Wintopia Casino - El retiro del jugador se retrasa.

At this particular casino, I am a new customer. My initial withdrawals were processed within the same hour. However, for my latest withdrawal, I was asked to provide identification documents again. Even though I sent them, it took 2-3 days for verification before they confirmed that my account was fully verified.

The withdrawal remains pending after another 3 days, and when I speak to them in chat, I receive automated messages stating that it is being forwarded to the relevant department as a high priority.

Στο συγκεκριμένο Καζίνο είμαι νέος πελάτης, οι πρώτες μου αναλήψεις εκτελούνταν μέσα στην ίδια ώρα. Στην τελευταία μου ανάληψη μου ζητήθηκαν εκ νέου έγγραφα για ταυτοποίηση , που ενω τα έστειλα έκαναν να ελενχθούν 2-3 μέρες μέχρι να μου επιβεβαιώσουν ότι ταυτοποιήθηκε πλήρως ο λογαριασμός μου.

Η ανάληψη παραμένει σε αναμονή μετά από άλλες 3 μέρες και όταν μιλάω μαζί τους στο chat μου έρχονται αυτοματοποιημένα μηνύματα ότι το προωθούν στο αρμόδιο τμημα σαν υψηλής προτεραιότητας.

Dear jimraff,

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.

The withdrawal finally went through and I received my money.

I tried to play a new sports bet and discovered that my account has been limited to €0.01 no matter what I try to bet.

This casino is over for me, pay attention to the rest.

Η ανάληψη τελικά έγινε και έλαβα τα χρήματά μου.

Προσπάθησα να παίξω ένα νέο αθλητικό στοίχημα και ανακάλυψα ότι μου έχουν limitαρει το λογαριασμό στο 0.01€ σε ότι και να προσπαθήσω να στοιχηματίσω.

Τέλος αυτό το casino για μένα , προσοχή στους υπόλοιπους

Dear jimraff,

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