WinnerCasino - 選手の退会が遅れました。

Casino doesn’t want to proceed my withdrawal request.

Dear vanpanov, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you very much in advance for your reply.

Best regards, 

Kristina

On the screenshot below you can check the date. The withdrawal request was made on 2nd of February and it’s still not being processed. This is my first withdrawal at this casino. Every time when I contact with the live chat support i get the same bulshit answers. Reminder is send to their financial department and they hope that i will get my money as soon as possible.

Thank you for your reply, vanpanov. Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi 👋

I completely passed KYC verification process and my account is fully verified.

I didn’t accept any bonuses.

I’ve tried to contact many time though email and i get only one response.

I almost give up and I think they’re not going to pay my winnings. It’s already more than 3 months since I made withdrawal request and there is no any updates.

Dear vanpanov,

Thank you for your email. Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of WinnerCasino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from WinnerCasino.

Since this casino operates without an official license, I am not able to recommend any further steps. I wish I could be of more help.

The casino can reopen this complaint anytime.