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

The casino has canceled five withdrawal requests in the past week, citing changing and conflicting payment method requirements, despite the account being fully KYC verified and deposits having met required turnover. I followed a link from Casino Guru and with a high ranking I assumed the casino would be safe.

​Account is fully verified (KYC and banking information confirmed). Initial deposit was via Revolut, followed by subsequent deposits via MiFinity.

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The casino imposed heavy limitations, and I was forced to cancel a previous bonus due to impossible turnover requirements imposed on the active bonus. Furthermore, the casino continues to demand additional "turnaround" on deposits, even though the standard required turnover for deposits has been fulfilled.

Withdrawal attemps the past 7 days:

​Attempt 1-2: Casino refused withdrawal to the initial deposit method, Revolut Bank.

​Attempt 3-4: Casino refused withdrawal to the most recent deposit method, MiFinity.

​Attempt 5 (Latest): The casino now demands withdrawal solely to a Norwegian IBAN. This requirement is functionally impossible and constitutes a clear bad-faith barrier, as the casino is operating while being fully aware of Norwegian gambling regulations and banking restrictions regarding direct transfers for online gambling funds.

​I request Casino Guru's immediate mediation to compel Winsane to process the withdrawal to one of the verified deposit methods (preferably MiFinity or Revolut), or via a standard, viable third-party payment provider that is not prohibited by Norwegian banking laws. I demand the immediate release of my funds without further arbitrary KYC demands or additional turnover requirements.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Apekatt,

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 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

Withdrawals are cancelled, so waiting doesn't help I'm afraid.

Dear Apekatt,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I'm afraid there has been no development. No funds recieved. Thanks for taking a look at my case.

Dear Apekatt, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@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.

Have you made any successful withdrawals before?

// No. They keep cancelling my withdrawals.

Could you please confirm that you have passed the KYC verification?

// Yes. And confirmed by Winsane on chat.

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

// Have posted a few in chat. Livechat with support says all is good. But they keep cancelling withdrawals.

Verified and all OK

Dear Apekatt,

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, Samuel (samuel.s@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,

Attila G.

Dear Apekatt,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Winsane Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Winsane Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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

Dear Apekatt,

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,

Samuel