Wintopia Casino - Los retiros de los jugadores se retrasan debido a la verificación de la tarjeta.

Hello, I have made two withdrawals of €1000 each and I still haven't received confirmation for the credit on my account. They are asking me to send photos of a card that I do not own. In the past, I made a deposit with a card not registered to me. What can I do??

I still have €2900 in my game account balance and I need to withdraw that as well.

Salve ho effettuato due prelievi di 1000€ ciascuno e ancora nn ricevo conferma per accredito sul mio conto mi dicono di inviarci le foto di una carta che nn è di mio possesso in passato ho effettuato un deposito con una carta nn intestata a me come posso fare ??

ho pure ancora 2900€ nel saldo del conto gioco e dovrei prelevarli pure

Dear mattyscollo94, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

3. Wintopia ACCOUNT MANAGEMENT

3.6. It is prohibited:

а) to transfer funds from one account to another;

b) to use payment methods of 3rd parties;

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards

Veronika

Sorry, I understand but I didn't know about all this when I opened my account I was with a friend and he deposited I knew that you can't withdraw with third party cards but depositing like other online casinos has always been done

Scusi capisco ma nn sapevo di tutto ciò quando ho aperto il mio account ero con un amico e ha depositato lui io sapevo che nn si può prelevare con carte di terzi ma depositare si come altri casinò online lo sempre fatto

How can I do it, you understand, it's money won and mine

if not you can make a deposit because they accept them with third party cards

I could send them my friend's card details with documentation that he is the owner

Come posso fare capite sono soldi vinti e miei

se nn si può fare deposito perché li accettano con carte di terzi

Io potrei mandarli gli estremi del carta del mio amico con documentazione che lui è il proprietario

please help me then I don't know how to contact the Wintopia casino people how can I explain it to them

vi prego aiutatemi poi nn so come contattare a quelli del casinò wintopia come faccio a spiegarlo a loro

I'm sorry but as I mentioned in my first response, we will not be able to assist you.

When you make a deposit to the casino, your account is usually not verified at that point. The casino typically verifies the owner of the payment method only before processing a withdrawal. Therefore, it is your responsibility to ensure that you use payment methods that are solely in your name.

Casinos perform rigorous checks before approving withdrawals. If they find that the payment method does not match the account holder's details, they may block the account to comply with their security and anti-fraud policies. This is to prevent potential misuse and ensure that the funds are managed according to their terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.