Winsane Casino - A retirada do jogador foi rejeitada.

This casino, where I have been playing and withdrawing without issues, suddenly started rejecting my withdrawal requests without giving a justification. I have my account fully verified, and as mentioned, I have made several withdrawals previously. I made a withdrawal request for €700, which is my daily limit since I am VIP level 1. I also want to point out that there was no bonus money involved, only real money. To my surprise, the casino suddenly rejected the withdrawal. I went to the chat to talk to customer support, and the most surprising thing is that they don't even know why my withdrawal was rejected. I spent 1 hour in chat, and they couldn't provide an answer, only asking me to wait for a response that no one gave me. They clearly do not want to pay and are trying to find an excuse. Very dubious behavior from this casino.

Este casino no qual eu tenho vindo a jogar e levantar sem problemas de um momento para o outro começou a rejeitar os meus pedidos de levantamento sem dar uma justificação. Tenho a conta completamente verificada e tal como indicado já fiz vários levantamentos anteriormente. Fiz um pedido de levantamento de 700€ que é o meu limite diário visto que sou nível VIP 1. Mais informo que não havia qualquer dinheiro de bônus, apenas dinheiro real. Qual o meu espanto quando o casino de repente me rejeita o levantamento. Vou ao chat falar com o apoio ao cliente e o mais surpreendente é que nem eles sabem o porque do meu levantamento ter sido rejeitado. Estive 1h no chat e não me conseguiram responder pedindo apenas para esperar uma resposta … que ninguém me deu resposta.. estão claramente a não querer pagar e a tentar arranjar uma desculpa. Comportamento muito duvidoso desde casino.

Dear guizinho8,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsane Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested another withdrawal using the same method?
• Are there other alternative payment methods you verified previously that can be used to withdraw your winnings?
• When was the last time you successfully requested a withdrawal?

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.

Best regards,

Tomas

Hello, I would just like to inform you that I have received my withdrawal and the situation has been resolved.

Although it was a very strange situation in which no one could understand or explain why the withdrawal was rejected, the Casino paid everything correctly and the chat support after a few complaints was very attentive. In this sense, I can say that this problem with the withdrawal was not intentional and that I have confidence in this Casino again, having already deposited again.

Olá, gostaria apenas de informar que recebi o meu levantamento e a situação foi resolvida.

apesar de ter sido uma situação muito estranha em que ninguém conseguia perceber nem explicar o porque do levantamento ser rejeitado, o Casino pagou tudo direitinho e o apoio no chat após algumas reclamações foi bastante atencioso . Nesse sentido, posso afirmar que este problema no levantamento não foi intencional e que tenho novamente confiança neste Casino, tendo inclusive já depositado novamente.

Dear guizinho8,

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, 

Tomas

Casino.Guru