Winnita Casino - A desistência do jogador foi adiada.

Hello Casino Guru Team,

I would like to ask for your assistance regarding a withdrawal issue with Winnita Casino.

On 7 July, I requested a withdrawal of €1,200. Since that day, the withdrawal has remained pending because the casino informed me that my account is under a routine audit.

Here are the relevant facts:

My account has already passed the KYC verification.

I have made several successful withdrawals in the past, including one of approximately €700.

I have not been asked to provide any additional documents.

I have not been accused of violating the Terms and Conditions or the bonus rules.

Customer support repeatedly tells me that the audit is still in progress and that they cannot provide any estimated completion time.

I have contacted live chat many times and also sent a formal complaint to the casino's complaints department. The only reply I received was that my documents had been forwarded to the relevant department and that I would be contacted once the verification process is completed.

As of today, 23 July, 16 days have passed since my withdrawal request, and I still have no concrete update or estimated timeframe.

I fully understand that casinos must carry out security checks and compliance reviews. However, I am becoming increasingly concerned by the lack of transparency and the prolonged delay, especially considering that my account has already been verified and I have successfully withdrawn funds in the past.

I would greatly appreciate it if you could review my case and, if appropriate, contact the casino on my behalf to obtain further clarification regarding the status of my withdrawal.

Thank you very much for your time and assistance.

Kind regards

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello and thank you for your reply. I'm providing the requested information:

1) I have always only played slots.

2) I've always used the same payment method: bank transfer. Both for deposits and withdrawals (the winnings, 16 days after the request, are still credited to my account balance).

3) I attach a screenshot of the response to my second formal complaint. I would like to point out that the response is almost always identical to every question I ask.

Salve e grazie della risposta, fornisco le informazioni richieste:

1) Ho sempre giocato solo slot.

2) Ho sempre usato lo stesso metodo di pagamento: bonifico bancario. Sia per deposito che per prelievo (la vincita, a 16 giorni dalla richiesta, risulta ancora accreditata nel saldo dell'account).

3) Allego screenshot della risposta al mio secondo reclamo formale, preciso che la risposta è quasi sempre identica a ogni mia domanda.

Furthermore, despite my requests, they do not provide the information necessary to identify ADR, license number, etc.

Inoltre, nonostante le mie richieste, non forniscono informazioni necessarie ad identificare adr, numero di licenza ecc..

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear isolaa,

My name is Jana, and I will be assisting you in resolving your complaint. I sincerely apologize for the delay in your withdrawal. I will reach out to the casino and do my utmost to expedite the resolution of this matter.

Additionally, I would like to invite a representative from Winnita Casino to join this discussion and collaborate in addressing your complaint.

Dear casino, may I kindly request your input regarding the reason for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation in providing this information.

Good afternoon,

I have forwarded your request to our Finance Department so they can investigate the reason for the delay. I will get back to you with an update as soon as I receive more information.

Dear Winnita Casino,

Thank you for your message. We appreciate your communication and kindly ask that you keep us informed of any new developments.

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

Dear isolaa,

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