Winnita Casino - El jugador cree que el reintegro se ha retrasado.

On July 24, I requested a withdrawal of €1,000.00, and rightfully so, the verification of my documents began. After several attempts to upload everything, including uploading a bank statement, and a harassment, customer service confirmed the withdrawal and said the payment would arrive within 3 days, as requested.

After less than 24 hours, when I asked for information on the payment status, they told me that withdrawals were suspended while they verified the account.

Are you kidding? This is my first withdrawal, I've never made any before, and I'm a platinum customer.

As of today, August 2nd, everything is still pending and under review. They always give me the same answers and, most importantly, they can't say how long it might take.

Il 24/07 ho chiesto un prelievo di €1000,00 giustamente inizia la verifica dei documenti. Dopo svariati tentativi di caricare tutto ed avere caricato persino un estratto conto e tartassato l'assistenza clienti mi confermano e dicono che il pagamento sarebbe arrivato entro 3 giorni in base alle richieste.

Dopo neanche 24h, chiedendo info sullo stato del pagamento mi comunicano che i prelievi sono sospesi per una verifica del conto.

Ma scherziamo? Si tratta del mio primo prelievo, mai fatti altri prima e per di più sono cliente platino.

Ad oggi che è il 2 agosto risulta ancora tutto sospeso e in fase di controllo. Mi danno sempre le stesse risposte e soprattutto non sanno dire quanto tempo può volerci.

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The KYC verification was completed after 3 days. The account verification is still in progress. I don't know what they have to verify and why it's taking so long. I've never made withdrawals before. It doesn't seem right, especially given my VIP status. So far, nothing. They write and promise that withdrawals are quick, within a few days, when that isn't the case.

La verifica KYC è stata completata dopo 3 giorni. La verifica del conto è ancora in corso. Non so cosa abbiano da verificare e perché ci vuole così tanto. Mai fatti prelievi prima. Non mi sembra corretto dato anche il mio vip status. Ad oggi ancora niente. Scrivono e promettono che i prelievi sono rapidi in pochi giorni quando così non è.

As of today, it's been 12 days and the investigation is still ongoing. This is unacceptable and implausible. Please do something.

Ad oggi sono 12 giorni e ancora verifica in corso. È inammissibile ed inverosimile. Per favore fate qualcosa

To date I have not received anything and the verification is still ongoing.

This supposed audit is taking incredibly long! Something like this isn't possible. They're shameful. I feel completely scammed. But will I ever get paid? Have I lost everything?

Ad oggi non ho ancora ricevuto nulla e la verifica è ancora in corso.

Questa presunta verifica sta avendo tempi inverosimili! Non è possibile una cosa del genere. Sono vergognosi. Io mi sento truffato a tutti gli effetti. Ma verrò mai pagato? Ho perso tutto?

As of today, there's still no update. The account is still under review and withdrawals are suspended? Who should I contact to have action taken?

Ad oggi ancora nessun aggiornamento. Il conto risulta ancora in fase di verifica ed i prelievi sospesi? A chi devo rivolgermi perché vengano presi provvedimenti!

Still no news as of today, I absolutely need that money

Ad oggi ancora nessuna novità, io ho assolutamente bisogno di quei soldi

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning Dominika, absolutely not! They're still sleeping because the account is still being verified, and they can't give a deadline or a date for processing the payment. Please do something 🙏

Buongiorno Dominika, assolutamente no! Continuano a dormi che il conto è tutt'ora in fase di verifica e non sanno dare un termine alla conclusione ed una data per processare il pagamento. Per favore fate qualcosa 🙏

I'm attaching a screenshot of my last message to customer support.

I would like to point out that they always remain vague in their answers and even though more precise clarifications are requested on the matter, they skirt around it, avoiding providing an adequate answer.

Allego screenshot dell'ultimo messaggio con l'assistenza clienti.

Voglio evidenziare che restano sempre vaghi nelle risposte e nonostante vengano chieste delucidazioni più precise in merito, loro, ci girano intorno evitando di fornire una risposta adeguata

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Are they still reviewing your documents, or are they now verifying your gameplay or betting activity?

Did you mainly play casino games or sports betting, or both?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Still no news.

I have answered all the questions and forwarded screenshots to the email you provided.

Ancora nessuna novità.

Ho risposto a tutte le domande e inoltrato screenshot alla mail che mi hai fornito

Please I desperately need that money

Vi prego ho disperato bisogno di quei soldi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika