Winhugo Casino - El retiro de fondos del jugador se retrasa tras la verificación de la cuenta.

Good morning, I registered at this casino and requested withdrawals.

After a long verification period that took a few weeks, at the beginning of May they said the account was verified.

In the meantime I was approached in the chat in a strange way insinuating that my account was under analysis. Days passed and no verification was requested. I don't understand how, after verification, they can make these kinds of insinuations and delay withdrawals for no apparent reason.

I played sports betting and slots at this casino.

Withdrawals made on May 7th.

Bom dia, fiz registo neste casino e pedidos de levantamento.

Após um longo período de verificação que demorou algumas semanas, no inicio de maio disseram que a conta estava verificada.

Entretanto fui abordada no chat de forma estranha insinuando que a minha conta estava sob analise. Os dias passam e não foi solicitada verificação. Não compreendo como e que após uma verificação podem fazer este tipo de insinuações e atrasar os levantamentos sem razão aparente.

Neste casino joguei apostas desportivas e slots.

Levantamentos realizados a 7 Maio.

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Hello,

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?
• Can you please confirm if the account restriction occurred after you placed sports bets?
• Has the casino requested any additional documents for verification purposes?

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,

Attila

thanks for the reply.

The verification of the account has been completed and at the moment they say that withdrawals are delayed because the account is still under analysis.

the documents for verification were the normal ones without requesting any extra documents.

the blockage is happening with withdrawals and not after any type of bet.

obrigado pela resposta.

a verificação da conta ficou concluída e neste momento dizem que os levantamentos estao atrasados porque a conta está ainda sob analise.

os documentos para verificacao foram os normais sem solicitação de qualquer documento extra.

o bloqueio está a acontecer com os levantamentos e não após qualquer tipo de apostas.

Thank you for your response. Has the casino indicated any reasons why your account is under analysis, or whether there might be a problem with approving specific documents?

Additionally, could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good morning, thank you for your help.

I've sent you several conversations I've had with support.

As you can see there has always been a complicated tendency to resolve the situation, I inform you that today they have just canceled all withdrawals and removed €640 from my balance.

Bom dia, obrigado pela ajuda.

Enviei para o email indicado diversas conversas que tive com o suporte.

Como pode verificar houve sempre uma tendência complicada em resolver a situação, informo que hoje acabaram de cancelar todos os levantamentos e retirar 640€ do meu saldo.

Thank you for your response. Could you please forward the documents you have submitted for the KYC verification as well?

I look forward to your reply.

send the documents sent for verification

envio os documentos enviados para verificação

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Mary412,

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

Dear Winhugo Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mary412,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova