The player from Germany had requested a withdrawal prior to submitting his complaint. Unfortunately, he had not yet received his winnings. The Complaints Team had contacted the casino multiple times regarding the delay but had received no response. As the player reported that his winnings had been credited back to his account due to technical problems, the team had encouraged him to withdraw again. However, when the player attempted to withdraw, the payment method had been removed, preventing him from accessing his funds. Ultimately, the complaint was marked as "unresolved" due to the casino's lack of cooperation, with the hope that this might prompt a response from the casino.
Win Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 88
Amount: €300
Win Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
9 months ago
Translation
I made a withdrawal of €300 from the casino on February 17th, 2025. To this day I only get excuses from the casino, the finance team would take care of it, the casino has problems with the withdrawal, always the same, please help dear Casino Curu team so that I get my winnings
This payment is
Automatic translation:
Public
Public
9 months ago
Dear Thent,
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.
Public
Public
9 months ago
Translation
this is the contact I have with support 
Automatic translation:
Public
Public
9 months ago
Dear Thent,
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.
Sensitive attachment
Sensitive attachment
9 months ago
Translation
The payout is still on pending status
nothing has changed and it has been over 14 days now and I still don't have my moneyAutomatic translation:
Public
Public
9 months ago
Thank you Thent for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
9 months ago
Dear Thent,
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 Win 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.
Public
Public
9 months ago
Translation
Withdrawal was credited back to my player account with the statement technical problems should try withdrawal again
Automatic translation:
Public
Public
9 months ago
Translation
The only thing I don't want to do now is wait another 14 days, they can't do that, it's not my fault that the casino has technical problems 
as it says in the email, I hope that my winnings will be paid out immediately. I made the withdrawal immediately as the casino said. Attached is my withdrawal request. 
Automatic translation:
Public
Public
9 months ago
Translation
Please help me anyway until my money is in my bank account
Automatic translation:
Public
Public
9 months ago
Translation
still nothing has happened, I still haven't received my winnings, I'm really getting annoyed with these rogue casinos, that can't be right, these casinos should get a maximum of 1 point and not 6.1, they don't pay out and just have excuses
Automatic translation:
Public
Public
9 months ago
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.
Public
Public
9 months ago
Translation
The next thing happened, now the money has been booked back into my player account without giving any reason. I tried to withdraw again but it didn't work. They completely deleted the bank transfer payment method and I can't withdraw like that. I paid in using a bank transfer, however, the casino is trying everything to avoid having to pay out. I don't understand what this is about and I can't withdraw anymore. Please help me. 
This is the only method that is available to me for withdrawal. As you can see, I cannot enter anything there. No account number or card number. I am wondering where the money should be transferred to. I have paid in via bank transfer and I would like to withdraw this way.
Automatic translation:
Public
Public
9 months ago
Translation
I got this answer from the casino, they're holding me up, I don't believe that the casino has had problems for so long, that's a lie 
always the same excuse
Edited
Automatic translation:
Public
Public
8 months ago
Translation
Why no reaction from you, the time has run out what is the status
Automatic translation:
Public
Public
8 months ago
Dear Thent,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
Public
Public
7 months ago
Translation
No, I lost the money and closed my account forever in this bad casino
Automatic translation:
Public
Public
7 months ago
Translation
They had not paid even after the complaint was rejected
Automatic translation:
Public
Public
7 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.
Best regards,
Jana
