Winstoria Casino - El jugador aún no ha recibido las ganancias.

Total winnings were 1627, i requested withdrawal on 8.1, they only give 500e per transaction. First 500 came 9.1 then nothing to this day, support tells me to contact the KYC team via email but they are not responding. I have made withdraw from this casino without any problems last time. Full KYC was completed on 20.11.2023.

Dear jariftw,

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

No response from them and have not received withdrawals yet. Last week casino support told that financial department has huge workload but for it to take 2 weeks is strange

Thank you for your reply, jariftw. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Have you accumulated your winnings with or without an active bonus?

They are pending. I got non sticky bonus but i didnt go down to bonus funds.

They sent email today for additional documents, ill send them and wait for response.

I sent the requested documents but afterwards they responded that my account is undergoing additional check by the risk department that might take up to 14 business days. Is this normal?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I sent you some screenshots via email

Thank you very much, jariftw, 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, jariftw!

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!

Hoping to get this resolved soon, its been 23 days now. Starting to get stressful.

Dear jariftw,

We inform you that your account is being checked by the risk department of our casino, of which you were notified via the email associated with your casino account 2024-01-22 07:48:20 UTC+0.

You will receive a notification once your account has been reviewed by the Risk Department.

Thank you for your understanding.

Sincerely,

Winstoria Casino Risk Department.

But why did my withdrawal get first delayed by 2 weeks and then after that i get notified about another 2 week delay?

Dear jariftw,

We inform you that your account is being checked by the risk department of our casino, of which you were notified via the email associated with your casino account on 2024-01-22 07:48:20 UTC+0.

You will receive a notification once your account has been reviewed by the Risk Department.

We inform you that all actions about your account have been and will be performed strictly by the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Winstoria Casino Risk Department.

Ok thanks, will be looking forward to the response on this friday when 14 business days have been passed.

No answer yet to my email, today has been 14 business days since the risk review begun. Email stated that it can take UP TO 14 business days.

Winstoria Casino Risk Department, is there any reason that the player's security review is delayed beyond the mentioned timframe?

Sent emails, no response..

Dear Pavel,

We inform you that jariftw's account is still under review by the Casino Risk Department.

Unfortunately, the check takes longer than expected.

We will notify you as soon as the check is completed.

Thank you for your understanding.

Sincerely,

Winstoria Casino Risk Department.

Any estimates how long it still takes, it has been 1,5 months since withdrawal request. And its not cool that its now 10 days past the promised timeframe.

Got these from the livechat, i had not received any notification about another +2 week delay.

Dear jariftw,

We inform you that SANTTUKAI's account is still under review by the Casino Risk Department.

We will notify you as soon as the check is completed.

Thank you for your understanding.

Sincerely,

Winstoria Casino Risk Department.

Any solution to this? It has been almost 2 months since i made the withdrawal request.

Winstoria casino, is there any approximate timeframe in which you can tell that the check will be finished?

Now i cant log in, site says that my account is disabled because of gambling addiction. I do not have gambling addiction and i havent got any email from them about this situation

Update: now my check is compelete and i can make new withdrawals of 200 euros each.

jariftw, I am happy to hear it! Please, let me know when you will manage to withdraw all that you plan to cash out or if there will be any problems with it.

Received first withdrawal of 200e on friday

jariftw, has there been any further progress on your withdrawals?

Yes they have been coming, 327euros is still pending.

jariftw, has there been any further progress on your withdrawals?

Got all my money out, but now im banned for "gambling addiction"

Would you like to dispute the account closure as well? If you have mentioned anywhere along the way that you may have problems because of gambling, the ban would be justified.

It is fine that i got my winnings, its just weird because i have never on any site closed myself or anything, not even mentioned.

All right, then. Please, keep safe if you suspect that you have gambling addiction.

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team