Wintop Casino - La retirada del jugador se ha retrasado.

I created an account on their website and deposited 52$. However, I was unable to do anything. I could not place a bet on sports, nor play slots. The chat support was unable to provide any explanations. I decided to withdraw my balance. The website stated that the withdrawal was successfully confirmed, but it's been two weeks and I still have not received my funds into my crypto wallet! I have repeatedly contacted the support, but they keep telling me to file a complaint with Curacao! Is this normal???

Я створив акаунт у них на сайті. Вніс депозит в розмірі 52$. Але я не зміг нічого зробити. Мені не вдалося не зробити ставку на спорт, не пограти в слоти. Підтримка в чаті мені нічого не змогла пояснити. Я вирішив вивести свій баланс. На сайті написано що вивід коштів успішно підтверджено. Але пройшло вже 2 тижні а я досі не отримав свої кошти на свій крипто гаманець! Я звертався не одноразово в підтримку! Але вони мені кажуть щоб я писав скаргу в Кюрасао! Це нормально???

Hello xray200,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wintop Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any kind of bonus in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The casino didn't ask me to verify my account! I did not take any bonus. They write that the funds have been sent to me! But I never got anything! They suggest I file a complaint in Curaçao! No one from Curacao has ever answered me once!

Підтвердження облікового запису казино не просило мене! Бонус я ніякий не брав. Вони пишуть что кошти мені відправили! Але я нічого так і не отримав! Вони пропонують мені написати скаргу в Кюрасао! Мені з Кюрасао ніхто ніколи не відповідав жодного разу!

Hello xray200,

Do I understand it correctly that neither the deposit arrived into your casino account as well as the withdrawal from the casino?

The deposit has arrived. The withdrawal did not reach my wallet. They tell me that the funds have been withdrawn. But it is not so. This is a lie. They did not provide me with any proof of the transaction!

Депозит прийшов. Виведення коштів не дійшло на мій гаманець. Мені вони кажуть що виведення коштів зробили. Але це не так. Це брехня. Вони не надали мені жодних доказів транзакції!

Hello xray200,

Can you please advise since when is the withdrawal pending? Can you please forward a screenshot of your deposits, bonus and withdrawal history?

I have been waiting for my funds since March 17.

Чекаю на свої кошти з 17 березня.

Thank you xray200 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear xray200,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wintop Casino representative to join this conversation.

Dear Wintop Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

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 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 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.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru