Winsane Casino - O levantamento dos prémios dos jogadores está atrasado.

📌 SUMMARY OF EVIDENCE CHAIN

First Email (Pending Withdrawals Inquiry – Helen)

Clearly states expectation of "instant withdrawals" and that funds are pending without explanation.

Date: 2 days ago. No response logged.

Second Email (Refusal of Withdrawal)

Reason for refusal is requested—no reason was given by the casino.

Still no official denial, just silence or vague deferral.

Third Email (Legal Notice – Formal Request)

Direct, well-constructed legal demand with reference to contract terms, consumer law, and regulatory escalation.

Sent 1 day ago. Still no rebuttal or action from Winsane.

Multiple good faith inquiries,

A formal legal notice,

Provided every requested verification document (including some not even required by their policy).

They’ve responded with:

Shifting requirements,

Overreach into irrelevant personal documentation (parental utility bills),

No lawful reason for denying or delaying the withdrawal.

In a court of law, or before a regulator, this is indefensible.

Dear mshmanderson,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I made sure that i was verified before i even commenced playing and then when i tried to withdraw funds they refused to allow it and changed my status to unverified and now they won't verify my account. Then made all these strange requests for more documentation which I supplied everything they requested and more, however they still will not verify my account.

**Casino Complaint against Winsane Casino**

Dear Casino guru,

I am submitting a complaint against Winsane Casino for repeatedly refusing to release my verified winnings.

**Details:**

- I verified my account with ID, income statement, and bank records.

- I was then required to submit a **birth certificate** and a **parental utility bill**, neither of which is listed in their KYC policy.

- I complied, including resubmitting documents in JPG format.

- 5 agents gave conflicting information, and no resolution was ever provided.

- I have submitted all evidence.

I respectfully request Casino guru to intervene and require Winsane Casino to:

- Release my winnings,

- Apologize for the misconduct,

- And be investigated for breach of player rights.

Sincerely,

Helen

Dear mshmanderson, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have a pending withdrawal in your account? If yes, could you please send a screenshot of it?

Have you re-submitted all the documents the casino requested, including ones like the birth certificate and parental utility bill?

Has the casino given you any official reason for refusing to verify your account?

Have you ever been able to successfully withdraw from this casino in the past?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Dear Dominika,

Thank you for your reply and for assisting with this complaint. Please find answers to your questions below:

---

1. Do you currently have a pending withdrawal in your account?

Yes. I have a pending withdrawal that has not been processed due to the casino refusing to verify my account.

> (the withdrawal is pending but locked due to unverification.)

---

2. Have you re-submitted all the documents the casino requested, including birth certificate and parental utility bill?

Yes. I complied with all demands, even those not listed in their Terms & Conditions, including:

A birth certificate (which is not part of their published KYC list),

A utility bill in my parent’s name,

Multiple bank statements,

A government-issued infringement notice as proof of address,

An income statement,

And my photo ID.

They continued to stall and refused to approve my account despite full compliance.

---

3. Has the casino given you any official reason for refusing to verify your account?

No. I have not received any clear or consistent explanation. I have been told by at least five different agents (Silver, Eddie, Delilah twice, and Riven) that:

My documents were under review,

That new documents were required,

That my address could not be verified—even after I submitted documents clearly showing my name and address.

The goalposts kept shifting with no transparent reason.

---

4. Have you ever been able to successfully withdraw from this casino in the past?

No. This is my first attempt to withdraw, and I have been blocked from doing so since initiating the request.

---

5. Communication and Evidence

I have:

Full email chains,

Multiple chat transcripts with agents,

Screenshots of submitted documents,

A complete timeline of events,

A legal summary citing their policy breaches and privacy violations.

---

Please confirm your preferred method for receiving the full documentation bundle. I genuinely appreciate your help in ensuring this case receives the scrutiny it deserves.

Kind regards,

Helen

---

Dear mshmanderson, based on the screenshot you uploaded, I do not see any indication of a pending withdrawal currently visible in your account.

Also, I would like to let you know that I have not received any communication from you via email at dominika.l@casino.guru. If you have chat transcripts, emails with the casino, or other important documentation, kindly forward them to my email so I can properly review them.

Have you received any update from the casino regarding your account verification status since our last message? Any recent communication from them could help us assess the current situation more accurately.

Dear Dominika,

I have forwarded all chat transcripts with Winsane and other email communication between Winsane and myself to the dominika.l@casino.guru email address as requested.

I do not have a screenshot of the pending withdrawals as Winsane has since rejected the withdrawals as you can see in previous attached screenshot and since changed the status of my account to unverified. I am unable to commence any further withdrawals until they change account status back to verified, however, this is what this entire issue is about. The fact that Winsane don't seem to want to verify my account, even after I have satisfied all requests and met all criteria. Now they are just being unreasonable and intrusive.

Kind regards

Helen A.

Dear mshmanderson, has anything changed since you last provided the documents? Is your account still unverified, or has the casino updated your verification status?

Hi. I received this email from Winsane. This is absolutely absurd. They are now requesting yet further documentation which I've previously supplied and this was acceptable. Now it turns out they were not truthful when they wrote stating everything was accepted only one requirement needed to be fulfilled regarding the deed poll document and upon submitting the final requested document they are actually continuing to request more. This is no question at all 100% stall tactics. I will continue to supply what they're asking for and continue to be treated like a fool. Question is how much longer will this game playing go on for before someone with the authority holds them accountable for withholding my money?

Helen

Email from Winsane:-

"Hello,

We hope this email finds you well.

To maintain a secure and compliant gaming environment, we need your assistance with an essential account verification process.

First, we are happy to inform you that the address on your account has been successfully verified. Thank you for your help so far!

To complete the verification process, please provide the following documents:

1. Please upload a photo of the back side of your Driver's Licence. Both sides of the document must be uploaded for verification, and our verification team has only received one side so far.

2. To expedite the verification and withdrawal process, we kindly request you to provide a photograph of yourself that includes both your Driver's Licence and a note on a checkered or lined piece of paper. The note should clearly state "Hello Winsane" along with the current date.

Ensuring that the paper has additional textures, such as a checkered or lined pattern, will assist us in validating the authenticity of the image.

In addition, please make sure that the elbow& your forehead are fully visible & the details on your ID document are fully readable. 

We are attaching a template to provide a clearer example of what our verification team will be looking for.

You can securely upload them by logging into your casino account and visiting the ""Verification"" tab found in the section ""My Account"". If you have any difficulties or questions, don't hesitate to reach out to our support team via live chat or this email.

Thank you for your understanding and cooperation!

Best regards, 

Best Regards,

Winsane Casino Support Team

Thank you very much, mshmanderson, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear mshmanderson,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winsane Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello.

I have not had any correspondence back from Winsane Casino group yet.

Helen

And my account status is still pending

Dear mshmanderson,

thank you for the update. Waiting for the casino's reply in the complaint thread, as their time to respond hasn't expired.

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,

Thanks for bringing this into our attention. We confirm that this is being currently under investigation with our dedicated teams and we'll provide a resolution shortly.

Thank you for your patience and we wish you a lovely day!

Winsane Casino

Hello,

Thank you for the opportunity to provide a response to this matter.

We are pleased to inform you that your last withdrawal request was approved by our relevant team as an exception, and the winnings should already be on their way to your banking account. We would also like to emphasize that the recent withdrawal requests were declined due to exceeding the daily limit, which is set at 700 EUR or its equivalent in other currencies. We kindly ask you to keep this limit in mind for future transactions. Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Winsane Support Team

Dear mshmanderson,

please keep us updated when you receive your funds.

Hello,

Yes I have received 2 of the 3 withdrawal requests. Thankyou casino guru for your assistance with this matter.

Thankyou also to winsane for resolving the issue. Much appreciated.

Kind regards

Helen

Dear mshmanderson,

thank you for the update. Please keep us infomed when you receive the rest of your funds.

Hello.

Just a quick update. Still waiting on the final $1500. I have communicated with winsane regarding this and will just wait a couple more days i guess.

Kind regards

Helen

Hello.

Winsane are now stating that the money has gone into my account and it has not. I've uploaded my bank statement to them to show proof that it hasn't.

Helen

So winsane have stolen my remaining money obviously.

Helen

Dear Winsane Casino representative,

could you please state the reason what causes the delay in processing funds?

Hello.

Winsane have finally paid the last of my money. This matter is now resolved and finalised. Thankyou for all your assistance. Appreciated.

Helen

Dear mshmanderson,

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

Jana

Casino.Guru