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

Hello.

I registered at this casino, made a deposit, and managed to win first in the sportsbook, then I played in the casino, played slots, and won a total of more than 1,000$.

I also played and bet 1000$ for withdrawal.

The rules say that withdrawals can take up to 5 days, but I asked the support and they told me that withdrawals are processed within 72 hours. However, no withdrawals were received within 72 hours or within 5 days.

Support is trying to solve something and sends endless requests, as a result, they generally start ignoring and not responding to messages. Also, let me clarify that my account is verified and I did not use any bonuses.

I ask to help resolve the issue.

Thank you.

Dear gorjepol,

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

Also, I would like to clarify that in addition to problems with withdrawal of funds, since Saturday the balance of the completed deposit has not been displayed. The casino refers to problems with the provider that have not been resolved for the fifth day.

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Dear gorjepol,

Have you received your withdrawal from the casino yet?

Two weeks have passed, and the casino still has not withdrawn the funds or credited the deposit to the balance. Support writes about problems with the provider, which is already hard to believe. Please help me solve the problem.

Thank you for your reply, gorjepol. 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?

Regarding the lost payment - I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account, so please keep us updated.

Dear gorjepol,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.