Win Maker Casino - A retirada do jogador está atrasada.

Dear Casino Guru Team,

I'm contacting you today because I'm having serious problems with the online casino WinMalter. My withdrawal hasn't been processed for some time, even though all necessary verifications have been completed.

The process was as follows:

I requested a withdrawal, which was canceled twice by the casino.

Each time I was given a different reason why the payout could not be processed.

After I clarified all "open points" and resubmitted documents, for days now all I’ve been told is: "The payment will be processed soon" or "It will take a while" – without a specific date or progress.

The answers from support seem automated, as if generated by an AI – they do not address my questions or situation at all.

I feel like I'm being kept on the line and don't see any willingness from the casino to actually release the withdrawal. Therefore, I'm asking for your assistance in this case.

Sehr geehrtes Casino Guru Team,

ich wende mich heute an Sie, weil ich große Schwierigkeiten mit dem Online-Casino WinMalter habe. Meine Auszahlung wird seit geraumer Zeit nicht bearbeitet, obwohl alle notwendigen Verifizierungen abgeschlossen wurden.

Der Ablauf war folgendermaßen:

Ich habe eine Auszahlung beantragt, welche zweimal vom Casino storniert wurde.

Jedes Mal wurde mir ein anderer Grund genannt, warum die Auszahlung angeblich nicht bearbeitet werden konnte.

Nachdem ich alle "offenen Punkte" geklärt und Dokumente erneut eingereicht habe, heißt es jetzt seit Tagen nur noch: "Die Auszahlung wird bald bearbeitet" oder "Es dauert noch etwas" – ohne konkretes Datum oder Fortschritt.

Die Antworten vom Support wirken automatisiert, wie von einer KI generiert – sie gehen überhaupt nicht auf meine Fragen oder Situation ein.

Ich habe das Gefühl, hingehalten zu werden, und sehe keine Bereitschaft vom Casino, die Auszahlung tatsächlich freizugeben. Daher bitte ich Sie um Unterstützung in diesem Fall. 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise if you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Dear Conny42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru