The player from Germany had a pending withdrawal of €1500 at Winbay that had not been processed for three weeks. Despite completing the account verification, he was repeatedly asked for transaction history and did not receive updates on the verification status, with customer support advising patience. The issue was resolved when the player managed to obtain the payout through other means. The complaint was marked as 'resolved' in the system.
Winbay Casino - Player faces delayed withdrawal due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,500
Winbay Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
This complaint is actually about Winbay and not TikiCasino, but both are operated by the same company, the Rapidi Casino Group.
The issue is that I still have a €1500 withdrawal pending, and I'm required to verify my account, which I have done. However, they repeatedly asked for the transaction history, which I have submitted, but the verification process has already been going on for two weeks. I haven't received any updates on the status of the verification, and customer support keeps telling me to be patient because the verification is in progress. This process should not take this long.
Automatic translation:
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10 months ago
Hello LongDongSilva88,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winbay Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not or is it the transaction history only?
- When was the last time you spoke to the casino and what was it about?
Please note that 1 complaint may be related to 1 casino only.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
hello the verification was requested on 14.01.2025 if I am correct
ID, address, transaction history were requested
ID and address were quickly declared to be correct, only the transaction history, they requested the data several times and sometimes twice, so I sent the things later, they wanted a different time period and then again the one from before
The last time I was in contact was 3 days ago and they've been telling me for about 10 days that I should be patient but no verification takes that long.
It's not about tiki casino but about Winbay, but it is the same casino operator.
Kind regards, jasminko
Edited
Automatic translation:
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10 months ago
Hello LongDongSilva88,
Would it be possible to forward the communication between you and the casino to [email protected] for further review?
Looking forward to hearing from you.
Regards,
Nick
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10 months ago
Translation
Hi unfortunately I can not do this because it was always in the live chat so I have no recordings
Automatic translation:
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9 months ago
Thank you LongDongSilva88 for all the information provided. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear LongDongSilva88, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.
Dear Winbay Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when LongDongSilva88 can expect it to be processed from your side.
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email [email protected].
Kind regards,
Natalia
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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.
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9 months ago
Translation
Hi, I have to apologize, I managed to get the payout through other means a few days ago, but I thank you very much for your help 🫶🏼
Automatic translation:
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9 months ago
Dear LongDongSilva88,
Thank you for the updates. We're glad to hear that your issue has been resolved. We'll mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you 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,
Natalia
Casino.Guru
