Winnita Casino - O jogador afirma que o seu pagamento foi atrasado.

I am a player at Winnita Casino. Over the past few weeks, I have deposited a total of EUR 23,000 in real money via instant bank transfers (Instant Bank Transfer to a Dutch ClearBank IBAN). I have never used or activated any bonuses during my sessions. I honestly won a total of EUR 98,000 playing Baccarat (high stakes, including side bets such as pairs). When I requested a withdrawal, my account was put under verification (KYC). I have cooperated fully with the casino: I uploaded all the required documents, sent photos of my BBVA and Intesa cards and my self-portraits via email as explicitly requested by VIP support (Davide and Emanuele). On Monday, VIP support Emanuele promised me a definitive answer by Tuesday. Today is Wednesday and the verification is still pending. is still 'Pending' (Review in progress) and the casino has stopped responding to my emails. I have complete PDF receipts for my €23,000 bank deposits and screenshots of my winnings. I'm asking CasinoGuru to step in and help me get my legitimate winnings.

"Sono un giocatore al Winnita Casino. Nelle ultime settimane ho depositato un totale di 23.000 EUR di denaro reale tramite bonifici bancari istantanei (Bonifico Instantaneo a un IBAN ClearBank olandese). Non ho mai utilizzato o attivato alcun bonus durante le mie sessioni. Ho vinto onestamente un totale di 98.000 EUR giocando a Baccarat (puntate elevate, incluse scommesse secondarie come le coppie). Quando ho richiesto un prelievo, il mio conto è stato messo sotto verifica (KYC). Ho collaborato pienamente con il casinò: ho caricato tutti i documenti richiesti, inviato le foto delle mie carte BBVA e intesa e i miei autoritratti via e-mail come esplicitamente richiesto dall'assistenza VIP (Davide ed Emanuele). Lunedì, l'assistenza VIP Emanuele mi ha promesso una risposta definitiva entro martedì. Oggi è mercoledì e la verifica è ancora in corso." è ancora 'In sospeso' (Revisione in corso) e il casinò ha smesso di rispondere alle mie email. Ho le ricevute in PDF complete dei miei depositi bancari di 23.000 euro e gli screenshot delle mie vincite. Chiedo a CasinoGuru di intervenire e aiutarmi a ottenere le mie vincite legittime.

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.

Dear chenhg,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear chenhg,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear chenhg,

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,
Karla
Casino.Guru

We’ve reopened this complaint at the request of chenhg. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear chenhg,

Thank you for your update.

Could you please let us know what the current status of your account and balance is? Has the casino completed the verification process, and have you received any part of your winnings so far?

Please confirm your current withdrawable balance and whether any withdrawal requests have been processed since your last message. Additionally, have you received any further communication from the casino regarding your account or verification?

We look forward to your update so we can better understand the current situation.

Karla

In the meantime, I haven't received any response from Winitalia, nor have I accepted the verification. My balance is around €98,000, and I tried to withdraw €4,000, but with no positive response.

Per intanto non ho ricevuto nessun risposta dal winitalia e nemmeno accettato la verifica. In quanto il saldo siamo sui 98.000 € e avevo provato a prelevare sui 4.000 € però con nessuno riscontro positivo 

Hello chenhg,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear chenhg, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Good morning, I haven't been able to withdraw money because their site doesn't allow it. They say they're checking my KYC, but I've been waiting for months for a response from them, but no response. Yes, I've usually played online casino games without using any bonuses.

Buongiorno, non ho sono riuscito a prelevare perché il loro sito non mi hanno permesso, perché dicono che stanno controllando il KYC ma sono ormai da mesi che aspetto riscontro dalla loro parte ma nessuna risposta. Sì ho giocato solitamente i giochi di casinò online senza utilizzare nessun bonus

Dear chenhg,

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, Barbora, (barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Winnita Casino representative to join this conversation.

Dear Winnita Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Good afternoon,

I am very sorry that you have encountered this situation, especially since you have indeed provided all of the requested documents.

I have forwarded your case to our Security Department for further review, and I will get back to you with an update as soon as I receive their response. Thank you for your patience and understanding.

Thank you for the update. I appreciate it.

I will await your response once you have received an update from your Security Department.

Good afternoon,

I am currently waiting for your account verification to be completed. Once the verification has been successfully finalized, you will be able to withdraw your funds without any issues.

Dear Winnita Casino,

Thank you for your update.

Could you please clarify what is currently preventing the completion of the player's verification? According to the information available, the player has already submitted all requested documents and has been waiting for the verification to be completed for a long time.

Could you also provide an estimated timeframe for when the verification is expected to be completed, or let us know whether any additional action is required from the player to finalize the process?

I look forward to your response.

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.

Good afternoon,

Your account has been successfully verified, and your first withdrawal requests have now been submitted. They are currently being processed. 🙂

Dear chenhg,

I'm glad to hear that your account has finally been verified.

Could you please let us know once you receive your first withdrawal? If there are any further delays or issues with the remaining payments, don't hesitate to inform us. We'll keep the complaint open until we can confirm that the withdrawal process is progressing as expected.

I look forward to your update.

Good morning, I currently owe €450 of the €4,000 from my first withdrawal. However, I made another withdrawal a couple of days ago, but so far, I haven't received anything.

Buongiorno, attualmente mi devono i 450 su i 4000€ del primo prelievo. Tuttavia, un paio di giorni fa ho effettuato un altro prelievo ma fino adesso, non ho ancora ricevuto niente

Dear chenhg,

Thank you for your update. I'm glad to hear that you have already received most of your first withdrawal.

Could you please let me know the amount of your latest withdrawal request? I look forward to your reply.

Good morning, the first withdrawals are all activated and I made another withdrawal of 4000 which has yet to arrive

Buongiorno, il primo prelievo sono tutti attivati e ho fatto un'altro prelievo di 4000 che deve ancora arrivare

Good afternoon,

At the moment, I can confirm that there are no active withdrawal requests on the account. I’m also happy to confirm that €4,000 has been successfully withdrawn.

However, the user’s current balance is €0, as the remaining funds have been lost through gameplay. Therefore, there are currently no funds available for further withdrawal.

Please close the complaint as resolved.

Hi chenhg,

The casino has now informed us that your account was successfully verified and that the €4,000 withdrawal was successfully processed. They also stated that the remaining balance was lost through further gameplay and that your current balance is now €0.

Could you please confirm whether this is correct? In particular, did you continue playing with the remaining funds and lose the balance through gameplay?

If the balance was indeed played through and there are no funds remaining, please also confirm that you received the €4,000 withdrawal. In that case, I would close the complaint, as there would no longer be an outstanding balance for us to resolve.

Thank you for clarifying.

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

Dear chenhg,

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,

Barbora