Winaura Casino - A conta do jogador foi encerrada após repetidas solicitações de retirada.

I entered the casino on August 17, 2025, made two deposits of 20 euros, when I had seventy-something euros, I tried to make a withdrawal, to see if everything was right, and to continue playing.

From then on it was the wharf between messages and documents that are always asking, different people (several names) until 3 am.

He started not approving the withdrawal email, and when he did, he closed the account?

I'm exhausted between messages and support, always asking for documentation sent 20 times.

I will never again fall into a casino without knowing it well. As a result, I'm waiting for them to send me another email, perhaps asking for documents again, because now they must be asleep, because they didn't let me sleep until 3am.

Entrei no casino 17 Agosto 2025,fiz dois depósitos de 20 euros, quando tinha setenta e tal euros, tento fazer uma retirada, para ver se estava tudo certo, e continuar a jogar.

A partir daí foi o cais entre mensagens e documentos que estão sempre a pedir, pessoas diferentes (vários nomes) até às 3h da madrugada.

Começou a não aprovar o email para a retirada, quando aprovou, fechou a conta?

Estou Exausta entre mensagens e suporte, sempre a pedir documentação enviada 20 vezes.

Nunca mais caio num casino sem conhecer bem. Resultado estou à espera que me enviem outro email se calhar a pedir outra vez documentos, porque Agora devem estar a dormir, porque a mim não me deixaram dormir, até às 3 da madrugada.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I've been asked for the documents 20 times, they say it's correct, and they ask again. It's a joke

Já me pediram os documentos 20 vezes, dizem que está correto, é voltam a pedir. Já é gozo

Casino winaura continues to make fun of me.

One person asks for something that's all that's missing, another asks for something else, and that's 30 emails.

Now they've sent an email with the nerve to ask me for the documents in order of request.

Is that normal? When I sent everything, and even today they confirmed that I had sent everything, all that was missing was the bank's address.

They're incompetent, I've already complained to the gaming inspectorate in Portugal, go. ****.

O casino winaura continua a gozar comigo.

Vem um pede uma coisa que só falta isso, vem outro pede outra, já vai uns 30 emails.

Agora enviaram um email com a distinta lata, de me pedir os documentos por ordem do pedido.

Acham normal? Quando enviei tudo, e ainda hoje confirmaram que enviei tudo, só faltava a morada do banco.

São uns incompetentes, já fiz queixa à inspecção de jogos em Portugal, vão. ****.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

Natália I have already provided all the documents since the first day (Sunday) (Monday) (Tuesday)

Natália já forneci todos os documentos desde o primeiro dia (domingo)) (segunda) (terça)

Dear player, please specify what exact documents you have provided. Were any of them approved or explicitly rejected by the casino?

Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have nothing more to say, it's already in the hands of the competent authorities, I'm tired of all this silly talk, when I've said everything, that's all I've been asked to say,

Não tenho mais nada a dizer, já está nas entidades competentes estou cansada de tanta conversa parva, quando eu disse tudo, é tudo que me pediram,

Dear player, unfortunately, if you don't answer our questions or provide any relevant communication with the casino, and in general don't want to cooperate, then we cannot help you with this complaint. All required information is essential for us to be able to investigate your case properly, and without it, we are forced to reject your complaint.

If you change your mind, you can request to reopen this complaint at any time.

We’ve reopened this complaint at the request of Balunoah2025. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent the following message:

Eu já referi que enviei tudo que me pediram.

Nome, morada, NIB, extrato, comprovativo de pagamento, BI, nome e morada do banco. Etc....

Dear player, please forward all the relevant communication (emails, chat transcripts, etc.) between you and the casino to natalia.b@casino.guru. Alternatively, you can post the screenshots here. Thank you in advance.

Hello, Anabela

Please be advised that I am using a translator to communicate.

We apologize, but we don't need anything else for the time being. We would like to inform you that we are awaiting an update from the responsible department on your request.

As soon as there is any progress or information available, you will be notified immediately by e-mail. Thank you for your patience and understanding.

Should you have any questions or concerns, please do not hesitate to contact us.

Sincerely,

Adele,

Casino Support Team

Ticket ID: hd.1755743674248.zt7vn1.04816609

Hello, Anabela

Please be advised that I am using a translator to communicate.

We apologize, but we don't need anything else at the moment. We would like to inform you that we are waiting for an update from the responsible department on your request.

As soon as there is any progress or information available, you will be notified immediately by e-mail. Thank you for your patience and understanding.

Should you have any questions or concerns, please do not hesitate to contact us.

Sincerely,

Adele,

Casino Support Team

Ticket ID: hd.1755743674248.zt7vn1.04816609

Hello, Anabela

Please be advised that I am using a translator to communicate.

We apologize, but we don't need anything else for now. We would like to inform you that we are waiting for an update from the responsible department on your request.

As soon as there is any progress or information available, you will be notified immediately by e-mail. Thank you for your patience and understanding.

Should you have any questions or concerns, please do not hesitate to contact us.

Sincerely,

Adele,

Casino Support Team

Ticket ID: hd.1755743674248.zt7vn1.04816609

I have already sent you all the emails to the guru, at the moment I have deleted them all because as they sent me these two, and my cell phone was getting slow, I deleted them.

Olá, Anabela

Informamos que estou a utilizar um tradutor para comunicar.

Pedimos desculpa, mas não precisamos de mais nada por enquanto. Gostaríamos de informar que aguardamos uma atualização do departamento responsável sobre o seu pedido.

Assim que houver algum progresso ou informação disponível, será notificado imediatamente por e-mail. Agradecemos a sua paciência e compreensão.

Caso tenha alguma dúvida ou preocupação, não hesite em contactar-nos.

Atenciosamente,

Adele,

Equipa de Suporte do Casino

Ticket ID: hd.‪1755743674248‬.zt7vn1.‪04816609‬

Olá, Anabela

Informamos que estou a utilizar um tradutor para comunicar.

Pedimos desculpa, mas não precisamos de mais nada por enquanto. Gostaríamos de informar que aguardamos uma atualização do departamento responsável sobre o seu pedido.

Assim que houver algum progresso ou informação disponível, será notificado imediatamente por e-mail. Agradecemos a sua paciência e compreensão.

Caso tenha alguma dúvida ou preocupação, não hesite em contactar-nos.

Atenciosamente,

Adele,

Equipa de Suporte do Casino

Ticket ID: hd.‪1755743674248‬.zt7vn1.‪04816609‬

Olá, Anabela

Informamos que estou a utilizar um tradutor para comunicar.

Pedimos desculpa, mas não precisamos de mais nada por enquanto. Gostaríamos de informar que aguardamos uma atualização do departamento responsável sobre o seu pedido.

Assim que houver algum progresso ou informação disponível, será notificado imediatamente por e-mail. Agradecemos a sua paciência e compreensão.

Caso tenha alguma dúvida ou preocupação, não hesite em contactar-nos.

Atenciosamente,

Adele,

Equipa de Suporte do Casino

Ticket ID: hd.‪1755743674248‬.zt7vn1.‪04816609‬

EU já vos enviei os email todos ao guru, de momento apaguei todos porque como eles me enviaram estes dois, é o meu telemóvel estava a ficar lento, apaguei.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Balunoah2025,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winaura Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, it's been 11 days and casino winaura hasn't said anything or sorted out my payment

Olá já passaram 11 dias, e o casino winaura não diz nada, nem resolve o meu pagamento

Dear Balunoah2025,

please allow some time for the casino to react. Sometimes it takes longer to proceed the payment.

But casino winaura doesn't even reply to emails.

Mas o casino winaura nem responde aos email.

Hello, Anabela!

I hope you're having a good day!

Please note that in order to proceed with your case, you need to send us the following document:

MBway bank statement proving the deposit you made to us.

Thank you!

If you have any further questions about this request, please reply to the email in your inbox. We'll be happy to help!

Sincerely,

Stella

Casino Support Team

Ticket ID: hd.1756467733552.enz6nb.7d841fe3

Do you think it's normal that I've already sent this document about 10 times, and you're asking for it again? 😡

Olá, Anabela!

Espero que você esteja tendo um bom dia!

Por favor note que para prosseguir com o seu caso, você precisa nos enviar o seguinte documento:

Extrato bancário MBway comprovativo do depósito que nos efetuou.

Agradecemos!

Caso você tenha mais alguma dúvida sobre esta solicitação, responda ao e-mail em sua caixa de entrada. Ficaremos felizes em te ajudar!

Atenciosamente,

Stella

Equipe de suporte do cassino

Ticket ID: hd.‪1756467733552‬.enz6nb.7d841fe3

Acham normal eu já enviei este documento umas 10 vezes, e estão a pedir de novo. 😡

Dear Balunoah2025,

We would like to inform you that verification of your account is required before any withdrawal or refund can be processed, as outlined in Clause 7.4 of our Terms and Conditions.

Thank you for providing the requested documents. At this stage, we kindly request only your bank statement, which should confirm the deposits made to your casino account. As your account is now closed, we would like to assist by informing you that both deposits were made on the 17th of August and should appear as such in your bank statement.

If you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

Winaura Casino

Casino winaura I've already sent this statement about 10 times. 😡

Casino winaura eu já enviei esse extrato umas 10 vezes. 😡

Good afternoon, does anyone know how to get the statement from mbway????? The winaura casino now wants it, I don't know how to get this statement.

I've already taken the payments day and time of the day I played in the casino.

I've already taken the statement where the payments are, with the day, time, amount, my name, NIB, but it doesn't seem to be enough. I can't get the statement from mbway.

They're doing everything they can not to pay, because they have all the proof.

Boa tarde, alguém sabe tirar o extrato do mbway????? O casino winaura agora quer isso, não sei tirar esse extrato.

JÁ tirei os pagamentos dia e hora do dia que joguei no casino.

JÁ tirei o extrato onde tem lá os pagamentos, com dia hora, valor, meu nome, NIB., mas parece que não chega. Não sei tirar o extrato do mbway.

Estão a fazer de tudo para não pagar, porque já tem as provas todas.

Dear Balunoah2025,

Dear Winaura Casino, thank you for your reply. Dear Balunoah2025, as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. Balunoah2025, please let us know whether the required paperwork was sent accordingly.

Dear Balunoah2025,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Balunoah2025,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana