Wintopia Casino - プレイヤーの引き出しが遅れています。

Dear Casino Guru Team,

I am filing this complaint against Wintopia Casino due to their ongoing delays in paying out my legitimate winnings and their recent failure to continue processing payments, despite my account being fully verified and the funds being won with my own deposited money (not bonus funds).

I requested a withdrawal of my winnings some time ago, and while Wintopia has paid me 2,500 EUR so far, the process has been frustratingly slow, with payments trickling in over an extended period. Recently, they have stopped paying altogether, leaving a significant portion of my winnings outstanding. Despite my account being fully verified and meeting all their requirements, I have not received the remaining funds, and the delays have now turned into a complete halt in payments.

I have reached out to Wintopia multiple times via Live Chat and email (kyc@wintopia.com) to inquire about the status of my remaining winnings, but I’ve received no meaningful updates or responses. Their terms may allow them to set payment schedules, but this combination of excessively slow payments, followed by a sudden stop without explanation, feels unjustified and intentional. There is no valid reason for them to withhold my funds given my verified status and compliance with their rules.

This situation has caused me considerable frustration and financial inconvenience. I am seeking Casino Guru’s assistance to ensure Wintopia resumes and completes payment of my full winnings promptly and addresses their poor handling of this matter.

Dear TheEamonn,

Thank you very much for submitting your complaint.

First of all, congratulations on your great win! That’s fantastic to hear, and I can understand how frustrating it must be to face such delays with your withdrawal process.

To help us get a clearer picture of your situation, could you kindly provide some additional information?

1. When did your last withdrawal take place, and was there any communication from the casino regarding the payment delay?
2. Were your winnings the result of a progressive jackpot, which typically involves payment by the game provider, or were they regular winnings that should be processed and paid by the casino itself?

Your cooperation is essential for us to move forward and investigate this issue properly. We want to help resolve this as soon as possible, but we need all the details to ensure a complete understanding of the case. If you have any relevant communication or screenshots, please feel free to forward them to me directly at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

When did your last withdrawal take place, and was there any communication from the casino regarding the payment delay?

There is no communication they just went silent

Were your winnings the result of a progressive jackpot, which typically involves payment by the game provider, or were they regular winnings that should be processed and paid by the casino itself?

By myself it's silent

Hi TheEamonn,

Thank you for your reply. I see that you're still waiting for clarification, but it seems like you didn’t answer some of the key questions I asked.

To proceed with investigating your case, we need the following information:

1. When did your last withdrawal take place? This helps us understand the timeline of your issue and ensures we’re addressing the correct withdrawal.
2. Were your winnings the result of a progressive jackpot, or were they regular winnings? This distinction is important as it could affect how the casino processes the payment (jackpots may involve different procedures).

Without this crucial information, we cannot move forward effectively. I understand your frustration with the lack of communication, but I need your answers to proceed.

Thank you for your cooperation.