Topic: WINZ.IO refusing to pay 1618 ADA($580) in winnings UNRESOLVED (Read 709 times)

A little rant... so, I finally caught up with long-overdue update of my list last night, and still dealing with the aftermath of my procrastination... namely a long list to cross on my to-do list, to do a follow-up and get an update for recent situation with cases that's marked as "in progress" and "active" on my list.

Anyway, this one, I visited CG, and read their ruling,



I think, with above explanation from CG, that they've also reviewed the ID and come to the same conclusion, it's safe to say that it's not a misunderstanding from winz's team or anything like we previously assumed, and that it's rather conclusive that the ID is indeed... unverifiable.

Thus, with CG's ruling, I'll mark this one as resolved in favor to the casino.

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?

---

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?
[/quote]

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.

For there rep. Please have your team verify the documents with Nigerian indentity commission, you can contact them here https://nimc.gov.ng/contact/

It seems I think your team is just unfamiliar with Nigeria or how it works

Dear Azolike,

After a thorough investigation, our verification team has determined that the new ID card you submitted is a forged document. The fonts and QR code do not match legitimate standards, and the document is a reworked version of a previously rejected document.

As previously stated, your account is permanently closed due to a violation of Section P.10 of our Anti-Fraud Policy, as outlined in our terms and conditions available at https://winz.io/terms-and-conditions. This is a clear breach of our policies.

As an exception, we have returned your deposit, but all winnings have been confiscated. This decision is final and non-negotiable.

Any further attempts to contact us regarding this matter will not change the outcome.

Best wishes,
Winz.io Team


Their response. I’d advise their representative to contact support and tell them to confirm the document with the Nigerian Indentity management commission. As they clear don’t know how Nigeria works. You go to the government offices and have the card printed.

I really do not know what to do at this point seems my only option is getting my passport which is gonna cost me $100 to get and take sometime for me to get. Changing title to unresolved, maybe their rep can manually resolve this

https://ibb.co/dg8LDhr

I have just completed the reprint of my ID at the NIMC and sent it over. This reprint is clear and if they need further verification they can request my data from Nigeria
identity management commission.

I am now waiting for a response. This process has been very stressful and inconvenient. The office for the reprint is far from where I live, and I had to pay for the reprint. I am not concerned about compensation; I just want my winnings, as it is a significant amount of money here in Nigeria.

IMO, compensation [in any form] would be nice, but it should not be a mandatory thing. If the casino provides it [and many did, voluntarily] that's good. If they didn't, then it shouldn't be a big matter worth prolonging an otherwise worth-resolved case.

It won't be fair to held the case as unresolved [not to mention leaving them a negative tag] although they've returned the player's rights and complete their obligation, will it?

Perhaps my opinion is clouded by the previous demand of compensation that I've witnessed on past cases, and the fear that --upon being encouraged-- the OP will replicate the same demands, about how greedy the demands could be. But I doubt it is. Even without those past cases on my mind, I think I'll still think that a case should be marked as resolved when both party prove and satisfied with each of their side, and fulfilled their obligation. Compensation is just a bonus.

If you deemed that a suitable compensation is needed and if not offered it will warrant the casino a negative feedback, then I can assure you that it's completely your right to implement the decision. That's how this forum and its decentralized nature intended to work: no one can dictate what you may or may not do. That's how the trust system intended to be: anyone can leave feedback.

An honestly friendly warning, though, just remember that it's your business card.

If suitable compensation is not offered, I will be compelled to leave negative feedback.

In your opinion, is compensation not warranted in this situation? Should we simply hope for fair payouts and refrain from criticism for fear of retaliation? I believe it's time to establish a precedent for fair treatment.

To be sure I understand you correctly as well as predicting in what direction this thread goes suppose OP listened to the advise, what exactly do you suggest to be OP's course of action suppose OP manages to clear his KYC issue, the casino releases his entire fund, but they don't add anything extra to compensate his lost time and the hardship? Should the thread not be marked as resolved because OP only gets his fund but not with some kind of compensation, thus it's still unresolved?

Players are not at the casino's sole discretion. Both players and casinos have established rights, and a balance needs to be struck between them. In this instance, the original poster (OP) has endured mental and physical hardship (having to obtain a new ID from a government office). This should not be disregarded. A less defensive approach is warranted. Players deserve respect and should be treated accordingly.

When a compensation is added to the amount being payable to a player, it's usually from the casino's initiative, a gesture of their good will. Previous cases [and it happened on several occasions] where players requested for it themselves, it's unfortunately casted a negative impression on the player.

I'll say, let's just focus on having the entire amount dued to Wingax first, and if the casino added some bonus, be it in form of free spin or credits with no wager requirements, then it'll be nice. But if they don't add any extra, it'll be better to leave it that way.

The information currently available suggests that OP has acted appropriately. His willingness to submit documents for third-party verification further demonstrates his credibility.
Even if WINZ.IO allows OP to withdraw his rightful winnings, the compensation for the mental strain and effort taken to bring this issue to light remains unresolved.
I strongly recommend that OP seek compensation if the casino is found to be at fault.

Please keep in mind, I made a raw crypto deposit, and my winnings were confiscated without any real reason given. All my follow-up emails asking why or how were ignored, and I wasn’t given the opportunity to upload documents again initially. That said, I do believe you’re right with your theory. These NIN cards are a newer form of identification here in Nigeria the older cards are now outdated, and their management might just be unaware of it. Here is a picture of my stake account being verified with the exact same document, so I had no reason to believe I wouldn’t be able to KYC my account. To be honest, I’ve never run into this issue before. I do have a new NIN card coming today, and it should be crystal clear. I hope it works and they accept it.

https://ibb.co/dKSRRLw

From reading this thread it seems like this could have been what has happened.

First, id like to point out, from my own experiences, online casinos tend to do this often. If you verify the account before winning, the process is easy. if your account won a nice amount, it becomes the most complicated process in the world. And it's obvious why it's done this way, esp since a lot of sites will allow you to bet your funds while they stall the process. i don't think there's anything too bad about this.

My advice would be to do the kyc before depositing, or to not do it at all, it seems like you did the worst possible thing to get flagged.


Anyway, this is what it seems like happened from what i've read.

"Funny how their automated kyc system never suspected fraud on my ID which I assume they have in place for fraud detection"
It didn't suspect it, but with the error it triggered it for manual inspection.

It seems the slips are newer and less common than the cards, and the cards are generally accepted as the official document. So i think that could be the confusion. esp since it seems the slips are more convenient and easier to obtain since you had that and not the card... it's probably low quality print on paper. Like you said, the system wouldn't have detected this, but the person doing it manually probably isn't from your country, handles documents from a lot of different countries based off of references for "official" formats.  Imagine this scenario, i'm of legal age, i use my library card "alternative" form of id, to buy beer. the cashier "would" have let me buy it, but i announced they were accepting these as proof (the way you initiated the kyc) so now the cashier has legal liabilities, if he accepts the poorly made library card which can be easily faked, he's responsible. if the 3rd party automated system accepted it, they would be. If they accepted the official document while following the guidelines, these people are trained spot, then they wouldn't be.  Even if it's generally accepted as an official id in Nigeria, i can understand where they're coming from with the liabilities.

I doubt the department that handles it is aware about slips/cards
And i don't think a selfie with the slip would make a difference. and it really is a "security issue" for them to explain or prove "why" they think it's forged... which also prevents them from defending against the allegations at the same time, but i think it's also the cause for confusion.  Mixed reasons (suspicious activity is an umbrella term for forged) but again, i can see the confusion, then offering to refund the initial deposit, I do think the customer service could have done a better job explaining the steps to get what ever needed that would be acceptable identification, even if they're not from that country.  It seems they were quick to close the account and offer a refund instead of trying to resolve it. i would immediately think scam too. if anything they should have disabled withdrawals and requested more documents.



I feel pretty certain that they will approve it when you get the "card", their reputation is worth more than $580, and i also think you should have waited and submitted the card before creating an accusation thread.

Actually, I initially thought that the problem was with your banking document, it was after reading your pictures that I have to revise my theory, that the one they found to be suspicious was your ID, as they're talking about non-original layout and QR code [that, IIRC, once scanned with QR reader, will give us basically a text format of the content of the ID]




You can do that if you want to, but that won't be much help. Mods don't meddle with scam accusations, thus they won't likely verify and vouch for you. Uploading them here would also be not quite helpful.

The best course to do right now without having to have further headache or a risk of privacy being compromised from your side is perhaps to do like what I asked --which actually the point and which you seemingly misunderstood-- on above post, to upload both ID if they allow it, or to ask them to clarify which ID do they require as it's the one that have "the right layout".

Rest assured that we're following this thread closely.

https://ibb.co/9NW5Kcd

This is there new reason for confiscation and closing the account which simply isn’t true. I did not upload any fraudulent documents. They're claiming my ID card is fraudulent. Funny how their automated kyc system never suspected fraud on my ID which I assume they have in place for fraud detection, but their manual human review says fraud 😂. It’s my legitimate government issued NIN card how can it be fraud? Please provide proof. Do I have permission to upload the documents I’ve sent winz.io to a mod here for more transparency or to verify?? Or I could upload the ID card but block out my name, NIN and dob if that helps

You got this wrong. Please reread my post and review the pictures. They closed my account and confiscated my funds without informing me to re-upload my ID. Initially, they cited “suspicious activity,” and never even gave the chance to reupload any documents, but after I started this thread and contacted their representative, they changed the reasoning to needing a re-upload of my ID.

Originally I had no issues verifying my ID through their automated system; the problem was with the bank statement/address verification.

Regarding Nigerian forms of indentification, it used to be different, but now everyone has the NIN slip card, which serves both purposes. I uploaded my NIN slip card, and Winz didn’t specify any specific forms of identification besides drivers license or passport. Honestly, I don’t think they even know the Nigerian forms of ID, as they’re saying my document is fraudulent when it is not.

I’ve ordered a brand new card today, which I will receive tomorrow, and I will re-upload it then. This case has been handled poorly by both winz.io and their rep. I don’t need to say anything else, people can see everything posted here and make their own conclusions about the casino

I would suggest you to not make the withdrawal for the time being. Not sure if this what would happen as the "clause" on their email didn't state this, but most likely than not on many past cases, requesting for initial deposit withdrawal will be perceived that you'll settle for the fund and accepted that the rest of the accumulated bonus to be voided. I'd suggest you to attempt to clear your status first, while at the same time also not touching any of the balance on your account. Be it for withdrawal or to bet.

Moving to your documents, I happened to have a privilege of being brushed with how govt. issued ID works on Nigeria from past case ^{[which reminds me... I need to ask for an update for that one]}, but correct me if I am nonetheless wrong:

Nigerian govt. provides two forms of acceptable documents, NIN and NIN slip card [which basically act as a proxy to the card]. Both documents coexist and valid as a govt. issued documents, but they have a slight different format,



Did you perhaps uploaded your NIN Slip to Winz when they require the other NIN card [the govt. card]? Perhaps you should upload both of the ID if that's possible, so they can cross-check everything themselves. And if that's not possible, ask them to specify which card they require you to use for verification purpose, and stick with it.

The ID card I used is my Nigerian NIN identity card which is government issued, which I’ve used to verify at Stake and Roobet before without any issues. It also verified fine through Winz.io's automated system.

Here is the update Winz.io provided me (see attached). They’re accusing my ID of being forged, which doesn’t make any sense and isn’t what they originally claimed. They originally said “suspicious activity”. The ID card was originally accepted by their verification system which detects fraud. So I don’t understand how they’re now claiming it’s forged. My ID card also 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 don’t accept these documents and accused me of voluntarily using a forged document for KYC so it’s my fault, which is absurd. Why would I voluntarily try to KYC with a forged document? I only KYC’d before depositing to avoid these issues. I’ve 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 it’s forged, but they haven’t 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 don’t know what else to do at this point. I don’t have a passport, as passports are only needed for those who leave the country.

https://ibb.co/58TbMVD
https://ibb.co/9NW5Kcd

It doesn't have a thing to do with the violation of the anti-fraud policies ... For a fact, KYC verifications normally requires a little time for the casinos to conduct a review before responding with an email in affirmation or something... So maybe they thought he uploaded fake documents? I'm just trying to understand the whole situation.
let's assume the wallet wasn't already funded, would your team perform the same level of scrutiny? The accusations doesn't even match your response in any case.

Umm... correct me if I'm wrong, but the situation here was that you can't verify the authenticity of one of OP's documents [I'll strongly assume it's the bank statement], and you immediately lock his account under the accusation of suspicious activity instead of allowing him to re-upload the document? Though your team has assured OP that they'll re-enable the process?

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OP, I didn't mean to be nosy, but do you mind to share the email here, for the sole purpose of transparency and a better understanding of the situation?

Hello,

Our support team has sent you an email explaining the situation regarding your account. It appears there was an issue with one of the documents you provided.

Please review the instructions in the email and resend the required documents. This will allow our support team to conduct another review of your account.

Thank you for your understanding and cooperation.

No casino will refund the deposit if you lose it. The email support has said that their decision was based on the clause 10 which is about anti-fraud policy. Their anti-fraud policy says this


So, they may not tell you the reasons of closing your account. I'm not surprised by their decisions. There is always lack of transparency on Winz.io decision making system. In the past, they were forcing users to complete the KYC verification without any proven reason. The best thing would be to submit a complaint on Askgamblers, otherwise try to reach their license authority.

No. I mean, I'm not in support of what they did cause I don't even know who's at fault but, let's not call it a scam just yet... Whatever happens, you don't even need too much publicity; If they actually scammed you, then that's on their reputation in here.
Let's wait 48 hours minimum... The reason is because they're not really active in here like before and, if at all you need a response, you'd have to exercise patience. Also, update this thread with whatever feedback you get ^{[I really need to see where this is going]}

I wouldn’t be making this thread otherwise. I believe I got scammed, or perhaps Winz.io made a mistake. I’m shocked that a reputable casino would do this.

In the similar case you linked, it says the player abused a limited promo. They were accused of colluding with other players. However, in my case, there was no specific reason given besides “suspicious activity,” which makes no sense.

I did not abuse any promo; it was a raw deposit on a new account. I only made the deposit because support said I could still deposit and withdraw before the verification was done. This is my only account on the site. I played slots, blackjack, and Monopoly. I’d post game history, but my account is now closed. If Winz.io can provide game history, you’ll see it was legitimate winnings.

I question whether Winz.io would have returned my deposit if I had lost it. Probably not.

I’ve taken the advice of this thread and messaged the rep here directly. I will give it 24 hours, and if there is no reply, I will open cases on AskGamblers, etc.

I understand your frustration at this point, but you really have to be sure that you're clean of whatever accusations they came up against you with.
The accusations they've filed against is that you violated the p10 anti fraud policy, which could be anything outside their regulatory body; It could be that you participated in collusion, or maybe you accidentally created another account besides the existing one?
Lastly, have you been involved in any of these listed problems with another casino or payment provider before now?.
This is a similar case to yours
They haven't really been active for days now though. I dunno, but I feel it doesn't have to get cold.

Start off by doing what JeromeTash said to do and pm their representative on the forum. If you don't get a reply within a day or so I can pm the owner on telegram for you and see if he will take a look.

That's awful won't pay your winnings, having your money tied up like that is no fun. It’s disappointing when a casino doesn’t honor winnings, especially after you’ve followed their procedures. It’s odd that they would allow you to deposit and play while still verifying your account. Hopefully, it gets their attention and they'll reconsider.

Exactly. I did the opposite of what they’re accusing me of. I did nothing wrong. I signed up and wanted to verify my account before depositing and playing. I was informed by support that I could still play, so I deposited funds. The deposit was a raw deposit, and I only played casino games: Monopoly, roulette, blackjack, and some slots.

After I requested a withdrawal four hours later, it was canceled, and I received an email stating “suspicious activity” detected and my winnings were confiscated, with no explanation given.

I have never had any problems when making withdrawals at Winz, also I have never even been asked nor do the KYC on my own initiative.
I think the KYC is not mandatory there, and that is why their support told you that you can deposit and play even though your KYC process has not been completed yet.
OP, do you bet on sports or casinos? and do you play with raw deposit or deposit bonus?

Things are a bit different in this case. The casino didn't ask OP to complete kyc after winning. In this case, OP wanted to verify his account even before making his first deposit, which is a wise decision.
Besides, his account wasn't banned for failing to pass kyc but because the casino "", as per their claims.

OP, you should move this topic to the scam accusation board.

Without them mentioning what kind of fraud you performed them, it's hard for us to know what exactly is going on
This casino had a slightly different issue last year, but it got resolved.

Try reaching out to their representative via PM or through their ANN thread for answers. I hope they will collaborate with you and help you out find some answers. We will be following closely.

This is terrible to see that after making winning some casino would asked for kyc and after which they would cease your fund to further make you stress throughout and then restricts your account. I suggest you should reach them on their ANN thread maybe there might be help from their representative. I think this casino has been a long one and have been existing and I don't know why such thing could just happened like that without them allowing you to withdraw your funds.

English isn’t 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 isn’t a restricted country on their website. I also provided all documentation to show this.

https://ibb.co/sJbgCN6
https://ibb.co/HPDGt77

UPDATE

Here is the update Winz.io provided me (see attached). They’re accusing my ID of being forged, which doesn’t make any sense and isn’t what they originally claimed. They originally said “suspicious activity”. The ID card was originally accepted by their verification system, so I don’t understand how they’re now claiming it’s 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 don’t accept these documents and accused me of voluntarily using a forged document for KYC so it’s my fault, which is absurd. Why would I voluntarily try to KYC with a forged document? I only KYC’d before depositing to avoid these issues. I’ve 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 it’s forged, but they haven’t 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 don’t know what else to do at this point. I don’t have a driver’s license or passport, as passports are only needed for those who leave the country.

https://ibb.co/58TbMVD
https://ibb.co/9NW5Kcd