Winit Casino - A retirada do jogador foi adiada por meses.

I played with this casino back in July.

Won £1000 and decided to withdraw.

I don't use free bonuses or spins as I hate them.

I was told it takes up to 21 business days to process.

It's been over 60 business days. I've been on live chat so many times. I get the same reasons.

They are busy, they understand my frustration, they've got my back, they're sure it will be resolved soon.

It's been nearly 3 months!

I've seen so many reviews now that made me wish I'd never been on their site.

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.

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?
• Has the status of your withdrawal request remained unchanged since you requested it (in progress)?
• Could you please confirm that you have passed the KYC verification?

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

Hello Kristina,

I've never made any withdrawals before this one.

It's stayed the same, just in progress since requesting.

It says I've passed verification.

Thank you for taking the time.

Martin

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

Nearly all my correspondence was via live chat.

I can send you the screenshot of all the times I contacted them?

Martin

Please send screenshots of your most recent communications and any other information you consider important to help us support you in resolving this case. Thanks!

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Barbora (barbora.p@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.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.

Hello

We are extending the timer by another 7 days due to ongoing attempts to establish communication with the casino.

Best regards,

Barbora

Thank you so much.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora