WinnerCasino - プレイヤーの撤退は遅れます。

Hi. I won there 1500.99 euro. When I ask for withdrawal time... I got message on livechat that it takes between 7 and 21 working days. After 21 days still no any decision. On chat they write always the same stories that I have to wait and wait and wait.

Hello serek0586,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinnerCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey. For this win I didnt use any bonus. Account is verified from first week. I Ask them yesterday again and always the same words that I have to wait.

Thank you serek0586 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, serek0586,

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 WinnerCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear WinnerCasino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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’.

Dear serek0586,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is allegedly regulated by (Curacao - CEG) and submit a complaint directly to the regulator, available HERE. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer. Moreover, the license is not verifiable on the casino's website, it is only mentioned there, without placing any license validator there, which means the casino may have no valid license at all.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru