Winit Casino - Los retiros de los jugadores se retrasan.

I have two pending withdrawals

i was told 21 working days and now it’s pushing on two months.

every time I use their online chat they send the same repeated message and kick me off instantly.

although whilst playing on the site on two different occasions I hit a £180 win and they didn’t add it to my account and I had to argue and prove it with screen shots that my number landed on roulette with £5 on it

they fob me off and I’m so fed up with it now

Dear crockett92003,

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? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi i didnt use any bonus what so ever and easiiy have deposited more than i have won. I t just became strange when anything over £160 that came in on roulette didnt actually come to me. This happened 2 or 3 times and i had to comtest it. I had 5£ on a number and when it would drop the game would kindnof crash.

Ive never been able to wothdraw at all.

KYC im unsure what this is but i dont think they have actually requested anything from me.

Thank you very much for your reply, crockett92003. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear crockett92003,

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.

Hi i did emailthe above email a screen record of what they are sayinh to me

Can you check if its recieved

I have cohtacted them.again tiday. Same stupid answers

I dont have any other communication unfortunately

Screen shots are here

Thank you very much, crockett92003, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you crockett92003 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winit Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Im guessing no reply at the moment

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.

So will that mean i lose out?

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter