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

Hello, I've been playing at this casino for 8 months and had previously been able to make two withdrawals without any problems. Now I'm trying to withdraw my money, and they're canceling the transaction without any explanation. I can't withdraw my money, and my KYC was approved 8 months ago.

I request your help to withdraw my money from this casino please.

Hola llevo 8 meses jugando en este casino y había podido antes realizar 2 retiros sin problemas. Ahora intento retirar mi dinero y me están cancelando la operación sin darme explicaciones. No puedo retirar mi dinero y tengo mi KYC aprobado hace 8 meses.

Solicito su ayuda para poder retirar mi dinero de este casino por favor.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I've had everything verified at the casino for over six months. Now they're asking for proof of the deposit, which I've already sent, but they haven't responded. I previously had to send proof of the cryptocurrency deposit, and I don't understand why they're asking for it again.

Hola, hace mas de 6 meses que tengo todo verificado en el casino, ahora me pidieron comprobante del depósito el cual ya fue enviado a ellos pero no me responden. Anteriormente igual les tuve que enviar comprobante de depósito de criptomoneda y no entiendo por que me lo piden nuevamente.

Dear player,

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.

I haven't received my money. They told me my account was in order and that the team would pay me, but to date, they haven't paid me. They say they'll escalate my case in the chat, but I don't trust them.

I attach screenshots of everything.

No recibo mi dinero, me dijeron que mi cuenta esta en orden y que el equipo me iba a pagar y a la fecha no me han pagado. En el chat dicen que escalaran mi caso pero no confío.

Adjunto capturas de todo.

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

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please confirm if you have contacted the casino to ensure that no further verification steps are required on your part?

Could you please share your communication with the casino regarding the withdrawal? 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.

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

Dear player,

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,

Dominika