WinnerCasino - La retirada del jugador se ha retrasado.

I followed a link from til tok (stupidly) any way I win £410 in total - withdrew - to date nothing, contacted so many times says it’s being processed.. then no response

Dear kerry1357,

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

Hi no this was the first time withdrawing, all verification passed, no bonus.

Thank you for your reply, kerry1357. Could you please advise what is the current status of the withdrawal request? When was the last time you contacted the casino regarding this issue? Please forward all the latest communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I contact them every day and get the same response

attached is todays conversation

regarding g my withdrawal - your withdrawal is pending

Thank you very much, kerry1357, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Kerry1357!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Have you any update?

Hello, Kerry,

Right now, there is still no response from the casino. I hope we will hear at least something from them, but right now the only thing to do is to wait.

We have standard timeframe for casinos - 2 weeks, after which complaint is closed as unresolved, if we receive no response from them. Unresolved complaints decrease the casino rating, so it is in their interest to give an answer.

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.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team