Winning.io Casino - プレイヤーが賞金を受け取れずにいます。

Hello. My situation is rather sad.

I signed up at the casino. Made a deposit. Got a bonus. I played this bonus. Scrolled through my deposit. I have been verified at the casino. I uploaded all the documents that were required of me. Then I received approval from the support service to withdraw funds. More than 4 days have passed since my application was submitted until today, but I still have not received my money. The casino support service writes that due to the manual processing of applications, the withdrawal of funds is delayed. I asked to clarify how long they will consider my application. The support service did not give an exact answer. I asked the support service if they have a deadline for considering applications, they did not give an answer to this. It turns out that players in this casino are not protected from the fact that the casino can consider an application for withdrawing funds for a week, month, year, etc. Please look into this complaint. I also apply. proof that my application is being processed, I also attach a screenshot that I uploaded several photographs of documents and the verification requirements were met, and I also attach screenshots of the last correspondence where the support team cannot give a specific explanation when the application for withdrawal of funds will be considered.

I ask you to give me your support in getting my money

Dear iskan,

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

Please note that my verification is fully completed. And this is confirmed by the casino support service. And if you read the words of the casino support service, then they cannot give a specific answer about the withdrawal of funds and they evade the answer, then it makes no sense to wait another 9 days is a waste of time

Hello, Kristina

More than 14 days have passed and I have not received the money.

Dear iskan,

Have you received your withdrawal from the casino yet?

Hello, Kristina

More than 14 days have passed and I have not received the money.I also wrote letters to them asking about my money. They didn't answer any of the emails.

Thank you very much for your reply, iskan. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, could you 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.

Hello, Kristina

My situation with the withdrawal of funds does not change. The status of my application ... I sent all correspondence and a screen from my personal account to your mail. I also post all my correspondence here. More than 14 days have passed but the support team does not know the specific answer to my question. They all the time refer to the congestion of applications.

Hello, Kristina

I am attaching the latest correspondence with live casino support. They have only one answer, that they are heavily loaded and process applications manually

Thank you very much, iskan, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello iskan,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winning.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Winning.io Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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.

Dear iskan,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). 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.

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

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas

We’ve reopened this complaint at the request of Winning.io Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello iskan,

Thank you for your review. We are sorry to hear about your experience. At Winning.io we always strive to ensure that our players have the best possible experience.

We informed our relevant department about the issue you are experiencing and we learned that they already contacted you about the solution.

Can you please confirm if the issue has been solved?

Thank you for your understanding and time.

Best Regards,

Winning.io Casino Team

Hello, Tomas

I got my money. Thanks for your service

Dear iskan,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas