Winz.io Casino Support Thread

[cocopop3011]

Hi and welcome to the support thread for Winz.io Casino . Please help me in welcoming our brand new casino rep, Juri @winz_juri

You can either PM our rep directly here - @winz_juri

Or use this thread to ask any questions. 

[winz_juri]

Hello everyone,

Please do not hesitate to ask here any questions related to our casino or affiliate program or even share your ideas on how to improve our service.

If you need some quick assistance then we recommend contacting our live chat support agents who are available 24/7 and will be happy to help you.

In case if something went terribly wrong and you have a complaint then feel free to share all the required information HERE and we will do our best to solve the issue ASAP.

If you are just happy with our service, wager-free rewards and lightning fast withdrawals then definitely share your experience with other players on Winz.io Casino review page.

Regards,
Winz.io

[winz_juri]

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[Blackjax]

Just checked out the new site. Your team has done an amazing job.

[winz_juri]

On 11/19/2021 at 3:31 PM, Blackjax said:

Just checked out the new site. Your team has done an amazing job.

Thank you! We tried hard and this is only a beginning. Still few fixes to make sure this version is near perfect and  then we will keep adding usability and entertainment features. Lots of ideas 

[winz_juri]

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[Hellridah]

Hi there , 

I seem to be having an issue with a withdrawal a maximum amount of cash outs rule was invoked on me just before when I struck the third 

withdrawal persuant to the terms and conditions : https://winz.io/terms-and-conditions 

 

Your cashout at August 29, 2025 10:23 for the amount of 410 NZD was canceled.

 

According to our T&C, players wagering in EUR can make up to 2 (two) withdrawals per day and up to 7 (seven) per calendar week.
More information can be found here: https://winz.io/terms-and-conditions

It would seem that it is a new day and I had another rejection due to the rule 

I'm confused I don't see anything in here that relates to a time period forward from a cash out only reference to a calandar week : 

Conversation with Winz
Started on August 29, 2025 at 03:36 PM Sofia time EEST (GMT+0300)

---

03:36 PM | Tane Marshall: Hello

03:37 PM | Arthur from Winz: Hello, Tane

03:37 PM | Arthur from Winz: How can I help you today?

03:37 PM | Tane Marshall: Hi Arthur I seem to be having an issue with a withdrawal

03:37 PM | Tane Marshall: I was adviced earlier that only 2 withdrawals per day were allowed it is now a new day

03:37 PM | Arthur from Winz: Let me check that

03:37 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=05680ff21d862f085dc733cbd4c7b0f0e41fc047681dcc83a88ec3f9cdfdd3ac&req=1tdrxlj5rDFk2hL085Zhof5gZWb60Z%2BIQCqSfGA9otOpUcr2kl1FXV9KTmFH%0A6A%3D%3D%0A"]

03:38 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=ed35881896cebd5231ebc9ba91a24fcdd3f2c90e3e974a860a6b6419811d9e28&req=1tdrxlj5qD5k2hL085ZhobrvvG1VgdWhQKivfWqb7dsliw9p0qcnvPeu546N%0AaA%3D%3D%0A"]

03:39 PM | Arthur from Winz: Sorry for the confusion. What was meant here is a 24 hour period as a day, not calendar one. So you can make another cashout in 18 hours

03:39 PM | Tane Marshall: that's not very fair it only talks about per day not forward from the cash out

03:40 PM | Tane Marshall: I don't recall this ever happening

03:40 PM | Arthur from Winz: I understand that, however that is how it always was. The next cashout can be made in 18 hours only

03:40 PM | Tane Marshall: yeah its based on the calander week : According to our T&C, players wagering in EUR can make up to 2 (two) withdrawals per day and up to 7 (seven) per calendar week.
More information can be found here: https://winz.io/terms-and-conditions

03:42 PM | Arthur from Winz: So it refers to 7 withdrawals per calendar week, not towards the ones you can make per day

03:42 PM | Tane Marshall: yeah im within the rules if im not please cite the specific section please

03:45 PM | Arthur from Winz: Per day here means 24 hours period as a day as you saw in the email. I know it is frustrating to wait this out, but ot can only be paid out in 18 hours

03:45 PM | Tane Marshall: yeah there's no mention of a 24 hour period

03:45 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=08e5e38cd7587685f17bb43a32ffcef5a4188e2b7797360e5694500fc881b654&req=1tdrxln%2BpDZk2hL085ZhoefunYELOsRYFXIdjLrS1IN9ZfBTzvxygJGAKUJS%0AlA%3D%3D%0A"]

03:45 PM | Tane Marshall: these are your rules not mine ok

03:46 PM | Tane Marshall: yes but your rules are based on the calander week and it doesn't specifically state anything about a time period forward from a cash out only the calander week .

03:48 PM | Tane Marshall: its nonsensical that im being made to wait for 18 hours this is clear and evident persuant to your rules as is clearly defined .

03:49 PM | Tane Marshall: cashouts happened friday its now saturday

03:49 PM | Tane Marshall: its a new day

03:50 PM | Tane Marshall: im always being told about new days in regards to promotions

03:50 PM | Tane Marshall: but not this and there's no clear definition regarding what you've explained

03:52 PM | Arthur from Winz: The promotions and cashouts in this case are treated differently, while promotions are linked to calendar days in UTC time, cashouts are 24 hour period only. I know you want to cashout now, but this decision is final and we cannot overturn it

03:53 PM | Tane Marshall: 18 hours ok then.

---
Exported from Winz on August 29, 2025 at 03:53 PM Sofia time EEST (GMT+0300)

 

Just looking to get this cleared up please be good if you were specific about the requirements in your terms and conditions please . 

Warmly , 

 

-Tane (Hellridah) 

 

 

[cocopop3011]

46 minutes ago, Hellridah said:

Hi there , 

I seem to be having an issue with a withdrawal a maximum amount of cash outs rule was invoked on me just before when I struck the third 

withdrawal persuant to the terms and conditions : https://winz.io/terms-and-conditions 

 

Your cashout at August 29, 2025 10:23 for the amount of 410 NZD was canceled.

 

According to our T&C, players wagering in EUR can make up to 2 (two) withdrawals per day and up to 7 (seven) per calendar week.
More information can be found here: https://winz.io/terms-and-conditions

It would seem that it is a new day and I had another rejection due to the rule 

I'm confused I don't see anything in here that relates to a time period forward from a cash out only reference to a calandar week : 

Conversation with Winz
Started on August 29, 2025 at 03:36 PM Sofia time EEST (GMT+0300)

---

03:36 PM | Tane Marshall: Hello

03:37 PM | Arthur from Winz: Hello, Tane

03:37 PM | Arthur from Winz: How can I help you today?

03:37 PM | Tane Marshall: Hi Arthur I seem to be having an issue with a withdrawal

03:37 PM | Tane Marshall: I was adviced earlier that only 2 withdrawals per day were allowed it is now a new day

03:37 PM | Arthur from Winz: Let me check that

03:37 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=05680ff21d862f085dc733cbd4c7b0f0e41fc047681dcc83a88ec3f9cdfdd3ac&req=1tdrxlj5rDFk2hL085Zhof5gZWb60Z%2BIQCqSfGA9otOpUcr2kl1FXV9KTmFH%0A6A%3D%3D%0A"]

03:38 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=ed35881896cebd5231ebc9ba91a24fcdd3f2c90e3e974a860a6b6419811d9e28&req=1tdrxlj5qD5k2hL085ZhobrvvG1VgdWhQKivfWqb7dsliw9p0qcnvPeu546N%0AaA%3D%3D%0A"]

03:39 PM | Arthur from Winz: Sorry for the confusion. What was meant here is a 24 hour period as a day, not calendar one. So you can make another cashout in 18 hours

03:39 PM | Tane Marshall: that's not very fair it only talks about per day not forward from the cash out

03:40 PM | Tane Marshall: I don't recall this ever happening

03:40 PM | Arthur from Winz: I understand that, however that is how it always was. The next cashout can be made in 18 hours only

03:40 PM | Tane Marshall: yeah its based on the calander week : According to our T&C, players wagering in EUR can make up to 2 (two) withdrawals per day and up to 7 (seven) per calendar week.
More information can be found here: https://winz.io/terms-and-conditions

03:42 PM | Arthur from Winz: So it refers to 7 withdrawals per calendar week, not towards the ones you can make per day

03:42 PM | Tane Marshall: yeah im within the rules if im not please cite the specific section please

03:45 PM | Arthur from Winz: Per day here means 24 hours period as a day as you saw in the email. I know it is frustrating to wait this out, but ot can only be paid out in 18 hours

03:45 PM | Tane Marshall: yeah there's no mention of a 24 hour period

03:45 PM | Tane Marshall: [Image "image.png?expires=1756473300&signature=08e5e38cd7587685f17bb43a32ffcef5a4188e2b7797360e5694500fc881b654&req=1tdrxln%2BpDZk2hL085ZhoefunYELOsRYFXIdjLrS1IN9ZfBTzvxygJGAKUJS%0AlA%3D%3D%0A"]

03:45 PM | Tane Marshall: these are your rules not mine ok

03:46 PM | Tane Marshall: yes but your rules are based on the calander week and it doesn't specifically state anything about a time period forward from a cash out only the calander week .

03:48 PM | Tane Marshall: its nonsensical that im being made to wait for 18 hours this is clear and evident persuant to your rules as is clearly defined .

03:49 PM | Tane Marshall: cashouts happened friday its now saturday

03:49 PM | Tane Marshall: its a new day

03:50 PM | Tane Marshall: im always being told about new days in regards to promotions

03:50 PM | Tane Marshall: but not this and there's no clear definition regarding what you've explained

03:52 PM | Arthur from Winz: The promotions and cashouts in this case are treated differently, while promotions are linked to calendar days in UTC time, cashouts are 24 hour period only. I know you want to cashout now, but this decision is final and we cannot overturn it

03:53 PM | Tane Marshall: 18 hours ok then.

---
Exported from Winz on August 29, 2025 at 03:53 PM Sofia time EEST (GMT+0300)

 

Just looking to get this cleared up please be good if you were specific about the requirements in your terms and conditions please . 

Warmly , 

 

-Tane (Hellridah) 

 

 

Seems as though their terms maybe a little vague as they have not specified what a day is: 24 hours or midnight or midnight. However, the chat seems to explain that it is per 24 hours so I would suggest waiting until the 18 hour period left has passed and request again. 

[Hellridah]

20 hours ago, cocopop3011 said:

Seems as though their terms maybe a little vague as they have not specified what a day is: 24 hours or midnight or midnight. However, the chat seems to explain that it is per 24 hours so I would suggest waiting until the 18 hour period left has passed and request again. 

[shrugs] no choice really it is what it is . 

Update 30.8.25 10:37 Pm : 

Conversation with Winz
Started on August 30, 2025 at 11:59 AM Sofia time EEST (GMT+0300)

---

11:59 AM | Tane Marshall: Hello

11:59 AM | Helen from Winz: Hi there, thanks for reaching out!

11:59 AM | Helen from Winz: How may I help you?

12:00 PM | Tane Marshall: Helen why is my withdrawal still being reversed I've waited 24 hours

12:01 PM | Helen from Winz: Please be informed that you have reached your withdrawal limit for today in accordance with our Terms and Conditions https://winz.io/terms-and-conditions (https://winz.io/terms-and-conditions) 12. WITHDRAWAL POLICY.

It has not yet been 24 hours

12:01 PM | Tane Marshall: I even timed it

12:01 PM | Tane Marshall: Last support agent said 18 hours

12:01 PM | Tane Marshall: its over that now

12:02 PM | Helen from Winz: Please request a new withdrawal, it will be reviewed accordingly.

12:02 PM | Tane Marshall: I'm just going by what I was adviced ?

12:03 PM | Helen from Winz: I understand, as mentioned above, please request a new withdrawal

12:03 PM | Tane Marshall: okay ...

12:04 PM | Tane Marshall: done

12:04 PM | Tane Marshall: for reference : 03:39 PM | Arthur from Winz: Sorry for the confusion. What was meant here is a 24 hour period as a day, not calendar one. So you can make another cashout in 18 hours

12:04 PM | Helen from Winz: Thank you! As I have checked, last withdrawal was approved, it was just rejected y the system

12:05 PM | Tane Marshall: ok thank you for your time

12:05 PM | Tane Marshall: that will be all for now ...hopefully

12:05 PM | Helen from Winz: No worries! Have a great day

12:06 PM | Tane Marshall:

12:07 PM | Helen from Winz: Please use another payment method, as I have checked, it was once again rejected by the system.

12:12 PM | Tane Marshall: no i shall remain using my current payment method obviously it hasn't been 24 hours in the system

12:12 PM | Tane Marshall: by your calculations how long do i have to go ?

---
Exported from Winz on August 30, 2025 at 12:13 PM Sofia time EEST (GMT+0300)

 

After a few more rejections as their Processor was not working right I flushed the cookies , cleaned my computer of all cookies , reset my ip , and machine id 

and gee golly gosh batman the transaction was successfull ! 

 

I'm grumpy about being put through this process they need to increase maximum cashouts per day it ridiculous we can make unlimited deposits its flying 

the number 1 casino flag I suggest they modify their modus operendi , terms and conditions , Their Processor , website software synergy with the payments system , 

and I'm sure they can have a rep here I'd put that on the list as well . 

enough said im done , 

-Tane

[Hellridah]

This is the rubbish im having to put up with they took money then put it in : 

 

It's not even a joke anymore : 

 

Conversation with Winz
Started on August 30, 2025 at 01:50 PM Sofia time EEST (GMT+0300)

---

01:50 PM | Tane Marshall: Hello

01:50 PM | Marina from Winz: Hello. Thank you for contacting us! How may I help you?

01:50 PM | Tane Marshall: [Image "image.png?expires=1756555200&signature=bc7b1ac54c0b3e628be0255f836ed33e20efd8f210b27266748db17b8863dd21&req=1tdqxV78qj5k2hL085Zhod6CCkybcnlfSHycful3ugMOtaBiF9hXXnUYaMi0%0AexVuFQPfYyXd29%2FI%0A"] Yeah this isn't even a joke anymore :

01:50 PM | Tane Marshall: why did you do a visa reversal then put money in ?

01:51 PM | Tane Marshall: You took money then put money in ?

01:52 PM | Marina from Winz: Please hold on for a couple of minutes while I check the information, and I'll get back to you shortly. I appreciate your patience.

01:52 PM | Tane Marshall: I'm still owed 416.38

01:54 PM | Marina from Winz: As far as I can see, the last transaction was successful on our end. The funds were not returned. 
 I recommend contacting your bank's customer service for clarification.

01:55 PM | Tane Marshall: no a visa reversal was executed you took funds 416.38

01:55 PM | Tane Marshall: then paid funds 416.38

01:55 PM | Tane Marshall: zero received see the evidence

01:56 PM | Marina from Winz: We do not debit funds from your account unless you have submitted a request in your profile. I recommend contacting your bank to clarify the situation.

01:57 PM | Tane Marshall: you can see it clearly

01:57 PM | Tane Marshall: this is all live on a forum what are you guys doing ?

01:57 PM | Tane Marshall: https://forum.askgamblers.com/topic/12662-winzio-casino-support-thread/

01:58 PM | Tane Marshall: Your processor messed up and took money

01:59 PM | Marina from Winz: I understand what you mean, but as I mentioned, we do not debit funds if the request was not submitted. 
 
 You need to contact the bank to clarify the situation.

01:59 PM | Tane Marshall: bank didn't excute the visa reversal which took funds from my account this is clear and evident basically theft was commited

02:00 PM | Marina from Winz: Could you send me a statement in PDF format? I will forward the request to the payment system for additional review.

02:00 PM | Tane Marshall: and then funds went in bank wont know anything about it

02:00 PM | Tane Marshall: what review you should know what your processor did

02:01 PM | Tane Marshall: im going through a heap of rubbish over a simple withdrawal this is turning ridiculous

02:01 PM | Tane Marshall: ill try to block the reversal at my end

02:03 PM | Marina from Winz: I understand that this is an unpleasant situation, but please do not worry. Send me a statement showing this transaction and I will immediately submit a request to the payment system to investigate.

02:04 PM | Tane Marshall: very well standby

02:07 PM | Tane Marshall: [Attachment: "Bank Statement1.pdf"]

02:10 PM | Marina from Winz: [Image "image.png?expires=1756554300&signature=4e6edf760c8ba262631d1a5a19908e0130a190f9a95d2f444861583b7b398e7e&req=1tdqxVD5qDRk2hL085ZhoX%2Fs2BCwVdYl%2Fkd6xrHwMTofz2KCqFOLOEvxtV3a%0AWg%3D%3D%0A"]

02:10 PM | Marina from Winz: I will submit a request based on this screenshot, but could you please click this button and save the data directly?

02:13 PM | Tane Marshall: a moment please

02:16 PM | Tane Marshall: what's that i only see a magnifying glass you are provided with a bank statement i was just talking to the bank

02:16 PM | Tane Marshall: the visa transaction was sent then reversed

02:16 PM | Tane Marshall: not at our end at your end

02:17 PM | Tane Marshall: why are these issues occurring

02:17 PM | Tane Marshall: this is ridiculous

02:18 PM | Marina from Winz: I have already forwarded the data for checking and we will notify you via email as soon as we receive a response.

02:19 PM | Tane Marshall: krikey a transaction was sent and its obviously been reversed the short cut is just to push the 416.38 back into the balance and we execute a bank transfer

02:19 PM | Tane Marshall: thank you for all the stress by the way thank you

02:20 PM | Marina from Winz: Please don't worry and keep waiting. As soon as we have any information, we will contact you immediately.

02:21 PM | Tane Marshall: sounds like your processor is messed up

02:23 PM | Tane Marshall: not much information to see the processor executed a transaction then reversed it

02:24 PM | Tane Marshall: and im still owed the money

02:24 PM | Tane Marshall: it will reverse over the period of 3 days this whole process is just stuffing me around

---
Exported from Winz on August 30, 2025 at 02:25 PM Sofia time EEST (GMT+0300)

 

Obviously the left hand doesn't know what the right hand is doing .

[cocopop3011]

14 hours ago, Hellridah said:

I'm grumpy about being put through this process they need to increase maximum cashouts per day it ridiculous we can make unlimited deposits its flying 

Regardless of our opinions on what the max cash outs are, this is standard across the board for many casinos (low cashouts). You’re entitled to be grumpy of course, but with it being listed in the terms there’s very little we can do to stop this happening. 

[cocopop3011]

34 minutes ago, Hellridah said:

This is the rubbish im having to put up with they took money then put it in : 

 

It's not even a joke anymore 

I’m assuming because you’ve maxed out the number of cashouts for that day is it? 
 

[cocopop3011]

14 hours ago, Hellridah said:

and I'm sure they can have a rep here I'd put that on the list as well . 

We do have a rep, I can check if he is still active, however unless the casino are breaching their own terms I’m not sure what more the rep can do for you? 

[Hellridah]

1 minute ago, cocopop3011 said:

I’m assuming because you’ve maxed out the number of cashouts for that day is it? 
 

Nah we got passed that this is just about payment now and their horsing around now its a 3 day wait for the reversal pathetic . 

[Hellridah]

39 minutes ago, cocopop3011 said:

We do have a rep, I can check if he is still active, however unless the casino are breaching their own terms I’m not sure what more the rep can do for you? 

It's simple really they have a mickey mouse operation that can't even get a transaction correct and is turning something simple into a three part saga rep could step 

in and fix this mess and take notes its obvious what the situation is their stuffing me around that much is clear over 1 payment .

 

 

I wouldn't piss on this operation if it was on fire right now 

[Hellridah]

Krikey what choice do I have guess ill launch the complaint : keep getting told its being "looked into" how much brains do you need to understand 

that you sent the payment incorrectly because your system is flawed or ..."someone" pushed a button incorrectly which I doubt as you don't miss WINZ.IO 

you know that and I know that so lets drag this out [rolls eyes] . 

 

[cocopop3011]

20 hours ago, Hellridah said:

It's simple really they have a mickey mouse operation that can't even get a transaction correct and is turning something simple into a three part saga rep could step 

in and fix this mess and take notes its obvious what the situation is their stuffing me around that much is clear over 1 payment .

 

 

I wouldn't piss on this operation if it was on fire right now 

Can you explain what check they mean? What are they checking? This isn’t to do with how many times you can withdraw per day now is it? 

[Flatzem888]

must be a good place to play there for you to keep going back to play there... as long as the big wins keep coming and they keep paying out the cashouts (with some delays here and there). you can put up with the occasional fiascos. Winz.io have lowered their RTP's. they used to have max RTP on their slots.

[Hellridah]

17 hours ago, cocopop3011 said:

Can you explain what check they mean? What are they checking? This isn’t to do with how many times you can withdraw per day now is it? 

They weren't specific just said they were waiting for a "final" response from the payment system I've been through this before with a previous rep they need better communication synergy with their payment provider obviously someones made a stuff up who knows AG has my complaint and the details about the thing . 

I'm assuming their checking the reason why a visa payment was made and then was reversed they've actually received the money back after making me jump through hoops over the matter. 

[Hellridah]

16 hours ago, Flatzem888 said:

must be a good place to play there for you to keep going back to play there... as long as the big wins keep coming and they keep paying out the cashouts (with some delays here and there). you can put up with the occasional fiascos. Winz.io have lowered their RTP's. they used to have max RTP on their slots.

All honesty yes they have been but there's these times where they just go batshit for some reason not sure how RTP's can be lowered without breaching the terms of the license ill admit its much to risk if you had a regulatory authority breathing down your neck krikey i wouldn't stuff around and take risks . 

Also our number 1 and number 2 casino's Winz.Io and Impressario Casino both need active reps to maintain communication synergy between casino and community with the ability to solve problems could the case of a few Nooks and crannies to work out but once you have a Stable , and Working Model in place you can make money , increase reputation , and enjoy some positiveness going forward . [looks reflective about the old days]