WinPort Casino - Los retiros de los jugadores tienen límites extremadamente bajos.

I won the maximum amount available on the coupon I deposited with $17112 AUD. After 2 weeks of verification, I made a withdrawl request of $2000 to my bitcoin address. They paid me $400 AUD and returned the rest to my account. I made another withdrawl request, thinking perhaps they didn't have enough BTC on hand as a wire transfer to my bank account... they paid me a mere $300 of my $2000 request, and returned the rest to my account. It will take over a year to get my money at this rate, this is incredibly poor form for a casino, they aren't even paying me my average deposit of $500 back per week. They seem to think they are making a car lease payment instead of paying out a winning customer.

Dear scottM,

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. Do I understand correctly that you have made 2 successful withdrawals so far? 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

Yes I've completed the KYC. The winnings were with a Bonus, that I wagered sucessfully. They have a weekly withdrawl limit of $2000. I've made two withdrawls. But they are only sending 15 - 20% of what I request (first time 400$ second time $300, and returning the rest to my account. At $300 a week... it will literally take over a year to withdraw my winnings. It would take 9 weeks if they honored their already low withdrawl limits. I received the $400 to my bitcoin address, they informed me they had sent $300 to my bank account yesterday, but I have not received it yet. (the other $1700 of my request was returned to my account)

I received $285 to my bank account. There are supposed to be no fees, but 15$ down. Next $2000 withdrawl was just processed... they sent only $200, it's decreasing with every withdrawl. I'm already at the max win for the coupon, so it's not like I can play with it and lose it.

Thank you very much for your reply, scottM. Have you tried contacting the casino regarding this issue? 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.

I've forwarded it to you. They just ignore whatever I say basically, and send back a scripted response.

Thank you very much, scottM, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@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 Scott!

From now on, I will take care of your complaint. I'd like to invite representatives of WinPort Casino into this complaint in order to help us finding a solution for the lengthy withdrawal process.

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 Scott,

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of WinPort Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for your feedback. I’ve been informed by my colleagues that they had come up with a unique payment plan for your future withdrawals and the plan was accepted from your side. It took effect on March 8 and will continue until the cashout is complete.

Please kindly let me know if you need any further heads-up.

Thank you WinPort Casino team for your reply.

Dear scottM,

Can we consider the issue to be resolved?

The unique payment plan is that they pay me 400$ a week, instead of $200 a week. Which means it will take over a year from when I won to be paid out. I am slightly happier with $400 a week over 200, but I still think this is ridiculous given they advertise $2000 a week withdrawls.

Thank you, scottM for the update. 400$ a week is still a very really low withdrawal rate.

Dear WinPort Casino,

On your website, it says that players can withdraw up to 2000$ a week, so 400$ a week is, I'm afraid, still unacceptable. If players' withdrawal rates in the casino are so low, we will have to update this information in the casino's review which will pull the rating down. Players must be warned about such extreme limits. I'm sure you understand that we can't afford to give a "very good reputation" to a casino where players can only withdraw 1600$ a month...

Thank you for your feedback. I've just been informed that my colleagues updated the payment plan by increasing the weekly cashout amount. They also confirmed that the new terms were agreed upon by both sides. It took effect right after your confirmation and will continue until the cashout is complete.

Please kindly let me know if you need any further heads-up.

Dear WinPort Casino,

What is the new weekly withdrawal limit?

We agreed with the customer to execute payments in the amount of $1000 each Wednesday. Customer has confirmed that this schedule of winnings distribution serves acceptable.

Dear WinPort Casino,

Is there a reason why you don't apply the maximum withdrawal limits of $2000 (which are still quite low compared to other casinos)?

The answer with an explanation of details on the current payment plan has been provided to Peter personally not to divulge confidential information

Dear WinPort Casino team,

Thank you for the explanation. It makes sense and it actually is in favor of the player in terms of one transaction. However, why not allow more transactions per week within the limits? Secondly, it doesn't explain why the player's withdrawals started between $200 - $400.

Currently leading private correspondence with Peter due to the privacy of information provided.

Hi all,

Due to the regional conditions of the transactions via Bitcoin, we can accept the withdrawal rate of $1000 per week.

Dear scottM,

I suggest either to continue withdrawing the funds at this rate or changing the payment method. How much out of the 17k have you managed to withdraw already?

I have withdrawn about 7k, 10880 left to go. Happy to switch to bank transfer if i can withdraw 2k a week. Although I did try a bank withdrawl once, and was only sent the minimum 300 for bank withdrawls...

Hi scottM,

If this is the case, I suggest sticking to the $1000 BTC withdrawals. Since it will take another 2,5 months to withdraw the rest of the winnings, I will close the case as resolved for now. If any of the withdrawals fails, please let me know and we will reopen the complaint. In the meantime, we will discuss and update the casino's withdrawal limits in the review which may cause a change in the casino's rating. Thank you for using the Casino Guru complaint resolution center.

Best regards,

Peter