WinnerCasino - La retirada del jugador se ha retrasado.

This casino has been stalling me for 2 months. I don't get any concrete explanation of the reasons, but always the same standard answers. The money will probably never reach me. Absolutely fake

Dieses Casino hält mich seit 2 Monaten hin. Ich erhalte keine konkrete Angabe der Gründe sondern immer nur die gleichen Standard antworten. Das Geld wird wohl niemals bei mir eintreffen . Absolut Fake

Dear marcuslandwehr92,

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?

Have you accumulated 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

Dear marcuslandwehr92,

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.

I haven't made any withdrawals yet but my account is fully verified. The profit was made with a bonus, but the wagering requirements were fully met and the bonus guidelines were observed.

Ich habe bislang keine Auszahlungen vorgenommen aber mein Konto ist vollständig verifiziert. Der Gewinn wurde mit Bonus erzielt aber die Umsatzbedingungen vollständig erfüllt und auf die Bonus Richtlinien geachtet.

Thank you for your reply, marcuslandwehr92. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, 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.

The withdrawal request is still pending. I regularly get the answer that there is a lot to do at the moment and the payout process is taking longer than normal

Die Auszahlungsanfrage ist weiterhin ausstehend. Ich erhalte regelmäßig die Antwort das derzeit viel zu tun sei und der Auszahlungsprozess länger dauert als normal

Thank you very much, marcuslandwehr92, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of WinnerCasino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi marcuslandwehr92,

I've just reviewed your case and fully understand your concerns about the delayed withdrawal. I'll try my best to help you by contacting the casino.

Dear WinnerCasino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Why the player's withdrawal request has been pending for such a long time?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

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.

Hi marcuslandwehr92,

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. 

Best regards,

Natalia