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.