Winbay Casino - Jogador enfrenta atraso na retirada devido a problemas de verificação.

This complaint is actually about Winbay and not TikiCasino, but both are operated by the same company, the Rapidi Casino Group.

The issue is that I still have a €1500 withdrawal pending, and I'm required to verify my account, which I have done. However, they repeatedly asked for the transaction history, which I have submitted, but the verification process has already been going on for two weeks. I haven't received any updates on the status of the verification, and customer support keeps telling me to be patient because the verification is in progress. This process should not take this long.

es handelt sich nicht um tikicasino sondern um Winbay diese seite hat jedoch den gleichen Betreiber die (Rapidi Casino Group)

das problem ich habe dor noch 1500 euro in auszahlung jedoch soll ich m einen account verfizieren was ich auch getan habe jedoch wurde immer wieder neu nach dem transaktionverlauf verlangt den ich auch eingesendet habe aber die verifizierung dauert jetzt schon 2 wochen und ich bekomme keine rückmeldung wie weit die verifizierung ist und der support sagt immer nur ich solle mich noch etwas gedulden da die verifiezierung im gang ist jedoch kann sowas ja nicht so lange dauern.

Hello LongDongSilva88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbay Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not or is it the transaction history only?
• When was the last time you spoke to the casino and what was it about?

Please note that 1 complaint may be related to 1 casino only.

Looking forward to your answer.

Regards,

Nick

hello the verification was requested on 14.01.2025 if I am correct

ID, address, transaction history were requested

ID and address were quickly declared to be correct, only the transaction history, they requested the data several times and sometimes twice, so I sent the things later, they wanted a different time period and then again the one from before

The last time I was in contact was 3 days ago and they've been telling me for about 10 days that I should be patient but no verification takes that long.

It's not about tiki casino but about Winbay, but it is the same casino operator.

Kind regards, jasminko

moin die verifizierung wurde wenn ich richtig liege am 14.01.2025 angefragt

ID, Adresse, Transaktionsverlauf wurden verlangt

ID und adresse wurden schnell als richtig erklärt nur die transaktionshistorie da haben die mehrfach die daten angefordert und teilweise auch diese dann doppelt also ich habe die sachen dehnen geschickt anschließend wollten die einen anderen zeitraum haben und dann wieder den von zuvor

zuletzt in kontakt müsste das vor 3 tagen gewesen sein und mittlerweile weisen die mich darauf hin seit ca 10 tagen ich solle mich gedulden aber keine verifizierung dauert so lange.

es geht auch nicht um tiki casino sondern um Winbay jedoch ist es der gleiche casino betreiber.

MfG jasminko

Hello LongDongSilva88,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

Hi unfortunately I can not do this because it was always in the live chat so I have no recordings

Moin leider kann ich dies nicht da es immer im Live Chat war also habe ich keine Aufzeichnungen

Thank you LongDongSilva88 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear LongDongSilva88, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Winbay Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when LongDongSilva88 can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, I have to apologize, I managed to get the payout through other means a few days ago, but I thank you very much for your help 🫶🏼

Moin ich muss mich entschuldigen ich habe es geschafft auf anderen Wege die Auszahlung zu bekommen vor wenigen Tagen ich bedanke mich aber recht herzlich für ihre Hilfe 🫶🏼

Dear LongDongSilva88,

Thank you for the updates. We're glad to hear that your issue has been resolved. We'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you 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,

Natalia

Casino.Guru