Winota Casino - プレイヤーの撤退が遅れています。

i want my money and this casino is not answering me

have been waiting 3 weeks and still no money paid out

ich will mein geld und dieses casino antwortet mir nicht

warte schon 3 wochen und immer noch kein geld ausgezahlz

Dear Zeliha,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I gave my account number as a transfer for the payout

I also didn't get a link where I should upload my documents

the s as ntwortfn only in English I don't understand that they should give me the link again to sebdff it n

lg Zeliha

Hallo ich habe als Überweisung für die Auszahlung meine Kontonummer sngegeben

ich habe auch kein link bekommen wo ich meine Dokumente hochladen soll

die s as ntwortfn nur in Englisch das verstehe ich nicht die sollen mir doch den link nochmal zu sebdff es n

lg Zeliha

I still can't log in and I still don't have my money

Ich kann mich immer noch nicht einloggen und mein Geld habe ich immer noch nicht

Thank you very much, Zeliha, for your reply. I have checked with the live chat agent where to send personal documents for the account verification, and this was the reply:

"Thank you for being so patient. As for now, verification is not needed. You can play, win and withdraw your winnings without needing to verify your account. If we need you to verify your account, we will send you an e-mail with a request for documents. The e-mail will be sent to your registered e-mail address - so keep your eyes peeled"

Do I understand correctly that your account is not accessible anymore?

Dear Zeliha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"I still haven't received my money and I can't log in either"

Additional comments from the player:

"Ich habe immer noch nicht mein Geld bekommen und einloggen kann ich mich auch nicht"

Hello Zeliha,

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Thank you very much in advance.

yes I have answers that say I should always wait a few days but the days drag and nothing has happened, they constantly want documents from me that I have already submitted several times to by email, I have sent them to me it is also sent in the chat process and you constantly say I should be patient, what shouldn't all of this because when I play there they also debit my money to play but if I win something I just don't get it back and that takes a long time Weeks It just can't be it goes on like this I will go to the lawyer because I have the emails about the payment of Vino, in which it says your payment is he working, but that was also weeks ago, please, I would be very happy if you find a solution because this is almost 500 €

With best regards

zelia

ja Antworten habe ich in dem steht ich soll mich immer paar Tage warten aber die Tage ziehen und es hat sich immer noch nichts getan die wollen andauernd von mir Unterlagen die ich aber schon öfters an nachgereicht habe per E-Mail habe ich es geschickt ich habe es auch im Chat-Verlauf geschickt und andauernd sagt man ich soll mich gedulden was soll denn das alles nicht wenn ich dort spiele tun sie ja auch gleich mein Geld abbuchen zu spielen aber wenn ich was gewinne bekomme ich es einfach nicht zurück und das dauert schon WochenDas kann es einfach nicht sein es so weitergeht werde ich zum Rechtsanwalt gehen weil die E-Mails zur Auszahlung von Vino da habe ich ja in dem steht ihre Auszahlung wird er arbeitet aber das ist auch schon Wochen her bitte ich würde mich sehr freuen wenn Sie eine Lösung finden weil es geht hier um fast 500 €

Mit freundlichen Grüßen

zelia

Could you please forward those emails to me? Thank you very much.

Yes but i need email from you

Ja aber ich brauche e Mail von ihnen

Where should I send it from?

Wohin soll ich es weiter schicken

Sorry Zeliha, my email address is petronela.k@casino.guru.

I cannot send to this e-mail address as info comes this e-mail address does not exist I have copied this e-mail and but it does not work

An diese e Mail Adresse kann ich nicht versenden als Info kommt diese e Mail Adresse gibt es nicht ich habe diese e Mail kopiert und aber es geht nicht

Yes, it is

petronela.k@casino.guru

So I got the answer from the casino because I have two accounts, they blocked my account and my winnings were canceled I think it's ridiculous why you transfer 50 € then I thought that wouldn't work if I have two accounts that I couldn't get any more money From then on you only transferred the 50 € instead of the 480

I think it's a cheat

They could just as well have transferred all of my winnings, but no, I only got the 50 € back, either it works or it doesn't work, they can't just transfer 50 €, I think that's ridiculous and, in the greatest sense of the word, I got this as a fraud

Dear Zeliha,

Thank you for contacting our Winota Support Team.

We would like to apologize to respond in English but at the moment we do not have available agent.

We woud like to kindly inform you that our Security department has found your account to be a duplicate, it has been closed permanently, your winnings have been canceled and last deposit has been returned to you already via the same payment system you have used.

Thank you for cooperation and understanding in this matter.

If you have any additional questions, please, do not hesitate to contact us via email support@winota.com or via Live Chat.

Also ich habe als Antwort vom Casino bekommen weil ich zwei Konten habe hat man mir mein Account gesperrt und mein gewinne storniert ich finde das lächerlich wieso Überweisen Sie dann 50 € ich hab gedacht das geht nicht wenn ich zwei Konten habe dass ich kein Geld mehr bekomme ab überwiesen haben Sie das aber nur die 50 € anstatt die 480

ich finde das betrug

Die hätten genauso gut mein ganzen Gewinn überweisen können aber nein nur die 50 € habe ich zurückbekommen entweder geht das oder geht das nicht die können nicht nur einfach 50 € überweisen ich finde das lächerlich und im größten Sinne Betrug€ als Antwort hab ich das hier bekommen

Dear Zeliha,

Thank you for contacting our Winota Support Team.

We would like to apologize to respond in English but at the moment we do not have available agent.

We woud like to kindly inform you that our Security department has found your account to be a duplicate, it has been closed permanently, your winnings have been cancelled and last deposit has been returned to you already via the same payment system you have used.

Thank you for cooperation and understanding in this matter.

If you have any additional questions, please, do not hesitate to contact us via email support@winota.com or via Live Chat.

I also copied an e-mail from Winota because I cannot forward it to you as an e-mail. It also says that you have transferred everything to me even though you have only transferred 50 € of the whole profit, why do they then cancel everything but before it is written they have transferred everything This is one of the answers of the casino

Hi zeliha,

Thank you for contacting our Winota customer service.

It's all been paid off already.

If you have any further questions, please contact us via email support@winota.com or via live chat.

With best regards,

Customer service Winota.com

Eine E-Mail von Winota Habe ich auch kopiert da ich es als E-Mail nicht weiterleiten kann an sie hier steht auch drin dass sie mir alles überwiesen haben obwohl sie nur 50 € überwiesen haben von dem ganzen Gewinn wieso sagen die dann das alles storniert wird aber vorher wird dann geschrieben die haben alles überwiesenDas hier ist eine der Antworten des Spielcasinos

Hi zeliha,

Vielen Dank, dass Sie sich an unseren Winota Kundendienst gewendet haben.

Es wurde alles ausbezahlt bereits.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail support@winota.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice Winota.com

Are you aware of opening, even by mistake, more than one account in this casino? Could you please advise, if, to the best of your knowledge, there’s a possibility that someone else from your family members or friends has opened an account using your email address? Looking forward to hearing from you.

Both accounts are mine, I opened the second one because I no longer had my access data from the first and now I no longer get my € 500 from the casino you can see that both are mine you can do a data comparison that the person too which is and the same

Beide Konten gehören mir ich habe das zweite eröffnet weil ich von dem ersten meine Zugangsdaten nicht mehr hatte und jetzt bekomme ich meinen 500 € nicht mehr vom Casino man kann ja sehen dass beides von mir sind man kann ja ein Daten Abgleich machen dass die Person auch die und die selbe ist

Please understand that it is strictly forbidden to open more than one account in the majority of casinos. If you lose access to your account, try contacting the casino support, but never open another account as it will be considered and treated as a serious breaching of T&Cs.

If you have received your refunded money, I’m afraid there is not much we can do for you in this matter. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Zeliha,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.