WinTari Casino - El retiro del jugador se retrasa ilegalmente.

I hereby file an official complaint against Casino Wintari, as I am currently being refused payment of my legally obtained winnings.

I made my deposit via a crypto wallet (Blofin) and am now trying to withdraw my winnings to the same wallet. However, the casino is requesting a screenshot of my wallet showing my full name, username, and email address.

Such a screenshot is technically impossible with Blofin. I have already contacted the platform's support directly and received confirmation that this data cannot be displayed in the requested format. I have already forwarded this statement to the casino.

Despite this clear explanation, the casino continues to insist on proof that is practically impossible to provide. As a result, my withdrawal is being unlawfully delayed or blocked.

I would like to explicitly point out that:

I can prove that I made the deposit from this wallet,

I am prepared to provide alternative evidence for verification,

and crypto payments can generally be made anonymously, without such detailed personal screenshots existing.

Therefore, I consider the casino's demand to be inappropriate and disproportionate.

I hereby request that Wintari Casino offer an alternative verification method and immediately pay out my winnings to the wallet I originally used.

Should a timely solution not be found, I will be forced to take further steps and refer the case to the relevant regulatory authorities.

I request assistance in clarifying this case.

Best regards

Ich möchte hiermit eine offizielle Beschwerde gegen das Casino Wintari einreichen, da mir aktuell die Auszahlung meiner rechtmäßig erzielten Gewinne verweigert wird.

Ich habe meine Einzahlung über eine Krypto-Wallet (Blofin) vorgenommen und versuche nun, meine Gewinne auf dieselbe Wallet auszahlen zu lassen. Das Casino fordert jedoch einen Screenshot meiner Wallet, auf dem mein vollständiger Name, Benutzername sowie meine E-Mail-Adresse ersichtlich sind.

Ein solcher Screenshot ist bei Blofin technisch nicht möglich. Ich habe dies bereits direkt beim Support der Plattform angefragt und eine entsprechende Bestätigung erhalten, dass diese Daten in der geforderten Form nicht dargestellt werden können. Diese Stellungnahme habe ich dem Casino bereits weitergeleitet.

Trotz dieser eindeutigen Erklärung beharrt das Casino weiterhin auf einem Nachweis, der faktisch nicht erbracht werden kann. Dadurch wird meine Auszahlung unrechtmäßig verzögert bzw. blockiert.

Ich möchte ausdrücklich darauf hinweisen, dass:

ich die Einzahlung nachweislich von dieser Wallet getätigt habe,

ich bereit bin, alternative Nachweise zur Verifizierung zu erbringen,

und Krypto-Zahlungen grundsätzlich auch anonym erfolgen können, ohne dass solche detaillierten personenbezogenen Screenshots existieren.

Daher halte ich die Forderung des Casinos für unangemessen und nicht verhältnismäßig.

Ich fordere das Casino Wintari hiermit auf, eine alternative Verifizierungsmethode anzubieten und meine Gewinne unverzüglich auf die ursprünglich verwendete Wallet auszuzahlen.

Sollte keine zeitnahe Lösung gefunden werden, sehe ich mich gezwungen, weitere Schritte einzuleiten und den Fall an zuständige Regulierungsstellen weiterzugeben.

Ich bitte um Unterstützung bei der Klärung dieses Falls.

Mit freundlichen Grüßen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear Goldmarie00,

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

To help clarify your issue, could you please provide the following information:

• Have you received any official response from Casino Wintari after forwarding the support statement from Blofin? Could you please share it with me?
• What other alternative evidence are you willing or able to provide for verification, and have you proposed them to the casino yet?
• Have you experienced any previous issues with withdrawals at this casino?

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,

Petra

Dear Goldmarie00,

Thank you for your reply and for providing the previous details.

• Could you please advise us on the current status of your withdrawal request? If possible, kindly post a screenshot of your withdrawal history directly in this thread.
• Additionally, could you provide any further evidence/communication you’ve had with the casino? This may include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru or alternatively post your screenshots in the complaint thread.

Thank you again for your cooperation.

Dear Goldmarie00,

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.

Dear Goldmarie00

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 Štefan (stefan.m@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,

Petra

Dear Goldmarie00,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from WinTari Casino to join this conversation and assist in addressing the complaint.

Dear WinTari Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

What happens next?

Wie geht es jetzt hier weiter?

Dear Goldmarie00,

We've managed to get in touch with the casino representative outside of the complaint thread and we were asked to prolong the timer for an additional seven days. Therefore we will extend the timer by an additional seven days.

Your patience is much appreciated.

Hi Stefan,

Has the casino gotten back to you?

Hallo Stefan,

hat sich das Casino zurückgemeldet?

Hi Goldmarie00,

Thank you for bringing this to our attention. Our support team will contact you today to discuss a suitable resolution for this matter.

Best regards,

Wintari Casino

Dear WinTari Casino,

We havent received any message from your side. Could you please provide your comments regarding the situation?

I look forward to your response.

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 Goldmarie00,

I hope you are doing well.

Could you please let us know whether the casino contacted you with the reasonable solution?

I look forward to your response.

Dear Goldmarie00,

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,
Stefan
Casino.Guru