Winnita Casino - 決済が遅延しているとのクレームがあります。

Good evening, I have made several small withdrawals from the casino and they have not yet been processed. As a VIP player I am entitled to fast withdrawal. Usually withdrawals are processed in a few minutes, this time I have been waiting for a couple of hours. It is not the first time that when they see large winnings they delay payments

Buonasera, ho effettuato vari prelievi di piccole somme dal casino e non sono ancora stati elaborati. Essendo un giocatore VIP ho diritto al prelievo veloce. Solitamente i prelievi vengono elaborati in pochi minuti, questa volta sono già un paio d’ore che aspetto. Non è la prima volta che quando vedono grosse vincite ritardano nei pagamenti

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I would like to know in detail from the casino manager when the withdrawals will be invited since the VIP support is not helpful. And the last time the funds were not sent

Vorrei sapere dettagliatamente dal responsabile del casinò quando verranno invitati i prelievi visto che l’assistenza VIP non è di aiuto. E l’ultima volta i fondi non sono stati inviati

Coincidentally, today they tell me that to continue operations on their site, the receipt of the payment transaction on their site is sent (very strange thing), identity card and a selfie with the document. Now can I know how long it will take for these documents to be verified? Since many players are told that verification is not possible due to the poor quality of the photos, which seems to me to be a clear excuse

Casualmente ad oggi mi dicono che per continuare l’operatività sul loro sito venga inviata la ricevuta della transazione di pagamento sul loro sito (cosa molto strana), carta d’identità e un selfie col documento. Adesso posso sapere in quanto tempo verranno verificati questi documenti? Visto che a molti giocatori viene detto che la verifica non è possibile a causa della scarsa qualità delle foto che mi sembra palesemente una scusa

I uploaded the documents about 5 hours ago and still have not received a response from winnita. And the documents are still under review

Ho caricato i documenti da circa 5 ore e ancora non ho ricevuto risposta da winnita. E i documenti risultano ancora in revisione

To date, still nothing, the documents are being reviewed and have already been rejected several times, in all this I have to withdraw the sum of €11,500

Ad oggi ancora nulla, i documenti sono in fase di revisione e sono già stati rifiutati diverse volte, in tutto questo devo ritirare la somma si 11.500€

Now they're asking me for a photo of the bank card I used to make a deposit on June 19, which is almost a month ago. What's the procedure? Can you please help?

adesso mi chiedono la foto della carta bancaria con cui ho effettuato un deposito il 19-06 cioè quasi un mese fa. Che prassi è? Potete intervenire cortesemente

Documentation successfully verified yesterday. I've been waiting five days for withdrawals, but still no news. I've even made withdrawals of small amounts like €50, which usually take a few minutes to transfer to my account, but even those haven't arrived. As stated in their terms and conditions, they guarantee withdrawals within three days for amounts less than…

Documentazione verificata ieri con successo, ad oggi sono 5 giorni che aspetto i prelievi ma ancora nessuna notizia. Ho fatto prelievi anche di piccole somme come 50€ che solitamente impiegano pochi minuti ad essere trasferiti sul conto ma non sono arrivati nemmeno quelli. Come scritto nei loro termini e condizioni garantiscono prelievi entro 3 giorni per importi inferiori a…

Is there anyone who answers this forum? Can I speak to the casino manager?

C’è qualcuno che risponde su questo forum? Si può parlare con il responsabile del casinò?

Good afternoon,

I have reviewed your inquiry and forwarded the information to the financial department for clarification. As soon as I receive any updates, I will get back to you immediately!

Thank you for your reply, the amount has increased at the moment but the current withdrawals are around €4,500, I await your reply.

La ringrazio per la risposta, la somma è salita al momento ma i prelievi attuali sono di 4.500€ circa, attendo sue

Good evening, do you have any updates from the finance department? Thanks in advance.

Buonasera, abbiamo aggiornamenti dal reparto finanziaro? Ringrazio in anticipo

Apparently the casino representative hasn't been able to respond after 24 hours, which is quite strange and gives rise to much thought.

If a casino cannot meet its payment terms or at least provide transparent communication, it should not even be operating.

I want to receive payment within 48 hours at most.

If not, I will proceed with more extensive public reporting and action on every available platform.

There are 21 withdrawals pending on my account at the moment, all of which have been processing for 9 days and no news on them.

I repeat, if I don't see the money within 48 hours, I will proceed with all possible reports, including the Italian Financial Police, with the goal of having your license revoked if you have one and the site shut down. Otherwise, I would be happy to cooperate.

Greetings

A quanto pare il rappresentante del casinò non sa dare risposta dopo 24 ore, cosa alquanto strana e che fa pensare molto.

Se un casinò non è in grado di rispettare i propri termini di pagamento o almeno di fornire comunicazioni trasparenti, non dovrebbe nemmeno operare.

Voglio ricevere il pagamento entro 48 ore al massimo.

In caso contrario, procederò con segnalazioni pubbliche più estese e azioni su ogni piattaforma disponibile.

Ci sono 21 prelievi in corso al momento sul mio account, tutti in elaborazione da 9 giorni e nessuna notizia al riguardo.

Ripeto, se entro 48 ore non vedo il denaro procedo con tutte le segnalazioni possibili, compresa la guardia di finanza italiana con l’obbiettivo di farvi ritirare la licenza se l’avete e farvi chiudere il sito. Al contrario sarei lieto di collaborare

Saluti

Today they're asking for document verification again, this time asking for photos of a credit card from the one previously requested. On July 10, 2025, I received a successful verification email. Today, they're asking for documents again.

I ask you to intervene immediately, otherwise I will proceed tomorrow with the complaint for fraud and identity fraud since the documents apparently are not needed to carry out the checks and the casino continues to look for loopholes to avoid paying the winnings as confirmed by 90% of users.

Ad oggi chiedono nuovamente la verifica dei documenti, questa volta chiedono le foto di una carta di credito da quella richiesta in precedenza. Il 10-07-2025 mi è stata inviata la mail di verifica effettuata con successo oggi mi chiedono nuovamente i documenti.

chiedo di intervenire immediatamente, altrimenti procederò già domani con la denuncia per truffa e frode d’identità visto che i documenti a quanto pare non servono per effettuare le verifiche ed il casinò continua a cercare escamotage per non pagare le vincite come confermato dal 90% degli utenti

Now, after uploading the back of the requested card for the fifth time, it has been rejected because they require a clearer photo. Keep in mind that the photo can be clearly seen even from meters away, but let's continue, gradually attaching everything to the complaint.

Adesso dopo aver caricato il retro della carta richiesta per la quinta volta è stata rifiutata perché chiedono una foto più nitida. Teniamo presente che la foto si può vedere chiaramente anche a metri di distanza, ma continuiamo, pian piano alleghiamo tutto alla denuncia

Let me summarize what happened in recent days:

On July 7, 2025, I requested withdrawals totaling approximately €5,000.

On July 9th, I was asked for KYC verification, which was successfully completed on July 10th.

From July 10th to 15th I did not receive any communication or credits.

On July 15th, instead of proceeding with the payments, I was asked to perform a second account verification, which also passed successfully.

Starting the next day, I started receiving only a portion of the amount, for a total of about €1,000.

On July 21, given the uncertain situation, I cancelled the remaining withdrawals and requested a new one for €1,300, confident that it would be processed within the 5 working days required by the regulations.

As a VIP customer, I ask for maximum punctuality and professionalism, especially considering that by regulation, withdrawals should be faster for users at this level.

I reserve the right to process further withdrawal requests in the coming days, but I hope to see a significant improvement in processing times.

I await concrete feedback.

Riassumo quanto accaduto in questi giorni:

Il 7 luglio 2025 ho richiesto prelievi per un totale di circa 5 000 €.

Il 9 luglio mi è stata chiesta la verifica KYC, che è stata completata con successo già il 10 luglio.

Dal 10 al 15 luglio non ho ricevuto alcuna comunicazione né accrediti.

Il 15 luglio, invece di procedere con i pagamenti, mi è stata chiesta una seconda verifica del conto, anch’essa superata positivamente.

A partire dal giorno successivo, ho iniziato a ricevere solo una parte dell’importo, per un totale di circa 1 000 €.

Il 21 luglio, vista la situazione incerta, ho annullato i prelievi rimanenti e ne ho richiesto uno nuovo da 1 300 €, fiducioso che venga evaso entro i 5 giorni lavorativi previsti dal regolamento.

In quanto cliente VIP, chiedo che venga rispettata la massima puntualità e serietà, soprattutto considerando che da regolamento i prelievi dovrebbero essere più rapidi per gli utenti di questo livello.

Mi riservo di procedere con ulteriori richieste di prelievo nei prossimi giorni, ma auspico un netto miglioramento nei tempi di elaborazione.

Resto in attesa di un riscontro concreto.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm whether you currently have only one pending withdrawal of €1,300?

Also, can you confirm that your account is now fully verified?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes, I currently have only one withdrawal request for €1,300. The winnings were with real money and the account is verified.

Si, per il momento ho solo una richiesta di prelievo da 1.300€. Le vincite sono state accumulate con soldi reali ed il conto è verificato

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Winnita Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I hereby present the highly unfair practice by the casino

I only have one withdrawal of €1,300 pending at the moment, which should take a maximum of 5 business days according to their rules, but they say they also take previously cancelled withdrawals into account, which is completely nonsense. I'm requesting immediate action because I need to proceed with other withdrawals, and this situation has been going on for about a month.

Rendo qui presente la pratica altamente scorretta da parte del casinò

ho soltanto un prelievo di 1.300€ in corso al momento che dovrebbero impiegare al massimo 5 giorni lavorativi secondo il loro regolamento, ma dicono che tengono conto anche degli importi dei prelievi annullati in precedenza, cosa assolutamente senza senso. Chiedo un intervento immediato perché dovrei procedere con altri prelievi e la situazione va avanti da circa un mese

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon,

At the moment I see that the withdrawal requests are in the process of payment. There are 1350 euros left for withdrawal, these are three applications of 450 euros. The first will be withdrawn on 30.07.2025, the next on 31.07.2025 and the last on 01.08.2025 respectively. I apologize for the delays, but the security service needed more time to check than usual.

Winnita Casino, thank you for the information!

Emanuele2525, please, let us know when you will receive your final withdrawals!

Thanks for your reply, I would like to ask the casino manager if he can kindly follow up on the next withdrawals as the withdrawal times indicated in the terms and conditions are often not respected.

Grazie per la risposta, chiedo al responsabile del casinò se cortesemente può seguire anche i prossimi prelievi visto che spesso e volentieri nom vengono rispettati i tempi di prelievo indicati nei termini e condizioni

Emanuele2525, have you received your final withdrawals?

Good afternoon. The last payment was successfully withdrawn on August 10th.

Dear Emanuele2525,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I'm waiting for the last €362.65

Buongiorno, sto aspettando gli ultimi 362,65€

Dear Emanuele2525, have you received your final withdrawal?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Emanuele2525,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel