Topic: WINZ.IO refusing to pay 1618 ADA($580) in winnings UNRESOLVED (Read 628 times)

I’m using all available resources to resolve this because I know I’ve done nothing wrong. I immediately KYC with the casino to avoid issues like this. My documents are valid, and Winz is mistaken. I believe they might be unfamiliar with Nigerian NIN IDs. This is Nigeria. It’s not the greatest country and there are currently nationwide protests against the corrupt government.

It's possible for different outcomes to occur. There was another case where a user opened up a complaint on Askgamblers, and they rejected it without going any further, stating that the user must follow the ToS there by favoring the casino at that time. When he took the complaint to CasinoGuru, after a deep investigation, the verdict came out in the customer's favour. I just don't remember the thread to that case.

My original first case with ask gamblers I was lazy and just linked this thread and didn’t really explain much of it. Which is probably why it got denied, when I went to make a new ask gamblers case detailing and explaining everything it was immediately rejected due to multiple claims. Thus why I made a proper case with casino guru this time using a different mediator

I can't find your case on AG, it seems it never passed its preliminary screening to be posted and mediated, so I can't get a way to understand why it got rejected. Do you mind to share their response and rejection to your request?

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Perhaps they will, I can see that Tomas responded and requested OP to share his ID to be reviewed, so probably there is some hope for OP.

If ask gamblers denied your claim and gave you a reason as to why, why do you think casino guru will be different? I'm all for a guy getting paid if it's a legit complaint, but when the mediator is siding with the site it looks like case closed man. I don't think you're going to get a different result with a different mediator.

Semi good news I opened up a casino guru complaint which is now open. Provided all documentation and they are now contacting winz. Will post here the progress

Ask gamblers rejected claim. Citing terms of service. No clue what the next step would be. Looks like I’ll never get my winnings. Winz is a scam. Only casino I’ve ever had this issue with

Alright, keeps us updated on the outcomes regarding the open complaint since we don't have access to the thread. That will be very crucial for us too when making a verdict or feedback about the casino.

Made a askgamblers case. Waiting on them

According to OP, the print is actually clear for this one, so I imagine there couldn't be a better print than what he currently have right now. One thing that I'd like to suggest that probably could tackle this issue, suppose OP tell the whole story and did not fake a credential...

winz.io, as you can't verify OP's ID [QR and font and all], and though you've suggested a resolution through AG, is it possible for you to give OP one more chance of verification where he perform a video verification, holding his ID to show to you that the photo on the ID is the same as the person holding it, and --using another phone while still being live call with you-- scan their own card themselves to show you that the reading shows a valid data?

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OP, I'll be honest and kick myself in the butt: that idea above is stupid. Doable, but stupid. If you don't mind to have a mediation with AG, then start the process immediately to save your time, as it trumped my idea above by hundred of kilometers. AG has the necessary tools and experience to verify credential and if your whole narrative is true, then you can rest assured that they'll most likely validate your NIN.

Otherwise, try to shoot winz with my suggestion above, just in case they didn't come back to this thread anymore and missed my [stupid] suggestion.

How certain are you that the Ask gamblers mediators won't require you to send them the better Print? What will you do in case they requested that from you?
I have observed some cases in the past and at times they may need to prove beyond reasonable doubt that you are innocent, and your concern is genuine.

So have an open mind in case that ask you for the better quality print.

Yes, when I scan the QR code myself, it brings up my information. I don’t think Winz.io uses an app to scan it, which is why I suggested they can confirm with the Nigerian National Identity Commission. I can also get a better quality print at the Federal HQ building, which is probably the ID card Winz.io is used to seeing from Nigeria, but it will cost me $25 for printing and travel. I’m not sure if it’s worth it at this point. I will be opening a case on AskGamblers.com.

I'll suggest you to follow what Mahdirakib suggested, it's currently the best path you can take. Umm... one curiosity, perhaps a bit stupid for me to ask, but I guess better be safe than sorry. To eliminate any chance of error, like they perhaps mixed up some data, do you mind to scan your own QR and see if it matched your own ID? Don't send the result here, just do the test for yourself.

If I may... just to make sure we crosses every T and dot every I, your experienced verification team runs OP's ID layout, QR code, font, and the rest of it against both of Nigerian ID? Or are they referring to and requesting a specific ID [be it the Slip Card or the NIN] and OP happened to provide its counterpart which [as I've shown on an attachment few posts above] indeed have different format?
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I’m sure they’re just comparing to others they received and assuming it’s fraud. They dont understand how Nigeria works. Here in Nigeria you have to get your NIM card printed(some prints are higher quality then others) for example if you go to the federal building you’ll get the best print. Here in Nigeria you’re identified by your NIM number and scanning the QR code. It’s linked to your bank account and everything. I’ve provided multiple bank statements, 2 different NIM cards(one being a fresh print) my school certificate and they still claim fraud and confiscate my winnings. I do not understand as this matter can be easily resolved by contacting the NIC

WINZ.IO is the first and only casino I’ve ever had issues doing KYC on.

Winz.io representative has already suggested that what you can do now. You may also submit your complaints on Askgamblers, they can also verify the legitimacy of your documents. My experience isn't good at Winz.io as they had forced me to complete the KYC verification unethically. Still, I can say that they won't reject the documents if it was legit. Try to capture or scan your documents properly, all the corners of the documents need to be visible properly.

This is a joke. WINZ is just clearly unaware how Nigerian IDs work. All they have to do is contact the Nigerian Identity commission to verify it’s legit. I’ve provided their contact info and they don’t even care. So I will contact NIM personally explain the situation and have them email winz.io. A mistake has been made.

If I may... just to make sure we crosses every T and dot every I, your experienced verification team runs OP's ID layout, QR code, font, and the rest of it against both of Nigerian ID? Or are they referring to and requesting a specific ID [be it the Slip Card or the NIN] and OP happened to provide its counterpart which [as I've shown on an attachment few posts above] indeed have different format?

Upon careful review by our experienced verification team, both identification documents you provided were found to be fraudulent. As a result, we are unable to complete the verification of your account, and it will remain closed at this time.

If you believe there has been a mistake, you have the right to appeal this decision. Please direct your appeal to the Curacao licensing authority, who oversees our operations. Should they contact us regarding your case, we will promptly provide them with all the evidence and documentation that led to our decision.

We appreciate your understanding and cooperation in this matter.

I’ve contacted their rep. I don’t know what else to do at this point, seems my winnings are lost. If anyone can advise on what other actions I could take please let me know

The casino's handling of this situation appears overly rigid and potentially uninformed about Nigerian identification processes. Their quick dismissal of the submitted ID and refusal to engage in further dialogue demonstrates a lack of cultural understanding and customer service.
By not allowing for additional verification methods or contacting Nigerian authorities directly, they're potentially alienating legitimate players.
This policy seems to unfairly penalize customers from countries with different documentation standards. The casino should consider implementing more flexible verification procedures that account for international variations in ID issuance, rather than applying a one-size-fits-all approach that may incorrectly flag genuine documents as fraudulent. Their current stance risks losing honest players and damaging their reputation in emerging markets.