Wintopia Casino - プレイヤーの撤退が遅れています。

Well, I gained a grande amount of money. I have to request withdrawal into smaller amounts of money.

I have been waiting for 3 whole days to approve my withdrawal. That is unacceptable. Kyc department responds in a delay. Meanwhile, live chat doesn't work anymore , I can't talk with any agent and the support department is really slow at answering via email as well. I need someone to assure me that I'll have my winnings. I'm stressed and disappointed. Noone is answering. I have already sent the necessary documents about bank and card. And verification of myself is completed successfully. So why? Why can't you approve it?

Dear Sofiana96,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I'm waiting for this coming week to see if I'll actually get an answer.

I am constantly in a state of uncertainty with this particular casino. The KYC department is not responding at all!

Περιμένω αυτή την εβδομάδα που μας έρχεται να δω αν όντως θα έχω απάντηση.

Είμαι μονίμως σε μια αβεβαιότητα με το συγκεκριμένο καζίνο. Το τμήμα του KYC δεν απαντάει καθόλου!

They actually told me that they would prioritise my withdrawal request. They haven't answered ANYTHING. My withdrawals are still pending. I feel like I have been mistreated.

I understand your frustration and dissatisfaction, and I truly empathize with your situation. From our experience, the majority of payments are typically processed and received within the 14-day timeframe. However, delays can occasionally occur due to external factors beyond the casino's control.

Our policy requires us to wait for this 14-day period to elapse. If you haven’t received your winnings by January 1, please let us know, and we will proceed with further investigation on your behalf.

Thank you for your patience and understanding.

They still haven't given my money.

That casino ... Is just a disappointment

Since the 14-day timeframe has now passed, could you please inform me if you have received your winnings yet?

I haven't received it all. Due to the minimum withdrawal amount.

Δεν τα έχω λάβει όλα. Λόγω ελαχιστου ποσό ανάληψης.

Could you please specify how much money you requested for withdrawal? The disputed amount you entered is €5000. Have you tried withdrawing this entire sum?

Dear Sofiana96,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.