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

I did play with a bonus i believe which i cleared. Then asked customer support what the withdrawal limit was and was told that i could continue playing or withdraw, but there was no limit since it had been wagered. I kept playing until i reached around $2000. Submitted what i needed to for kyc and then request a withdrawal of $750. I had assumed it would be within a few hours but apparently i was wrong about the timeline. No big deal. Then on the 29th i inquired about the withdrawal and why it hadn't been processed yet And asked if they needed anything else for verification to please let me know. I was then informed that my withdrawal payout was scheduled for April 30th. So April 30th, i was informed that my withdrawal request had been cancelled because it had expired but to make another one which would pass successfully... Up until this point they had been replying to me quite promptly. So i then made another withdrawal request of $750. I assumed the payout would be somewhat quick since they had already told me it would pass successfully, but i am still waiting for the payout. And they have stopped replying to any questions/emails. So i have no idea what is going on now

Dear BELLAESS2020,

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.

Dear BELLAESS2020,

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 ended up receiving my withdrawal, so all's well. Thank you

Dear BELLAESS2020,

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,

Dominika

Casino.Guru