Winsly Casino - 選手の退場が遅れています。

On the 25th of November, I withdrew 686 euros via SEPA-direct bank transfer/IBAN to my bank account. I waited for 5 business days, but the money did not arrive. I reached out to their support, asking when I would receive the funds, and they provided me with a screenshot showing that they'd sent the money. They claimed it was up to my bank (Swedbank) to ensure the funds reach my account. I then contacted my bank and provided them with the screenshot given by the casino. There was a Trace ID on the screenshot that my bank could use to check if the money was being deposited into my account. However, the bank informed me that there were no incoming funds to my account. I contacted the casino support again, notifying them that my bank had investigated the information they had provided. At this point, the casino requested an account statement from me which I forwarded to them. The statement did not show any funds coming in from the casino. So far, it's been almost 8 working days, and the casino support has yet to provide any updates on when I will get my payout. I played without any bonuses applied to my account.

Jag har tagit ut den 25 november 686 euro med SEPA-direct bank transfer/IBAN till min bank konto. Väntade i 5 bankdagar men pengarna kom inte, kontaktade deras support och frågade dem när jag skulle få dem, dem gav mig screenshot som visade att dem har skickad pengar och att det var upp till min bank(Swedbank) att se till att jag får pengar på mitt konto. Jag kontaktade banken och gav dem screenshot som casino gav mig, det fanns Trace ID på screenshot som banken kunde se om pengar kommer in på konto, banken sa att det är inga pengar som kommer in på mitt konto. Jag kontaktade casino support igen och berättade att mitt bank har kollat upp det info som dem gav, då ville casino få ett kontoutdrag som jag skickade till dem och på kontoutdraget fanns inga pengar från casino. Nu har det gått nästan 8 arbetsdagar och casino support säger ingenting om när jag får min utbetalning. Jag spelade med ingen bonus.

Dear W4rcatz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? When exactly were you in touch with your bank regarding this issue?

If there is any written communication between you and your bank, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Additionally, please forward me all the communication between you and the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, you can close complaints, I received my payout today.

Thank you, have a good time!

Hej, ni kan stänga klagomål, jag fick min utbetalning idag.

Tack, ha det bra!

Dear W4rcatz,

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,

Kristina

Casino.Guru