Winum Casino— player complaints: 5 in English

The player from Indonesia's account was blocked due to alleged violations of the casino's rules regarding fraudulent activities. Despite losing multiple bets and repeatedly depositing, she could not withdraw her winnings, and she had evidence of her betting history and transactions. She said her verification documents and selfie had been approved, but her account remained pending for over 24 hours before it was blocked after she had only placed sports bets and used no bonus. We reviewed the available information but because of a lack of sufficient expertise on sports betting, we could not assess the casino’s internal investigation or explanation fairly, so the complaint was closed without a resolution.

The player from Nigeria faced account blockage after attempting to verify her account, with no communication or explanation given. Additionally, her pending withdrawal of $1065 remained unprocessed. We requested documentation and communication details from her to understand the blockage better. Despite her cooperation, the casino did not provide sufficient information regarding the account restriction or the reasons behind blocking her withdrawal. Consequently, we were unable to independently assess the case as it was related to sport betting and closed the complaint.

The player from Nigeria had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. After her account was verified, the casino blocked it and claimed she had violated its rules, while she said this was false and that her winnings of over $2,800 were being withheld. We contacted the casino and asked for an explanation and evidence, but it refused to discuss the case and provided no supporting information. As a result, we closed the complaint as unresolved due to insufficient evidence.

The player from Nigeria experienced multiple issues with Winum Casino, including a blocked $950 withdrawal and loss of access to an account balance exceeding $1,500. Despite successfully completing the verification process, the account was closed based on allegations of multi-accounting and fraud, without any supporting evidence or explanation being provided. The complaint was closed as unresolved after the casino declined to participate in the complaint resolution process and refused to provide any documentation or justification for its decision. The player was advised to consider submitting a complaint to the casino's licensing authority, although previous experience with that authority has generally not been favorable. As a result, we were unable to further investigate or independently assess the casino's actions.

The player from Nigeria reported that their account was blocked after they successfully completed and passed verification, with a withdrawal of nearly $2,000 pending at the time. The casino initially asked the player to contact its Support Team directly due to security and privacy policies, and the player later confirmed that they had contacted the casino without receiving a response. We reopened the complaint and contacted the casino again via its security email address, but no response was received. As the casino failed to cooperate with the mediation, the complaint was closed as unresolved.