Winnita Casino - 選手の退出手続きが遅延しています。

On March 17th, I requested a withdrawal of €290. After three days, they told me the account was being verified. They also performed a verification in January, which was then resolved. This latest verification has been ongoing for 40 days. They also told me in chat to cancel the withdrawal and redo it. So, I did it again on April 22nd, but their response after 40 days was always the same: "Please wait."

il 17 marzo ho fatto richiesta di prelievo di 290 euro passati i tre giorni mi hanno detto che il conto era in fase di verifica, anche a gennaio avevano fatto una verifica che poi si è risolta. questa ultima verifica dura da 40 giorni in chat mi avevano anche setto di annullare prelievo e rifarlo e quindi l'ho rifatto il 22 aprile ma la loro risposa dopo 40 giorni è sempre la stessa attendere.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify what type of verification is currently ongoing in your account? Is the casino reviewing your gameplay, or have you been asked to submit any identity documents as part of additional verification after you submitted your withdrawal request?
• What types of games did you play to accumulate your €290 winnings?
• Did you accumulate these winnings with or without using a bonus?

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

Best regards

Veronika

Dear MARSEILLE1,

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.

I HAVE BEEN REGISTERED FOR 4 YEARS. MY DOCUMENTS HAVE ALREADY BEEN VERIFIED A FEW YEARS AGO.

THEY SAY IT'S A RANDOM CHECK, THE FACT IS THAT EVEN IN JANUARY I WAS SUBJECT TO A CHECK WHICH WAS RESOLVED IN 10 DAYS. NOW THIS HAS BEEN LASTING FOR 55 DAYS.

I used to play slots, I always played only slots, but now I won't play on this site anymore, at least not until I have this amount. Another flaw of this site is that even if you withdraw money, they leave the money in your account, hoping that you'll gamble with it in the meantime. Thank you very much, Veronika.

SONO ISCRITTA DA 4 ANNI I DOCUMENTI SONO STATI GIA VERIFICATI QUALCHE ANNO FA.

DICONO CHE è UNA VERIFICA CASUALE, FATTO STA CHE ANCGE A GENNAIO SONO STATA SOTTPOSTA A VERIFICA RISOLTA IN 10 GIORNI. ORA QUESTA DURA DA 55 GIORNI .

HO GIOCATO ALLE SLOT , GIOCAVO SEMPRE E SOLO ALLE SLOT ORA NON GIOCO PIU SU QUESTO SITO ALMENO FINO A QUANDO NON AVRO QUESTO IMPORTO, ALTRA PECCA DI QUESTO SITO ANCHE SE PRELEVI TI LASCIANO I SOLDI SUL CONTO SPERANDO CHE TU NEL FRATTEMPO TE LI GIOCHI. GRAZIE MILLE VERONIKA

Dear MARSEILLE1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear MARSEILLE1,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winnita Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good afternoon,

I have forwarded your request to our financial department for clarification, and I will provide you with an update shortly.

Dear Winnita Casino,

Thank you for your response. I would greatly appreciate it if you could provide us with an update so that we may proceed further. Thank you for your continued support.

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

Dear MARSEILLE1,

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,

Jana