Winnita Casino - La retirada del jugador se ha retrasado.

Casino late with payments, fails to clarify delays, making excuses about account verification when the account was already verified on November 5th, and problems in communicating with support seem useless in solving customer problems.

Casinò in ritardo con il pagamento, non chiarisce i ritardi inventando scusanti di verifica del conto quando il conto è già stato verificato il 5 novembre e problemi nel dialogare con le assistenze sembrano inutili nel risolvere il problema dei clienti

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, which format of the document you used, and when exactly you submitted them?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Subject: Serious payment delay and lack of transparency – Winnita Casino – €20,000

Dear Casino Guru Team,

I would like to bring to your attention a problem with Winnita Casino regarding the withdrawal of a winnings of €20,000 obtained on October 28, 2025 (without using any bonus).

Even though I was a regular customer and had successfully completed the KYC verification (ID and bank statement), the casino started showing contradictory behavior immediately after the win:

1. Excessive splitting: The winnings were split into 45 transactions (one of €200 and the remaining €450).

2. Unjustified delays: After the first payments received in November (for a total of approximately €1,300), payments stopped.

3. Conflicting information: Support assured me that I would receive the balance of €15,000 within 30 days and the remaining €5,000 within the next 44 days. These deadlines (December 19) passed without a response.

4. False promises: On December 19th, an operator assured me that I would receive the funds by the end of the day, but nothing happened.

5. Sudden Review: On December 20th, I received an email announcing an "account review" due to high transaction volume, even though the funds had already been approved previously.

I find it unacceptable that, after almost two months and after investing my savings, the casino is using delaying tactics instead of honoring the debt. I ask for your support in mediating the situation and releasing the remaining payments.

Kind regards and thanks in advance for your support.

Oggetto: Grave ritardo nel pagamento e mancanza di trasparenza – Winnita Casino – 20.000€

Caro Team di Casino Guru,

vorrei sottoporre alla vostra attenzione un problema con Winnita Casino riguardante il prelievo di una vincita di 20.000€ ottenuta il 28 ottobre 2025 (senza l'uso di alcun bonus).

Nonostante fossi un cliente regolare e avessi completato con successo la verifica KYC (ID ed estratto conto), il casinò ha iniziato a mostrare comportamenti contraddittori subito dopo la vincita:

1. Frazionamento eccessivo: La vincita è stata suddivisa in 45 transazioni (una da 200€ e le restanti da 450€).

2. Ritardi ingiustificati: Dopo i primi pagamenti ricevuti a novembre (per un totale di circa 1.300€), i pagamenti si sono interrotti.

3. Informazioni discordanti: Il supporto mi aveva assicurato il saldo di 15.000€ entro 30 giorni e i restanti 5.000€ entro i successivi 44 giorni. Queste scadenze (19 dicembre) sono passate senza esito.

4. False promesse: Il 19 dicembre un operatore mi ha garantito che avrei ricevuto i fondi entro fine giornata, ma non è successo nulla.

5. Revisione improvvisa: Il 20 dicembre ho ricevuto un'email che annunciava una "revisione dell'account" a causa dell'alto volume di transazioni, nonostante i fondi siano già stati approvati in precedenza.

Trovo inaccettabile che, dopo quasi due mesi e dopo aver investito i miei risparmi, il casinò utilizzi tattiche dilatorie invece di onorare il debito. Chiedo il vostro supporto per mediare la situazione e sbloccare i pagamenti rimanenti.

Cordiali saluti e grazie in anticipo per il supporto.

Good afternoon,

I am very sorry that the withdrawal process has taken so long. I have forwarded the information to the relevant department, and we will speed up this process as much as possible. We truly value your inquiry and your membership on our website, which is why we are doing our best to resolve this issue in the best possible way.

Thanks to both parties for your reply.

Dear Klaus777,

Has the casino processed at least some of your payouts so far?

Please let me know

Hi everyone,

I wanted to thank both the Complaint Specialist and the casino team for their assistance. I truly appreciate your support in resolving this issue.

I wanted to update you on the current status: I've only received 7 of the 45 expected payments so far. For reference, the last two transactions arrived on January 5th and 6th (one each day).

Since the initial deadline for completing all payments was December 19th, we're now past the deadline. Therefore, I can't close the claim yet: it will remain open until I receive the full amount owed to me.

At this point, I'd like to ask the casino if it's possible to have a new, definitive expiration date. I need a reliable reference to understand how the remaining payments will proceed and to keep Casino Guru informed of the situation.

Thanks again and I look forward to hearing from you.

Klaus ****

Ciao a tutti,

Volevo ringraziare sia il Complaint Specialist che il team del casinò per l'intervento. Apprezzo molto il supporto che mi state dando per risolvere la questione.

Volevo aggiornarvi sullo stato attuale: al momento ho ricevuto solo 7 pagamenti sui 45 previsti. Per darvi un riferimento preciso, le ultime due transazioni sono arrivate il 5 e il 6 gennaio (una per giorno).

Dato che la scadenza iniziale per completare tutti i pagamenti era il 19 dicembre, siamo ormai fuori tempo massimo. Per questo motivo, non posso ancora chiudere il reclamo: resterà aperto finché non avrò ricevuto l'intera somma che mi spetta.

A questo punto, vorrei chiedere al casinò se è possibile avere una nuova data di scadenza definitiva. Mi serve un riferimento certo per capire come procederanno i pagamenti rimanenti e per tenere informato Casino Guru sull'andamento della situazione.

Grazie ancora e resto in attesa di un vostro riscontro.

Klaus ****

Thanks for the update.

If the payouts slow down or there are further obstacles, please let us know. I'll set the timer for two more weeks to allow the casino to process further payouts.

Looking forward to your reply.

The last transaction I received from the casino was on January 6, 2026

L’ultima transazione che ho ricevuto dal casinò è stata il 6 gennaio 2026

Dear Klaus777,

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, Hadi (hadi.a@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,

Tomas

Dear Klaus777,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear Winnita Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

After January 6th there were 3 more transactions: January 16th, January 19th and January 21st, but these do not complete the amount I was supposed to receive by December 19th, there are still 35 more transactions that I need to receive

Dopo il 6 gennaio ci sono state altre 3 transazioni: 16 gennaio, 19 gennaio e 21 gennaio, ma queste non completano l’importo che dovevo ricevere entro il 19 di dicembre, restano altre 35 transazioni ancora che devo ricevere

Good afternoon,

We have encountered a technical issue related to restrictions imposed by the acquiring bank, which is why transactions are currently being processed manually and in smaller portions. An additional part of the funds will be paid out today, and we will continue to follow the agreed schedule. Unfortunately, at this stage, we are unable to speed up the process.

Winnita Casino

Thank you for your update.

Klaus777,

Kindly share any updates you may have.

I will continue to monitor this thread.

Dear Klaus777,

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.

Greetings ,

At this point there are 31 transactions left to be processed please wait for them to be completed without further delays please,

Thank you for your time.

Best regards.

Salve ,

A questo punto rimangono 31 transazioni che ancora devono effettuare attendo che siano completate senza ulteriori ritardi cortesemente,

grazie per il vostro tempo.

Distinti saluti.

Dear all,

I will patiently await both updates.

I will close this complaint as soon as I receive my full amount

Chiuderò questo reclamo non appena avrò ricevuto la mia intera somma

Should you have any questions or concerns, please feel free to reach out here or you may also contact me directly via email at hadi.a@casino.guru

Dear Klaus777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Hadi
Casino.Guru

We’ve reopened this complaint at the request of Klaus777. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I hereby file a formal complaint regarding the handling of my withdrawals. Despite having waited well beyond the maximum time limits set by your regulations, I have not received any payments into my account since February 22nd.

To date, I have only received a partial portion of the funds, while half of the total requested reward is still unpaid and playable in the casino account. If you hope that your customers will squander their winnings before withdrawing, unfortunately this will not happen with me.

I have demonstrated extreme patience and integrity thus far, but the unjustified delays in withdrawal deadlines are no longer tolerable. The lack of transparency and the blocking of payments constitute a serious breach of contract.

Con la presente espongo formale lamentela per la gestione dei miei prelievi. Nonostante io abbia atteso ben oltre i tempi massimi stabiliti dal vostro regolamento, dal giorno 22 febbraio non ricevo più alcun pagamento sul mio conto.

Ad oggi, ho ricevuto solo una parte parziale dei fondi, mentre metà della ricompensa totale richiesta risulta ancora non pagata e giocabile sul conto del casinò , se sperate che i vostri clienti sperperino le vincite prima del prelievo purtroppo questo non succederà con me.

Ho dimostrato finora estrema pazienza e correttezza, ma il superamento ingiustificato dei termini di scadenza per il prelievo non è più tollerabile. La mancanza di trasparenza e il blocco dei pagamenti costituiscono una grave inadempienza contrattuale.

I hereby intend to file a formal complaint regarding the handling of my withdrawals, which have been blocked since February 26th and have not yet been fully processed.

Although I have complied with every point of the rules, the maximum processing times established by your gaming agreement have been significantly exceeded. To date, I have only received a partial credit, while the remaining half of the funds remain unpaid and, improperly, available for gaming in my account.

I would also like to point out that the additional payment received today appears to have occurred solely following my report to an industry forum. This timing suggests that payment flows are being managed at the discretion of the operators rather than by respecting chronological and contractual deadlines, a practice I believe profoundly undermines the professionalism of your service.

In the absence of a timely and complete response, I reserve the right to file a formal complaint with the competent supervisory authorities to protect my consumer rights.

Best regards

Con la presente intendo esporre formale lamentela in merito alla gestione dei miei prelievi, bloccati dal 26 febbraio e ad oggi non ancora interamente evasi.

Nonostante il sottoscritto abbia rispettato ogni punto del regolamento, i tempi massimi di elaborazione stabiliti dal vostro contratto di gioco sono stati ampiamente superati. Ad oggi, ho ricevuto solo un accredito parziale, mentre la restante metà dei fondi risulta ancora non pagata e, impropriamente, disponibile per il gioco sul mio conto.

Desidero inoltre segnalare che l’ulteriore pagamento ricevuto in data odierna sembra essere occorso esclusivamente a seguito della mia segnalazione presso un forum di settore. Tale coincidenza temporale suggerisce una gestione dei flussi di pagamento basata sulla discrezionalità degli operatori piuttosto che sul rispetto dei termini cronologici e contrattuali, pratica che ritengo profondamente lesiva della professionalità del vostro servizio.

Mi riservo, in difetto di un tempestivo e integrale riscontro, di procedere con una segnalazione formale presso le autorità di vigilanza competenti per tutelare i miei diritti di consumatore.

Distinti saluti

Good afternoon,

I would like to assure you that I closely monitor all requests here and promptly forward them to the relevant departments. In this case, it was a coincidence that the payment was processed yesterday. However, I am also making every effort to ensure this situation is resolved as quickly as possible.

Dear Winnita Casino,

Thank you for your response. We appreciate your attention to this matter and will await your update within the specified timeframe.

I'm writing to express my disappointment regarding the handling of my withdrawal request in October.

Honestly, after my numerous complaints, I expected a change of pace and a genuine desire on your part to speed up the processing times. Instead, I must note with extreme disappointment that nothing has been done to speed up the process, despite your reassurances.

I find it unacceptable that, despite the deadline having already passed in March, I still have to demand what I am rightfully entitled to. This complete lack of responsiveness is not only a technical disservice, but a serious lack of respect towards a customer who has waited far too long.

I expected professional and decisive action; I received only inertia. I warn you against prolonging this wait any longer and demand that the payment be processed without further unjustified delays.

Vi scrivo per manifestare tutto il mio disappunto riguardo alla gestione del mio prelievo richiesto a ottobre.

Sinceramente, dopo i miei svariati reclami, mi aspettavo un cambio di passo e una reale volontà da parte vostra di accelerare i tempi di elaborazione. Al contrario, devo constatare con estrema amarezza che non è stato fatto nulla per velocizzare i ritmi, nonostante le vostre rassicurazioni.

Trovo inaccettabile che, a fronte di una scadenza dei termini già avvenuta a marzo, io debba ancora sollecitare quanto mi spetta di diritto. Questa totale assenza di reattività non è solo un disservizio tecnico, ma una grave mancanza di rispetto nei confronti di un cliente che ha atteso fin troppo.

Mi aspettavo una gestione professionale e risolutiva; ho ricevuto solo inerzia. Vi diffido dal prolungare ulteriormente questa attesa e pretendo che il pagamento venga evaso, senza ulteriori rinvii ingiustificati."

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 Klaus777,

I am sorry, but since the casino has failed to respond to our repeated requests and has not provided any further clarification, we are unable to continue resolving this case from our side.

As a result, we are forced to close the complaint as unresolved. This outcome will negatively affect the casino's Safety Index on our website.

I understand this is disappointing, especially given the length of the delay and the lack of progress in your case. Unfortunately, without the casino's cooperation, we have no effective way to move the complaint forward.

Please also note that the casino does not hold a valid gambling license, so there is no relevant licensing authority we can recommend for further escalation.

If the casino replies in the future, we can reopen the complaint and continue the investigation. If you receive any direct update from the casino or need further assistance, feel free to contact me at hadi.a@casino.guru.

I am sorry we could not achieve a better outcome in this case.

Best regards,

Hadi

We’ve reopened this complaint at the request of both the player and the casino. We would like to allow this case another opportunity to be resolved and help both parties reach a satisfactory conclusion

Good afternoon,

On April 7th, 8th, and 9th, a total of €1,350 was withdrawn. At the moment, €7,200 remains. However, payments are being processed daily.

Dear Winnita Casino,

Thank you for your update.

I will now await clarification from the player as well.

Good evening ,

Hello everyone, yes it's true I received several payments from the casino in those days, so much so that they made me think that the situation was about to be concluded and that they had taken my situation seriously but unfortunately the sum of money that I owe remains high, unfortunately the casino then did not continue to send me further processing requests.

Buona sera ,

Salve a tutti , si è vero ho ricevuto diversi pagamenti da parte del casinò in quel giorni, tanto che mi hanno fatto pensare che la situazione si stava per concludere e avessero preso seriamente la mia situazione ma purtroppo rimane ancora alta la somma che di denaro che devo ricevere, purtroppo il casinò poi non ha continuato a inviarmi altre richieste di elaborazione.

Good afternoon,

At the moment, there is €4,500 remaining on the account. Payments are being processed daily.

Yes hello

It seems that the situation has been resolved at the moment at the casino the last 8 transactions remain so I believe the situation is being resolved

Sì salve

sembra che la situazione si sia sbloccata al momento al casinò restano le ultime 8 transazioni perciò credo la situazione si stia risolvendo

Dear Klaus777,

Thank you for the update. I'm glad to hear the situation appears to be moving in the right direction.

Could you please confirm whether you have received the full amount at this point, or if there are still pending transactions outstanding?

In the meantime, I would suggest keeping the complaint open until all funds have been successfully received and the full amount is secured. Please keep us updated on the status of the remaining payments as they come through.

That said, if you wish to close the complaint as resolved at this stage, simply reply to this thread and let us know, and we will mark it accordingly. Please note that you can always reopen the complaint in the future should any issues arise with the remaining payments.

Looking forward to your reply.

Best regards,

Hadi

I would like to keep the complaint open until the casino has processed all the remaining transactions for me, at the moment I have 8 transactions left that I need to receive from them

Vorrei manternere ancora il riclamo aperto finché il casinò non mi avrà effettuato tutte le transazioni rimaste, al momento restano 8 transazioni che devo ricevere da parte loro

roger that, please keep us inform

At the casino there are the last transactions to be made with me

al casinò rimangono le ultime transazioni da fare nei miei confronti

The casino has the last 6 transactions to make towards me left

Al casinò resta le ultime 6 transazioni da effettuare nei miei confronti

Good afternoon,

At the moment, there is only €1,800 left to withdraw, which corresponds to 4 requests of €450 each.

I confirm

Confermo

Dear Klaus777,

Thank you for confirming. Please let us know once the final four transactions have been received so we can close the complaint as resolved.

Best regards,

Hadi

Good afternoon,

All funds have been successfully withdrawn. At the moment, there are no funds on the balance and no active withdrawal requests either.

Dear Winnita Casino,

Thank you for the update. I appreciate the information and will patiently await the player's confirmation.

Dear Klaus777,

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.