@rafanaldo7, You should include the screenshot of your conversation with their email support in the main post. You may also include the deposit email notifications as "proof of payment". Winz.io sends email notifications on each deposit. Anyway, I just checked your complaint on Casino Guru. Winz.io representative has replied there yesterday. Judging from their statement, you aren't going to receive the winnings from them, no matter what step you take now. They have already refunded your deposits. Winz.io representative has mentioned this clause of their terms:


Have you received any email from them in the recent months about the change of their terms? Winz.io team is partially responsible for this inconvenience if they haven't notified you about this before confiscating your profits.

Hi.
I didn't inform OP's winz.io account here. If you want you can inform them. I mainly focused on casinoguru, I see that their support has already responded in there, so they are definitely notified about this matter.

I fully understand and accept that the bookmaker can change the regulations, but the player should be notified about it.

The situation becomes even more interesting that 2 days before my account was blocked, they sent me promotional e-mails to the e-mail address registered in Poland (@.pl) and it was on October 6, only when I had a very good day and made a few wins (8 October) and when I tried to log in the next day (October 9), it turned out that my account was blocked.

Recently, Duelbits has introduced restrictions and every time I log in to their website I receive a message that:
"Your region is blocked from accessing Duelbits. Some functionalities may have been limited. If you are using a VPN, please try disabling it.
Do you have any questions regarding this restriction? Contact our support."

And this is how a bookmaker who approaches the matter honestly should behave.

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Hi.
I have added screenshots, both from one of the deposits (I can add more) and the last few email.

I did not receive any e-mail with a change in conditions. I only received e-mails with promotions and incentives for further payments I described it in the post above and of course I can provide screenshots of these e-mails along with the dates.

Of course, you are right that the casino has a provision in the regulations, but does this mean that it can change the regulations at will and confiscate winnings in the name of the regulations?
Following this, today they can add another country to the banned countries and next week take away all the players  winnings for that week. Then add another country, and another, and another, and business will continue...

I just wanted to mention that the casino's behavior was unfair and I hope that casinoguru will approach the matter in this way and if this dispute is not resolved, it will lower their rating, and here I am adding this post to warn players about the fact that today or tomorrow their country may be found restriction list and they will lose their winnings.

[moderator's note: consecutive posts merged]

I can no longer log in to winz.io, but I don't remember there being any internal mailbox there. All e-mails from them came to my main inbox.
As you say, it's a trap for players. Winz.io is quite a young casino and of course they made a mistake that they cannot now admit with honor.
I think that if they have honest intentions (and they don't for now), they will solve these issues in the future by informing the players, but why should I be the wronged now?

As I described above, Duelbits has applied this information every time I log in to my account.
I have been playing for over 10 years and whenever the bookmaker blocked my country, they notified me very carefully, there were often periods to withdraw funds, etc.
There was no communication here and the situation ended with the account being blocked.

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Hehehe, nice joke 
Of course, I also deposited small amounts of DOGE and XRP, but I actually won some money just before the account was blocked.

I know my case is for a small amount, but players who had $10,000 in winnings could have been treated just as well.
This post is mainly to warn players here 

[moderator's note: consecutive posts merged]

looks like at the moment we'll just have to see what the outcome will be on casino.guru. btw, I vaguely remember that this is not the first time I've seen a casino change its ToS and a gambler gets negatively affected by it sadly I don't remember seeing the gambler being able to get their winnings out of the gambling site.

anyway, I saw that you mentioned that they sent you promotional emails days before your account got locked, would you mind sharing screenshots of those too and putting those on the original post? also, I think you should ask casino.guru if winz.io can provide evidence if they actually made an effort to send emails to their gamblers about the changes that will happen on the gambling site's ToS, you can also try and specify if they sent you email about the changes that will happen.

Thanks for the tips. I added proof of still sending promotional emails to the main post.

No, they shouldn't confiscate your winnings as your account was created before the casino added your country in the restricted countries list. And they should block your account after refunding all your account balance. Winz.io has made another post today in your complaint at Casino Guru. They are going to refund your winnings as well. I hope you will update us here if they send your winnings to your wallet.

Somethings needed to be clarified here, you already mentioned after they made some sudden changes in their terms and conditions, why not you work by the new policies than going by what has been unacceptable anymore, if we are actually following through the updates from these gambling platforms, we may not have issues with them, for the fact that you are well aware for this change alone calls for you to also readjust to their new policies and comply completely with them, they cannot go low with their terms just to please one person when others are doing well with these same changes implemented.

Umm... did you read the thread or were you just reading the title and made your post? The sudden change being referred here is a georestriction.

Poland used to be allowed region, but then after OP registered, it's one of the excluded region, and thus OP's winning was [used to be] cancelled. OP was well aware of this change because his account got suspended. Amuse us and tell us how exactly could someone work by this new policies, to readjust and comply completely, instead of raising a dispute because it's not acceptable anymore?

And if you bother reading above, just two post above yours, you'll learn that the casino acknowledged this error from their side, and technically "go low with their terms" because they're kinda the "wrong" one here.

If he deposited the minimum required amount of fund in the site to play the game then they have no excuse to freeze or stopped his account. Or he deposits $10 which is the requirement for many casinos this days and win big then they have to pay him and allow him to withdraw his money and if they don't want him to continue with them then they should pm him and explain things to him and stop him instead of banning him suddenly like that.

From the evidences the op presented here, I don't think winz.io did well for this issue. I take winz.io as one of the best casinos in the forum so if they do one kind, they might lost their trust from me. They have to be fear in their dealing with participants and their clients.