Winbay Casino - Аккаунт игрока был закрыт.

I registered at Winbay.com casino and received a deposit bonus. Afterwards, I played games with the maximum allowed bet of €5 per spin and won €1,500. I successfully completed the wagering requirement and requested a withdrawal.

However, today I discovered that the casino has blocked my access to my account.

I contacted them by email and they replied that my account was permanently blocked and could not be appealed.

Since I didn't violate the bonus terms, I disagree with this decision and ask for help getting my money back. I'll attach a screenshot of the conversation here.

Я зарегистрировался в Winbay.com казино и получил бонус на депозит. После чего, я играл в игры по максимально разрешенной ставке 5 евро за спин и выиграл 1500 евро. Я успешно отыграл вейджер и запросил вывод средств.

Однако, сегодня я обнаружил, что казино заблокировала мне доступ на мой аккаунт.

Я связался с ними по емайл и мне ответили, что мой аккаунт заблокирован окончательно и обжалованию не подлежит.

Так как я не нарушал бонусных условий я не согласен с данным решением и прошу помочь вернуть мои деньги. Скриншот с перепиской я прикреплю здесь

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winbay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you completed account verification in the casino, or were you asked to submit any documents required for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I registered at Winbay.com casino on October 4, 2025.

And I immediately made my first deposit of 60 euros and received a bonus.

I played live dilemma games and also played slots.

I started playing straight away at the maximum allowed bet of 5 euros per spin.

However, I lost all the money pretty quickly.

The next day, October 5, 2025, I received an email with a new deposit bonus and I made a new deposit of 60 euros.

I played again with the maximum possible stack of 5 euros.

And this time I was really lucky. Because in the Voltent game "16 Coins™ x5000," I hit the bonus game, winning about €300.

Then I played the game "Black Hawk" from Voltent with a bet of 5 euros and very quickly hit a big win and my balance was already around 1700 euros.

Then I lowered the stake and played other games, successfully meeting the deposit and bonus wagering requirements. By this time, my balance was 1,500 euros.

Therefore, I did not violate the bonus wagering rules and do not agree with the account being blocked.

On October 5, 2025, and October 6, 2025, I made two withdrawal requests of 500 euros each (500 + 500). I also had another 500 euros left on my balance.

But on October 6, 2025, at 12:21 pm Kazakhstan time (+5 GMT), I received two emails stating that two of my withdrawal requests had been canceled.

I wanted to log into my Winbay.com casino account and find out what happened, but access to my account was blocked.

Afterwards, I emailed them and asked what was going on and offered to send my documents for verification. However, they replied that my account was blocked and could not be restored. A screenshot of this email is in my first comment.

В казино Winbay.com я зарегистрировался 04.10.2025 года. 

И сразу сделал первый депозит 60 евро, и получил бонус. 

Я играл в игры с живыми дилеми, а также играл слоты. 

Я начал играть сразу по максимальной разрешенной ставке 5 евро за спин. 

Однако, я довольно быстро проиграл все деньги. 

На следующий день 05.10.2025 года мне на почту пришло письмо с новым бонусом на депозит и я сделал новый депозит 60 евро. 

Я снова играл по максимально возможной стаке 5 евро. 

И в этот раз мне сильно повезло. Потому что, в игре "16 Coins™ x5000" от Voltent я поймал бонусную игру, в которой я выиграл примерно 300 евро. 

Затем я играл в игру "Black Hawk" от Voltent по ставке 5 евро и очень быстро поймал большой выигрыш и мой баланс стал уже примерно 1700 евро. 

 Затем я снизил ставку и играл в другие игры, и успешно отыграл вейджер за депозит+бонус. К этому времени, на моем балансе было 1500 евро. 

Таким образом, я не нарушал правил отыгрывания бонуса и не согласен с блокировкой аккаунта. 

05.10.2025 и 06.10.2025 года я сделал два запроса на вывод средств по 500 евро (500+500). А также на моем балансе оставалось еще 500 евро.

Но 06.10.2025 года в 12:21 часов по казахстанскому времени (+5 по гринвичу) ко мне на емайл пришло два письма, о том что два моих запроса на вывод средств были отменены. 

Я хотел зайти на мой аккаунт в казино Winbay.com и узнать в чем было, но доступ на мой аккаунт был заблокирован. 

После чего я написал письмо им на емайл и спросил что происходит, и предложил отправить мои документы для верификации. Однако, они ответили что мой аккаунт заблокирован без возможности восстановления. Скриншот этого письма в моем первом комментарии.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([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.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Winbay Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear MARKKKK,

Thank you for reaching out to us.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 : - The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 : - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, according to the aforementioned article, there is no refund or reopening available for your account.

Kind Regards,

Winbay Casino Team

Dear Pavel,

We will provide you with the details regarding the decisions made by the casino via email.

Thank you for your patience and understanding.

Kind Regards,

Winbay Casino Team

###9.1: - The Website may be used for personal entertainment purposes only. The following actions are strictly prohibited and will be considered a material breach of these Terms and Conditions:

9.4: - If we reasonably suspect that you are engaging in fraud, any illegal or improper activity or have otherwise breached the Terms, we reserve the right to take any number of the following actions at our sole absolute discretion, with or without notice: ###

• I used only payment methods that belonged to me
• played at the maximum bet allowed by your casino
• I didn't collude with anyone

My way of playing was that I took a lot of risks by playing the maximum allowed bet and got lucky.

How did I break your rules? I described the game in detail and with complete honesty.

I consider the confiscation of funds to be illegal and a violation of my rights.

###9.1: - Веб-сайт может использоваться только в личных развлекательных целях. Следующие действия строго запрещены и будут считаться существенным нарушением настоящих Общих условий:

9.4: - Если у нас возникнут обоснованные подозрения, что вы занимаетесь мошенничеством, любой незаконной или ненадлежащей деятельностью или иным образом нарушили Условия, мы оставляем за собой право предпринять любое количество из следующих действий по нашему собственному абсолютному усмотрению, с уведомлением или без него: ###

• я использовал только принадлежащие мне платежные средства
• играл по максимально допустимой ставке установленной в вашем казино
• ни кем с сговаривался

Мой способ игры заключался в том, что я сильно рисковал играя по максимально разрешенной ставке и мне повезло.

Каким образом я нарушил ваши правила? Я досконально честно описал ход игры.

Считаю конфискацию денежных средств незаконной и нарушающими мои права

Dear Winbay Casino, I have sent you further request via e-mail.

Dear Pavel,

We have provided you with a reply via email containing further evidence relating to the case.

Thank you for your cooperation.

Kind Regards,

Winbay Casino Team

Hello MARKKKK,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Winbay Casino,

I have provided you a response via the e-mail as well.

Dear Pavel,

We have checked our inbox, but we couldn't find a reply from you.

Could you please respond to the previous email in which we sent you the evidence?

Best regards,

Winbay Casino Team

Dear MARKKKK,

the casino has provided us with the sufficient evidence that confirms you making opposite bets from different accounts. Unfortunately, I cannot disclose any more details, since they include sensitive data. If you think that there has been a mistake, you still can lodge a complaint with the regulator via the license badge here. Please, let me know if you decide to do so, and redirect the regulator's response to my e-mail: [email protected], so we know that your complaint was accepted and can change the complaint's classification to "Waiting for the regulator's decision. For now, however, I must reject your complaint, since your actions are considered unfair by us.