Wintopia Casino - El retiro del jugador se retrasa.

Hello,

Unfortunately, I have been experiencing issues with withdrawals at the above-mentioned online casino for days.

On December 10th, I requested two withdrawals (500€ each). My account was already verified at that time. On December 11th, I was then asked to submit missing documents (proof of bank account, virtual credit card). I did this immediately. I have not received any feedback regarding this.

I have contacted the support & "VIP Manager" multiple times, but have not received any response.

In live chat, I am repeatedly told that the department will get in touch once the withdrawal is processed. So far, all attempts have been unsuccessful.

I kindly ask for your help. Thank you very much.

Guten Tag,

leider habe ich bei dem oben stehenden Online Casino seit Tagen Probleme bezüglich der Auszahlung.

Am 10.12 habe ich zwei Auszahlungen (jeweils 500€) beantragt. Mein Konto war zu diesem Zeitpunkt bereits verifiziert. Am 11.12 wurde ich dann aufgefordert fehlende Dokumente (Nachweis Bankkonto, virtuelle Kreditkarte) einzureichen. Dies habe ich umgehend getan. Eine Rückmeldung dazu habe ich nicht erhalten.

Nun habe ich mehrfach den Support & "VIP Manager" kontaktiert, ohne Antwort.

In Live Chat gibt es immer wieder nur die Antwort, dass die Abteilung sich melden wird, sobald die Auszahlung stattfindet. Bisher waren also alle Versuche ohne Erfolg.

Ich bitte um eure Hilfe. Vielen Dank.

Dear Jay37912,

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 the 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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day,

The payment has been made. Thank you for your help.

Guten Tag,

die Auszahlung ist erfolgt. Vielen Dank für Ihre Mithilfe.

Dear Jay37912,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru