What Happened
A player from Germany says they deposited about €900 at Winz.io and won €5,000 on a slot without a bonus. After a failed first cash-out and a cancelled second one, the casino said they had two accounts. The player says support then called it a misunderstanding and cleared the withdrawal, but the next day the account was blocked under the anti-fraud policy and the whole balance kept. The phone they played on was bought used from a friend who had also played there.
How It Developed
- 2026-09-25The player told the mediator they played only one slot, used no bonus, never registered before and played on a public network.
- 2026-10-02The player said the friend who sold them the phone had played at Winz.io, probably on that same device, and sent the support chats.
- 2026-10-15A resolver took over and asked Winz.io for its side and evidence.
- 2026-10-16Winz.io said the account was closed under its anti-fraud policy and that it would share proof privately.
- 2026-10-22After the mediator extended the deadline, Winz.io said it had sent the evidence again.
Ongoing
Winz.io says it has sent its anti-fraud evidence privately. The mediator has not responded to it yet.
What Has (and Hasn't) Helped
Too early to tell, but the mediator's questions kept coming back to the second-hand phone: a device already used at the same casino can make a new account look like a duplicate. Avoid second-hand devices for casino play, and keep any chat where support clears your withdrawal.