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

Hello, I have the same problem with Winsane Casino.

At the beginning of May, I signed up with Winsane, deposited, and claimed the first and second deposit bonuses. I won with the second one, verified my account, and started making withdrawals.

I was VIP Level 2 and my limits according to the website were €700 per day, €3500 per week and €14000 per month.

Since then, these limits have not been met even once. During the entire month of June 2025, only €3,500 was paid out (5 x €700).

The last successful payout was on June 24th.

On July 2nd, all my pending withdrawals were suddenly canceled and a new document was requested, even though my account had already been verified. I uploaded the document, and it was confirmed, and I was assured that my account was now verified again.

I am now VIP Level 3 which means my withdrawal limits are €1000 per day, €5000 per week and €20000 per month.

Unfortunately, the withdrawal times have not changed and every withdrawal is still permanently delayed, making it impossible for me to even come close to reaching the applicable limits.

It is pointless to have multiple payouts pending, as only one will be paid during processing and all others will always be canceled.

I would like to ask Casino Guru to help me and encourage Winsane Casino to respect the limits applicable to my VIP level as stated on the website.

Hallo, ich habe das gleiche Problem mit Winsane Casino.

Anfang Mai habe ich mich bei Winsane angemeldet, eingezahlt und den ersten und zweiten Einzahlungsbonus beansprucht. Ich habe mit dem zweiten gewonnen, meinen Account verifiziert und angefangen Auszahlungen zu tätigen.

Ich war VIP Level 2 und meine Limits waren gemäß Website 700€ pro Tag, 3500€ pro Woche und 14000€ pro Monat.

Es kam seitdem nicht einmal vor dass diesen Limits gefolgt wurde. Während des gesamten Juni 2025 wurden lediglich 3500€ ausgezahlt (5x 700€).

Die letzte erfolgreiche Auszahlung erfolgte am 24. Juni.

Am 2. Juli wurden dann plötzlich alle meine ausstehenden Auszahlungen storniert und ein neues Dokument gefordert obwohl mein Account schon vorher verifiziert wurde. Ich habe das Dokument hochgeladen und es wurde bestätigt und mir versichert dass mein Account jetzt wieder verifiziert ist.

Mittlerweile bin ich VIP Level 3 was bedeutet meine Auszahlungslimits sind 1000€ pro Tag, 5000€ pro Woche und 20000€ pro Monat.

Leider hat sich an den Zeiten für die Auszahlung weiterhin nichts verändert und jede Auszahlung wird nach wie vor dauerhaft verzögert und macht es mir unmöglich an nur annähernd die geltenden Limits zu erreichen.

Es ist sinnlos mehrere Auszahlungen ausstehend zu haben, da bei Bearbeitung nur eine bezahlt wird und alle anderen immer storniert werden.

Ich möchte Casino Guru bitten mir zu helfen und das Winsane Casino dazu bewegen die für meinen VIP Level geltenden Limits einzuhalten wie es auf der Website angegebenen ist.

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.

Nothing new has happened so far

Nichts neues passiert bisher

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.

No, nothing new has happened. Everything remains unchanged.

Nein, es ist nichts neues passiert. Alles unverändert

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

Could you please let us know if you currently have any pending withdrawals in your account? If so, could you kindly upload a screenshot of your withdrawal history showing the current status of your requests?

How much have you received so far?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.