Win998 Casino - Player’s withdrawal has been misdirected.

I withdrew 1000 dollars.. they sent the money to my phone number which is not my pay id.. i registered with my correct pay id which they have written on my banking details. They are saying that its not their problem

Dear Carajo1223,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Win998.

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

• Have you withdrawn winnings from the casino previously?
• Could you please share screenshots of how the conversation continued after you pointed out the mistake of the casino?
• Do confirmations when using this payment method feature the PayID information exclusively? Is it possible the phone number can be used as a reference ID? Have you contacted the payment provider service and asked for assistance with the transaction?
• Share screenshots here or send them to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

I have withdrawn a bonus before from th3m yes. But then i deposited and had won. And havent yet recieved the winnings. They said they sent it to my mobile number but my pay id number is different. And it was registered when signing up. I pointed out that it was supposed to be sent to the pay id but they said it was sent to my mobile.

Ive contacted my bank and they cant see theres an incoming payment.

Still havent recieved funds and its now been 24 hours since it was apparently successfully sent via osko fast payments

Thanks for the explanation and the provided information.

• Did you receive your winnings from the casino since your last post?

Please let me know.

No I havent recieved and i have since not being able to log back in again. Theyve deleted my account

Thank you very much, Carajo1223, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), 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.

Okay thanka

Hello Carajo1223,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Carajo1223,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Win998 Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

It’s also important to note that this is the first complaint we’ve received involving Win998 Casino, and there is no prior history of their cooperation with us. Based on our experience with similar casinos operating on the same platform - many of which use identical website layouts, display same fake licenses, and offer limited transparency - the likelihood of meaningful engagement from their side is unfortunately very low. These operators often fail to respond or provide only vague, copy-pasted replies, which severely limits our ability to mediate.

Despite this, I’ve already reached out to Win998 Casino through their live chat - currently the only available contact method - sharing the details of your case and extending an invitation for them to join our platform as a registered representative. I will keep you informed of any developments or responses we receive.

Thank you for your patience and understanding. Please don’t hesitate to reach out if you have any questions or additional information to provide.

Best regards,

Kubo

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.

Dear Carajo1223,

I have repeatedly tried to contact Win998 Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo