What Happened
A player from Italy says Winz approved their ID but the automatic liveness check kept freezing because it could not reach the camera, on every device and browser they tried. They say they emailed a selfie with ID and a utility bill for a manual check and only got template replies, with $230 of their own money locked. The player also says support first offered to pay back just the deposit, then withdrew the offer. Winz told the mediator it had closed the account under its anti-fraud rules.
How It Developed
- 2026-08-25Complaint opened. The mediator first asked the player to allow 14 days for the payout.
- 2026-08-27The mediator asked when documents were requested and sent, whether a bonus was used and for a screenshot of the verification page. The player said the winnings came from live roulette with no bonus.
- 2026-09-03A resolver invited Winz. The casino replied that its anti-fraud policy was the reason for closing the account, and shared the details privately.
- 2026-09-04Because of the casino's concerns, the mediator asked the player for a fresh unedited selfie and a 30-second video showing both sides of the ID next to their face.
- 2026-09-18No reply after a one-week extension, so the complaint was closed. It can be reopened.
Abandoned
The player stopped responding after the mediator asked for a selfie and ID video to answer Winz's anti-fraud concerns.
What Helped
The mediator offered a way around the broken liveness check: a selfie and a short ID video sent directly to Casino.guru. The player never sent them. If a casino's automated check fails for you, that manual route through the mediator is the one to take.