English isnt my first language so forgive me. Used ChatGPT to help.
I recently signed up with Winz.io casino and wanted to verify/kyc my account immediately. The auto-verification process accepted my ID card and face scan but did not accept my bank statement. I contacted support, and they informed me that a manager would reset the system so I could reload the statement for address verification.
During this time, I asked support if I could still deposit and withdraw funds, and they confirmed that I could. I deposited 170 ADA and played, eventually winning 1618 ADA and requested a withdrawal. However, the withdrawal was never processed. Approximately six hours later, I received an email stating that my winnings were confiscated due to suspicious activity stating fraud, which makes no sense to me. I have never done this
I sent a follow-up email asking for proof of the alleged suspicious activity and reiterated that I was told by support that I could play while waiting for the verification process Winz.io never replied to the email. So I am now posting here. Attached are screenshots of all relevant communications.
I am from Nigeria which isnt a restricted country on their website. I also provided all documentation to show this.
https://ibb.co/sJbgCN6https://ibb.co/HPDGt77UPDATE
Here is the update Winz.io provided me (see attached). Theyre accusing my ID of being forged, which doesnt make any sense and isnt what they originally claimed. They originally said suspicious activity. The ID card was originally accepted by their verification system, so I dont understand how theyre now claiming its forged. My ID card has my NIN on it, which is the SSN for Nigeria.
I replied with a selfie holding my ID, another bank statement, and my school certificate which also has my photo. For further verification. They said they dont accept these documents and accused me of voluntarily using a forged document for KYC so its my fault, which is absurd. Why would I voluntarily try to KYC with a forged document? I only KYCd before depositing to avoid these issues. Ive never had any issues doing KYC with my ID card at other casinos.
The ID is issued by the government of Nigeria, and I asked Winz.io to provide proof that its forged, but they havent replied. Because of this, I went to the government offices today and paid for a new ID, which I will have in 24 hours.
I dont know what else to do at this point. I dont have a drivers license or passport, as passports are only needed for those who leave the country.
https://ibb.co/58TbMVDhttps://ibb.co/9NW5Kcd