WinnerCasino - 選手の退会が遅れました。

Good day,

It's that time again, the Winnercasino is delaying my payout. I often play at this casino, payouts of less than €200 were generally paid out after 1-2 days. Now I have a profit amount of 460 € since 18.02.23 the processing is still. When I asked support, I was told that the process could take 7-21 days, which has never been the case in the past and this time frame is not specified anywhere in the terms and conditions. On the contrary, the general terms and conditions of the winner casino say much more;

"8.6 Withdrawals from the casino are processed Monday through Friday after a 48 hour processing time and may be subject to processing fees at the casino's discretion."

I would be happy if you could help me in this case.

Kind regards.

Guten Tag,

Es ist Mal wieder soweit, das Winnercasino verzögert meine Gewinn Auszahlung. Ich spiele öfter in diesem Casino, Auszahlungen von unter 200€ wurden grundsätzlich nach 1-2 Tagen ausgezahlt. Nun habe ich einen Gewinn Betrag von 460€ seid dem 18.02.23 steht die Bearbeitung still. Auf Anfragen beim Support möchte man mir weiß machen das der Vorgang 7-21tage dauern könne, das war in der Vergangenheit nie der Fall und dieser Zeitrahmen wird in den AGBs nirgends wo angegeben. Im Gegenteil in den AGBs des Winnercasionos heißt es viel mehr;

"8.6 Auszahlungen vom Casino werden Montag bis Freitag nach einer 48-stündigen Bearbeitungszeit durchgeführt und können nach Ermessen des Casinos Bearbeitungsgebühren unterliegen."

Ich würde mich freuen wenn sie mir in diesem Fall weiterhelfen könnten.

Mfg.

Dear like420skywalker,

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,

Kristina

I've been playing at this casino for a long time. (Not in the future)

My account has been verified for ages and I've received one or two payouts from the casino. I understand the processing time, but due to previous similar experiences with online casinos, I wanted to get in touch earlier because it seems very strange to me why my payout of less than €1000 suddenly took so long to process. I'll let it pass for a few more days and then get in touch with you again?

Ich spiele seid längerem in diesem Casino. (In Zukunft nicht mehr)

Mein Konto ist schon ewig verifiziert und ich habe auch schon die eine oder andere Auszahlung des Casinos erhalten. Ich verstehe die Bearbeitungszeit, doch durch vergangene ähnliche Erlebnisse mit online Casinos wollte ich mich früher melden da es mir sehr seltsam vorkommt warum meine Auszahlung unter 1000€ plötzlich so lange zum Bearbeiten Brauch. Ich werde dann noch ein paar Tage verstreichen lassen und mich dann nochmal bei ihnen melden?

Thank you for a quick reply, like420skywalker. I will leave this complaint open so that you can update us anytime. If you don't receive your winnings within the next 7 days, please let us know and we will intervene.

I'll get in touch then, thank you very much 🤗

verification

past payouts;

Current case;

Ich werde mich dann melden, vielen Dank🤗

Verifizierung

Vergangene Auszahlungen;

Aktueller Fall;

Hello, as expected, the Winnercasino does not pay out. In the meantime, I've been thrown out of support and man puts me off with the copy and paste text "your payment is being processed". I'm not assuming it will be edited because it's been almost 14 days since everything has been suspended. I would be very happy if you could help me to get my winning payout somehow.

Attachment; Confirmed verification, screenshot of current case, screenshot support conversation attempt, casino policy related to withdrawals.

KIND REGARDS.

Guten Tag, wie zu erwarten zahlt das Winnercasino nicht aus. Mittlerweile werde ich aus dem Support geworfen und Mann vertröstet mit dem Kopie und past Text "ihre Auszahlung wird bearbeitet". Ich gehe nicht von einer Bearbeitung aus da es sich mittlerweile um fast 14tage handelt in dem alles ruht. Ich würde mich sehr freuen wenn sie mir dabei behilflich sein könnten meine Gewinn Auszahlung irgendwie zu erhalten.

Anhang; bestätigte Verifizierung, Screenshot vom aktuellen Fall, Screenshot Support Gesprächs versuch, Richtlinien des Casinos im Bezug zu Auszahlungen.

MFG.

Thank you very much, like420skywalker, for your cooperation. I will now transfer your complaint to my colleague Veronika (Veronika.l@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.  

Dear like420skywalker,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask WinnerCasino to join the conversation and aid in the resolution of this complaint.

Thanks very much

Vielen Dank

What can I say,

Was soll man dazu sagen,

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.

Thanks for your help,

Winnercasino support is absolutely no help......

Danke für ihre Hilfe,

Der Support des Winnercasinos ist absolut keine Hilfe......

Dear like420skywalker,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Kind regards,

Veronika