winz.io vs jessicamaral (fraudster)

[jessicamaral]

Thoughts about their last message:

• "Potential connection to a fraud ring" is an extremely serious claim — but they provide no evidence, no details, and no formal notification of investigation.
• They're shifting the burden onto me to provide more documents (which I already explained are technically impossible to generate).
• This kind of language is often used to justify indefinite withdrawal delays or confiscations, especially by shady operators.
• If they were actually investigating me for fraud/money laundering, they'd suspend my account and formally notify me — not play games through support chats.

How is this casino #1 on here? I have no idea. As shown above they stall withdrawals, keep looking for excuses, takes an hour to reply and when they do its usually copy-paste type of reply (see typo in the 'history' word in two replies) and besides that, the RTP on this casino is one of the lowest I have ever seen.

 

[dunover]

*snip*

Thoughts about their last message:

• "Potential connection to a fraud ring" is an extremely serious claim — but they provide no evidence, no details, and no formal notification of investigation.
• They're shifting the burden onto me to provide more documents (which I already explained are technically impossible to generate).
• This kind of language is often used to justify indefinite withdrawal delays or confiscations, especially by shady operators.
• If they were actually investigating me for fraud/money laundering, they'd suspend my account and formally notify me — not play games through support chats.

How is this casino #1 on here? I have no idea. As shown above they stall withdrawals, keep looking for excuses, takes an hour to reply and when they do its usually copy-paste type of reply, and besides that, the RTP on this casino is one of the lowest I have ever seen.

Hello, I have had to remove your long section of chat screenies as there is too much personal detail on view. You can post them if you like, but please blank out names of both parties involved in the chat - they are not pertinent to the points raised, rather the matter itself is.

It's in the forum rules if you check.

Thanks for your cooperation!

P.S. If you aren't getting any joy, we have a PAB service and contact with Winz so the service could possibly assist in what appears to be quite a straightforward SoF matter.

Before you do that, maybe try and ask their rep to assist:

Winz.io casino

 

[dunover]

Please, do as we ask. There were still names clearly visible in your images! Many times.

 

[jessicamaral]

I'm sorry I think I got them all this time
I contacted their rep as advised

 

[dunover]

I'm sorry I think I got them all this time
I contacted their rep as advised

That's better, thanks.

As I said it's a simple enough matter, and although people view crypto casinos as less stringent when it comes to checks than heavily-regulated ones, they still exercise due diligence, any decent casino does.

I can't see this site checking for such a relatively small amount without reason. I advise cooperation and establishing a method of verification both parties will be happy to provide and accept.

If you cannot do this via their rep, as I said CM can intervene if necessary.

 

[jessicamaral]

But how can I cooperate if they keep requesting the impossible?
How do I screenshot wallet transaction with visible account holder in a non-custodial wallet?... rhetorical question. And how come if I didn't request withdrawal they would be ok with the potentially 'dirty' deposit, but when I requested withdrawal they suddenly seeing this potentially 'dirty' deposit as a problem?
Besides the fact that mentioned 'dirty deposit' exists only in their imagination.
And how can they even accuse me of anything without providing any evidence whatsoever. This, again, is just to delay the withdrawal. Keep making new excuses.
They were stalling my withdrawal for 2 days, which was still cancelable, for obvious reason. Then suddenly, after I set the daily loss limit to 1mBTC, they rejected it..... this is really low for any casino to play such games.
How greedy you must be to make millions but keep playing games when it comes to withdrawals.....
I'm waiting for their reply for 2 hours now and I still don't know what they need. ''we kindly request that your provide us with the information you are able to share''.... what does that even mean?
The truth is that they keep applying arbitrary requirements after the fact with no legal basis or technical justification.
Literally nowhere in their policy does it say they can demand wallet screenshots with account holder info — especially for non-custodial wallets..... So what exactly do they expect me to do here?

 

[dunover]

But how can I cooperate if they keep requesting the impossible?
How do I screenshot wallet transaction with visible account holder in a non-custodial wallet?... rhetorical question. And how come if I didn't request withdrawal they would be ok with the potentially 'dirty' deposit, but when I requested withdrawal they suddenly seeing this potentially 'dirty' deposit as a problem?
Besides the fact that mentioned 'dirty deposit' exists only in their imagination.
And how can they even accuse me of anything without providing any evidence whatsoever. This, again, is just to delay the withdrawal. Keep making new excuses.
They were stalling my withdrawal for 2 days, which was still cancelable, for obvious reason. Then suddenly, after I set the daily loss limit to 1mBTC, they rejected it..... this is really low for any casino to play such games.
How greedy you must be to make millions but keep playing games when it comes to withdrawals.....
I'm waiting for their reply for 2 hours now and I still don't know what they need. ''we kindly request that your provide us with the information you are able to share''.... what does that even mean?
The truth is that they keep applying arbitrary requirements after the fact with no legal basis or technical justification.
Literally nowhere in their policy does it say they can demand wallet screenshots with account holder info — especially for non-custodial wallets..... So what exactly do they expect me to do here?

@maxd

 

[SYPlayer95]

This is very odd to me. Whilst I am not an expert in the crypto field. I thought this was the whole point of it. So asking to see source of funds for crypto seems bizarre?
There's not a chance on earth any crypto casino would return funds...

 

[jessicamaral]

It's been over 10 hours with no reply—yet somehow, they did find the time to move all the Bitcoin from my deposit address to another wallet.

Can someone explain the logic here?

If, according to them, the funds were "potentially connected to a fraud ring involved in money laundering," why were they moved at all? Shouldn't those coins have been frozen or quarantined for investigation? Isn't that standard procedure?

As it stands, they’re still asking me for screenshots of transactions tied to coins that are already gone. My deposit address is completely empty. So what exactly are they investigating—and what funds are they even referring to?

It’s becoming increasingly clear that this is just another stalling tactic to delay or deny my withdrawal. And let’s be honest—even if I provided the screenshots, they'd likely just come up with yet another excuse to block the payout.

That’s the main reason I haven’t sent them—aside from the fact that their own policy makes no mention of requiring this kind of documentation. On top of that, I’ve told them at least ten times that I used a non-custodial wallet, so I simply cannot provide what they’re asking for.

And even if I could, since it's a non-custodial wallet and no account holder information exists, any screenshots they’re requesting wouldn’t show them anything they couldn’t already verify directly on the blockchain. Which only further proves that they're just stalling at this point.

 

[maxd]

Hello @jessicamaral ,

If you'd like us to look into this for you you're welcome to use our complimentary Player Arbitration (PAB) service.

If you have any trouble with that here's a guide to steer you through the PAB submission: How to submit a Player Arbitration (PAB) Ticket.

If you do proceed please ensure that you have read and will comply with the Player Arbitration Policies and Procedures. Failure to comply with the Rules could slow, damage or even cancel your PAB.

Regards,

Max Drayman
Complaints & Player Arbitration (PAB) Team Leader

 

[kuff13]

Thanks for sharing that you have problems with this casino so I know to stay away.
Ive been using crypto for deposits and never had to provide such information before. I have recently noticed tho that the casinos are doing everyhting they can to delay the withdrawals. Hope you get your money

 

[jessicamaral]

Hi all,


I wanted to update my case with Winz.io — things have only gotten worse, and I’m now dealing with two separate unresolved financial issues:


1. Withdrawal Delays With No Reason Given
I submitted a new crypto withdrawal after already completing full KYC and having my previous blocked withdrawal eventually approved — but only after a long back-and-forth fight involving contradictory requests, support stalling, and external complaints.


Now this second withdrawal is also stuck. When I asked why, I got this direct quote from support:

“We cannot locate any issues... we don’t know the reason why it isn’t being processed.”

So even their own team has no explanation, and the funds remain in limbo.


2. A $100 BTC Deposit Gone Missing
Right before my account was disabled during the last mess, I deposited ~$100 in BTC. After it was re-enabled, the deposit was not fully credited. I pointed this out with transaction screenshots — still no fix.


Summary of Issues

• Two crypto withdrawals delayed
• One was canceled previously with made-up KYC demands
• Deposit funds partially missing
• Support admits they don’t know what’s wrong
• No access to supervisors or compliance team
• Still allowed to cancel my pending withdrawal — which puts the money at risk

At this point I’m mostly sharing to warn other players: Winz.io is not operating transparently, and support can’t give real answers even when funds are at stake.


If anyone else had similar issues, or advice on next steps — I’m all ears.


Thanks for reading.

 

[maxd]

@jessicamaral , as per my caution to you on the 19th (post #10 above) you have now violated one of the fundamental rules of the PABs:

As promised your PAB is now cancelled. Good luck with your issue.

- Max

 

[SYPlayer95]

Its a shame you sabotaged your own complaint by not following the rules. I was very interested to see the outcome.

 

[Deanna]

I don't understand why it's so hard to read the PAB rules and follow them. If I was submitting a PAB, I'd do everything in my power to comply and I would read them and make damn sure know what NOT to do. It's not fun and games for the people spending time trying to resolve the issues so the process should be respected.

I too was very curious as to the outcome.

 

[jessicamaral]

@jessicamaral , as per my caution to you on the 19th (post #10 above) you have now violated one of the fundamental rules of the PABs:

View attachment 209460
As promised your PAB is now cancelled. Good luck with your issue.

- Max

You did not help at all anyway. All you did during whole process was keep lecturing me about pointless things, and asking pointless and off-topic questions.
Meanwhile Casino.guru solved the problem 2 days ago.

 

[SYPlayer95]

If you had an active complaint with CG, why would you create a PAB here. What a waste of time for the CM team.

To keep those updated - The OP has been paid and Winz have said the security team have confirmed she isnt part of a fraud ring.

 

[mulven]

If you had an active complaint with CG, why would you create a PAB here. What a waste of time for the CM team.

To keep those updated - The OP has been paid and Winz have said the security team have confirmed she isnt part of a fraud ring.

Another main rule broken I think, too.

 

[maxd]

... All you did during whole process was keep lecturing me about pointless things ...

Well, since you find our PAB Rules to be “pointless things” you’ll understand if we withdraw the offer of our PAB services to you on any future issues you might have. We wouldn’t want to waste your time and ours. It sounds like you are happier elsewhere anyway which is great, happy to hear you’ve found what you need.

Oh, FTR, the rep had already told you and us that the case was resolved, early Wednesday morning I believe. You can credit the other site if you like but it looks like the timeline says otherwise.

And last but not least we now know that you are a fraudster. Adios Cupcake.

- Max

 

[Truthsayer]

So what exactly was the issue here and what was the fraud?

 

[Truthsayer]

I noticed above it mentions that its anti-money laundering methods include demanding customers withdraw using the same methods they deposited from so it seems like if she deposited and withdrew using the same crypto address she should be fine (it says otherwise KYC procedures may be triggered). I also noticed that the site she mentions seems to handle like ten published complaints each day whereas this site is not handling as many from the looks of it so maybe she just wanted to post about it on here if she already lodged a compliant elsewhere but otherwise I don't think it should matter if she carries on talking about the problem here either after submitting a complaint and it wasn't very clear she wasn't meant to (the rule seems more related to posting in other forums than carrying on posting here).

I think the issue with non-custodial wallets she was claiming makes the casino's request impossible isn't that true either as she could have posted information about the wallets funding hers and prove they belonged to her or an established crypto company such as Kraken (they would already do fraud checks themselves) and in any case it wouldn't be hard usually to prove where the funds coming into the account were coming from (unless it was funded many months or years ago).

I found her case there I think (around the same time at least so would be a coincidence otherwise as the withdrawal amount was stated to be 0.2BTC too):

"Case summary

The player from Canada had requested a withdrawal before submitting her complaint. Unfortunately, her winnings had not been received yet. The player faced repeated demands for impossible documentation from the casino, despite having completed KYC verification. After extensive communication and a thorough investigation by the casino's security team, it was confirmed that there were no issues with her account. The player was then welcomed to request a withdrawal of her winnings, which was expected to be processed without further delays. The casino team later requested another selfie from the player, after which the player finally received the winnigs. The complaint had been marked as resolved by the player."