Winstoria Casino - 選手の退場が遅れています。

I deposited 30e at Winstoria on 11.1.2024, and withdrew 83e.

There were no bonuses or free games involved. They still haven't paid and have not provided any explanation as to why?

Talletin Winstorialle 11.1.2024 30e ja laitoin nostoon 83e.

Kyseessä ei ollut mitään bonuksia eikä ilmaispelejä. Eivät ole vieläkään maksaneet eikä ole tullut mitään selvitystä miksi?

Hello jmlgamebox,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winstoria Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified. I started playing there in December 2023. I have made successful withdrawals from the casino before. I played this win with real money, there were no bonuses or free spins involved. I have sent an email about it, but it has not been answered.

Tilini on vahvistettu. Aloitin pelaamaan tuolla joulukuussa 2023. Olen tehnyt kasinolta aiemmin onnistuneita nostoja. Tämän voiton pelasin oikealla rahalla, siihen ei liittynyt bonuksia eikä vapaa kierroksia. Olen laittanut sähköpostia asiasta, mutta siihen ei olla vastattu.

Hello jmlgamebox,

Can you please forward a screenshot of the pending withdrawal and the communication between you and the casino to nikolas.b@casino.guru?

Casino has not responded to my email. In the chat they say there is a traffic jam.

Casino ei ole vastannut minun lähettämään sähköpostiin. Chatissä sanovat, että on ruuhkaa.

Thank you jmlgamebox for all the information provided. I will now forward your complaint to my colleague Katarína (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear jmlgamebox, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Winstoria Casino representative to join this conversation. 

Dear Winstoria Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Dear jmlgamebox,

We inform you that your account is being checked by the risk department of our casino

2024-03-07 11:04:34 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.

Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Risk department of Winstoria Casino.

Dear Winstoria Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

The payment has arrived in the account today.

Tänään on tullut maksu tilille.

Thank you, jmlgamebox, for letting us know and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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.