Winum Casino - El jugador afirma que el pago se ha retrasado.

I made a withdrawal 2 days ago and was asked to complete a verification process which I complied and did. These about 48 hours ago.

And they clearly stated during the verification process withdrawal of funds will be suspended, so now that I've completed the process my withdrawal ought to have been completed by now.

It's been more tha. 48hours and nothing yet, I need my withdrawal please

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Dear EVELYN-SILAS,

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 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

It's not resolved, now the account is blocked and they're claiming i violated there rule which is exactly false in itself.

They saw i have a balance of over $2800 dollars so instead of paying they just blocked the account and are talking gibberish now

Dear EVELYN-SILAS,

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.

My withdrawal hasn't been received and it fact my account was blocked after I've successfully verified my account

Dear EVELYN-SILAS, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

1. NO I HAVEN'T MADE ANY WITHDRAWAL BEFORE

2. YES I'VE PASSED THE VERIFICATION, I WILL EVEN ATTACH A PROOF OF THAT

3. I'VE NEVER USED THERE BONUS BEFORE

4. I PLAY BOTH CASINO AND SPORT BET EQUALLY

5. I WOULD ATTACH ALL NECESSARY PROOF

AFTER I COMPLETED THE VERIFICATION THEY FIRST TOLD ITS A PAYMENT ISSUE THAT I WOULD SOON RECEIVEY WITHDRAWAL.

THEN NEXT THING IM COMING TO CHECK MY EMAIL JUST TO SEE A MESSAGE THAT MY ACCOUNT IS BLOCKED DUE TO SOME VIOLATION I NEVER DID OR KNOW NOTHING ABOUT. I'VE BEEN USING THESE ACCOUNT FOR BOTH CASINO AMD SPORT BETTING AND I MOSTLY INDULGE IN WORLD CUP GAMES. THESE IS VERY UNJUST AND UNFAIR. I NEED MY FUNDS IN THERE PLEASE

Dear EVELYN-SILAS,

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 ResolverBarbora, (barbora.p@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,

Karla Mayfly

Hello EVELYN-SILAS,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Dear EVELYN-SILAS,

I have contacted the casino and requested an explanation, along with any evidence supporting the decision to close your account and withhold your funds.

So far, the casino has only replied that they cannot discuss account-related matters with a third party and has not provided any explanation or evidence regarding the alleged violations.

I have contacted them again and asked them to reconsider their position. I'll now allow them some additional time to respond. As soon as I receive any update, I'll let you know here.

Thank you for your patience.

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 EVELYN-SILAS,

I have made every reasonable effort to obtain further information from the casino. They initially refused to discuss account-related matters with a third party and referred me to their Security Team. Unfortunately, despite my follow-up, I have not received any response.

As the casino has not provided the requested explanation or evidence, I am unable to continue investigating this case. Therefore, I have no other option but to close the complaint as unresolved due to insufficient evidence.

I understand this is not the outcome you were hoping for. Please note that unresolved complaints negatively affect the casino's rating on our website. If the casino decides to cooperate in the future, we will reopen the complaint and notify you by email.

In the meantime, I recommend submitting a complaint to the Anjouan Offshore Finance Authority (AOFA) through the license badge in the footer of the casino's website. If you need any assistance or receive a response from the regulator, feel free to contact me at barbora.p@casino.guru.

I'm sorry I couldn't achieve a better outcome in this case.

Kind regards,

Barbora