting the game.

Of course, when my account was blocked, the casinoguru website still said that Polish players were accepted. Only now I see that this information has been changed.

Of course, I accept that you cannot play in the casino, but when the regulations change, the casino should inform players about it and allow them to withdraw their funds so as to part with them peacefully, and not allow them to play and then confiscate their winnings.

Please help me solve this matter.

Best Regards

Rafa?

Hello rafanaldo7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winz.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much real money balance did you have at the time the casino blocked your account? Did you have any active bonus at that time? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi again,

At the time of blocking, I had over $500 in my account.

About half of this amount was refunded (refund of deposits).

At this moment, I cannot tell how much is left in the account because I do not have access to the blocked account.

I had no active bonus during the account block.

The last e-mail from winz.io is from October 14 and they inform me once again about breaking the regulations and that the decision to block the account is final and is not subject to further consideration.

Hello rafanaldo7,

Can you please forward all the communication between you and the casino to [email protected]?

As per your request, I have sent all communication via e-mail.

Hello rafanaldo7 and thank you for all the information provided. I will now forward your complaint to my colleague Tomas ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi rafanaldo7,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Winz.io Casino to join this conversation and participate in the investigation.

Can you please comment on the player's issue? Why have you confiscated their winnings when there was no warning about Poland being a restricted country?

Thank you.

Kind regards,

Tomas

Dear Player,

Please be informed that before creating an account, all players are required to carefully read and accept our casino’s Terms and Conditions, which can be found at https://winz.io/terms-and-conditions. According to C.2: "The Casino reserves the right to unilaterally change these Terms and Conditions when such need occurs. We will do our best to notify our players of any significant changes by email. However, we do recommend all players revisit this page regularly and check for possible changes.

"In addition to that, we would like to draw your attention to C.3 of the abovementioned T&C: "Users from Poland are not allowed to deposit and play real money games. The Casino cannot guarantee successful processing of withdrawals or refunds in the event that player breaches this Restricted Countries policy."

By accepting these Terms and Conditions on 08/06/2023, you acknowledged and accepted full responsibility for ensuring compliance with the laws applicable to you. Regrettably, due to this matter, your account has been disabled right after you were allowed to withdraw the full amount of your deposits (all the winnings were confiscated).

Best regards,

Winz.io Team

Dear player,

We truly appreciate your feedback, as customer satisfaction is our top priority, and we strive to ensure that every experience with us is positive.

In light of your feedback, we have thoroughly reviewed the situation, and we recognize that clear communication is key to ensuring a positive customer experience. While our terms and conditions provide updated information on restricted countries, we understand that there might have been some oversight on the player's part.

Considering the unique circumstances surrounding this case, we have decided to make an exception. We will refund the deducted amount of winnings to the player in full. Our aim is to demonstrate our commitment to fairness and customer satisfaction, even in cases where there might be uncertainties.

We appreciate your understanding and want to assure you that we are continuously working to enhance our communication channels to avoid similar situations in the future.

Best regards,

Winz.io Team

Thank you very much, Winz.io Casino, for giving this case a chance to be resolved successfully.

Dear rafanaldo7,

I hope this is good news! Can you please update us once you have received the payment so we can consider the case resolved?

Hello.

Yes, I wanted to let you know that all winnings were refunded today.

I would like to thank the CasinoGuru team for their help in this matter, without you I certainly would not have been able to obtain a positive result.

I hope that the winz.io team will draw conclusions and treat its customers better and more honestly.

Regards!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, rafanaldo7, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas

www.kpvfaw.com