On May 1, 2025, I opened a gaming account, deposited 6015.46 DOGE, played some live blackjack, and withdrew 10876.67 DOGE.

On May 5, 2025, the casino wrote to me:

"Please be informed that, after a thorough investigation, we have identified a breach of our P.10 Anti-Fraud Policy in accordance with the terms and conditions outlined in our website https://winz.io/terms-and-conditions. This violation involves development of strategies aimed at gaining of unfair winnings.

As a result of these infractions, we have taken the necessary measures to uphold the integrity of our platform and protect the interests of our community. You can request withdrawal of your deposit as an exception, all winnings has been deducted from your account due to Casino's Terms and Conditions violation. It will be confirmed and the account will be closed right after."

On May 6, 2025, I logged in to my gaming account, noticed that the casino had deducted my winnings, and that my total balance was 6015.46 DOGE; which I successfully withdrew.

I have contacted the casino, asking for a more detailed account of the nature of the alleged infraction, but the casino has declined to answer.

I have not violated the casino's terms and conditions. The casino's seizure of my winnings is unjust.

As DOGE is not an option in the currency drop-down list, the disputed amount is converted to USD.

Dear crogan,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winz Casino. 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 pass the verification before you were accused of breaching the terms?  
• Did you accumulate your winnings with or without an active bonus?
• If you can still access your account, do you have access to your betting history? If yes, could you please send it to my email at [email protected]?

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,

Natalia

Hello Natalia,

I played live blackjack only.

I passed the verification before I was accused of breaching the terms.

I accumulated my winnings without an active bonus.

I have emailed you screenshots of my betting history.

Thanks,

Carl

Thank you very much for your reply, crogan. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Thanks for the follow-up. I have emailed you the requested documentation.

Thank you very much, crogan, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear crogan,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winz Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winz Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Greetings,

Following player's winnings we forwarded their gameplay to the game provider for a routine check. Based on their investigation we were informed that the player showed strong signs of card counting. That aligns with p.10 of our Anti-Fraud Policy, namely "development of strategies aimed at gaining of unfair winnings". That being said we confiscated the winnings and refunded player's deposit.

Thanks, Winz

I have not engaged in card counting during my gameplay.

The responsibility lies with Winz to substantiate their claim of card counting. Merely stating that it occurred is insufficient without concrete evidence to prove such an allegation.

It is unlikely that conclusive evidence of card counting exists, given my brief game history. Specifically, I played only 35 blackjack hands in a single session, and bet sizing was generally consistent. Among these, 34 hands involved bets of 20-25 USD. Occasional adjustments through splitting or doubling escalated certain bets to 40-50 USD, as reflected in recorded game history. There was only one (1) unique instance where I significantly increased my bet amount to 985 USD. It is insufficient and inconclusive to derive evidence of card counting from a single sizable bet increase. Even if such a bet adjustment aligns with strategies commonly associated with card counting, this could easily represent a coincidental decision rather than deliberate strategy.

It seems inappropriate to categorize card counting as fraud under the broad "10. ANTI-FRAUD POLICY" clause. Confiscating all winnings based purely on a suspicion of card counting appears excessive. According to relevant literature, card counting itself is not illegal, which explains why land-based casinos are not permitted to confiscate winnings accrued through such methods legally; it offers only minimal advantages over normal play; distinguishing card counting from intuitive gaming, such as sensing when a deck is favorable, is extremely difficult, if not impossible, and intuition-based betting cannot reasonably be classified as fraudulent behavior.

Dear Winz Casino,

Thank you for your clarification.

If possible, could you please provide additional details and any supporting evidence related to the case, such as the game provider’s report concerning the allegations? You are welcome to share the information directly in this thread or send it to my email address at [email protected].

Thank you for your cooperation.

Hey Kubu,

I have emailed Jakub.

Thanks, Winz

Dear Winz Casino,

Thank you for your message.

I have followed up with some additional inquiries and would appreciate your prompt attention and response at your earliest convenience.

Looking forward to hearing from you soon.

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.

Hi Jakub,

I have replied to your email again. Please confirm receipt.

Thanks, Winz

Dear Winz Casino,

Thank you for your recent communications and for providing the relevant evidence regarding the matter at hand.

After thoroughly reviewing the provided data, I acknowledge that the notable increase in bet size on one occasion could appear suspicious. However, based on the overall context and available information, this single instance does not constitute sufficient proof of any policy violation. As outlined in my previous correspondence, from our perspective, card counting in itself does not inherently provide the player with an unfair advantage over the casino's built-in house edge.

The game log indicates a total of 35 hands played, with only one significantly increased bet. This sample size is too limited to draw any definitive conclusions. Furthermore, we generally support a casino’s position when there is clear evidence of third-party software usage or automated behavior. In such cases, player actions typically reveal recognizable patterns - such as systematically avoiding betting until favorable true counts are reached, table hopping without placing bets, or engaging in prolonged observation without participation.

In contrast, the behavior observed in this instance does not align with such patterns. The player participated on two tables and placed bets at relatively regular intervals, with no extended waiting periods or other indications of automated or software-assisted play.

Given the lack of conclusive evidence supporting claims of fraudulent behavior or use of prohibited tools, we believe the decision to confiscate the player’s balance is not sufficiently justified. Therefore, I respectfully request that you reconsider your decision in this particular case.

I look forward to your response and appreciate your attention to this matter.

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.

Hi Kubu,

I have emailed you again regarding this case on the 18th of June. Did you receive it ?

Thanks, Winz

Dear Winz Casino,

Thank you for your detailed response and for sharing your perspective on this case.

As previously outlined, we fully understand the need for online casinos to protect themselves from players attempting to gain an edge through strategies such as card counting in games like Blackjack or Baccarat. However, it's important to highlight that card counting only offers a marginal and often negligible impact on the house edge. Moreover, it is a technique that can be identified early and effectively neutralized through operational measures such as more frequent shuffling of cards.

We believe online casinos should align their approach with the standard practices observed in land-based casinos. In traditional settings, players identified as card counters are typically warned, restricted from play, or asked to leave the premises. Crucially, they are still allowed to retain their legitimately won chips. In the same spirit, we are of the view that card counting - unless assisted by external software or devices - should not constitute grounds for voiding winnings.

For your reference, please see our article elaborating on this topic: Card Counting in Blackjack – www.kpvfaw.com.

In the case at hand, it appears the decision to confiscate the player's winnings is based primarily on an outlier bet and a statistically unusual win. However, even the report provided by the game supplier does not directly demonstrate any breach of terms that would justify such action. While we respect your right to close a player's account at your sole discretion should you find their play undesirable, we strongly believe that winnings accrued up to that point - absent any proven violation - should be honored.

I therefore kindly urge you to reconsider your stance in this matter. I appreciate your time and attention and look forward to your response.

Hi Kubo,

Ok, thanks for the feedback. I will talk to Head of CS asap.

Thanks, Winz

Hi both,

I have spoken to CS.

Based on our dialogue and the information you have provided they have now reinstated your winnings.

You may withdraw the funds.

Thanks, Winz

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear crogan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo