At Winz.io, we take security and fair play seriously. Our verification processes, including KYC checks, are in place to ensure compliance with regulations and to prevent fraudulent activities, including multi-accounting and abuse of our platform.
In this particular case, the delay was due to an ongoing investigation conducted by our fraud department. The account in question was flagged for being linked to multiple other accounts using the same crypto payment wallets and displaying identical playing patterns. After a thorough review, our team confirmed that these accounts are connected.
We understand that players value transparency, and we always provide an opportunity for further clarification. If the player disagrees with our decision, they are free to escalate the case through independent third-party mediation services such as AskGamblers or Casino Guru. We are fully prepared to present all the evidence supporting our findings through these platforms.
Our commitment remains to provide a safe and fair gaming environment for all players.
It is good that you made your stance very clear by giving a very specific reply. I also understand that you can not (should not) share things like connected IPs and wallet addresses publicly here. For me personally, since you are willing to reveal such information to any reliable third-party mediator (some names you mentioned yourself) this case is a good example of how reputed casinos should react to accusations, instead of delaying the response for weeks.
Now it is up to OP, how he is willing to proceed with this. Are you going to open a case on any of the mediator platforms, mentioned by the casino in question?