Win Casino - Player’s withdrawal is delayed and account access is blocked.

I deposited money into a withdrawal form, and it was rejected several times. Now I can't access my account, telling me my login or password is incorrect. I contacted customer support, and they asked for verification. I emailed them the requested documents, and a verification response was supposed to arrive within 72 hours. It's been over a week now, but the casino's response to my questions is that they know nothing, and that's it. Please help me access my account and withdraw my money.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games did you focus on - slots, live casino, sports betting, etc.?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I played slots and instant games, I lost my bonus completely, I provided the support service with a photo of my passport and a selfie with my passport

This is what the casino responded to regarding my verification.

Thank you very much for your reply. Was this the only explanation you received regarding this situation? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

By the way, the account is located at win.casino at this link: https://win.casino/support

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Win Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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.

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.

Unfortunately, the casino has not provided any further response. Therefore, I must close this complaint as unresolved. There is an option for you to lodge a complaint to the regulator via the Anjouan Authority badge on the casino page: https://verification.anjouangaming.org/validate?domain=win.casino&seal_id=5c662871e0e93e33dedb3b289efc60852f0d4c6ffac69950d9099b3c05f046a7966d4b5d37f1d08af35640f6ccb0133d&stamp=cb5c189b96ba6f2527bae3a1ecf00700

Please, let me know if the authority responds to you or if you funds will be paid out to my e-mail: [email protected].

I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru