Winbay Casino - Player’s withdrawal has been delayed.

Over the course of several weeks, I engaged in regular gambling activity on the platform, accumulating winnings totaling approximately €27,500. It is important to note that I did not use any bonuses or promotions; the winnings resulted exclusively from gambling with my own funds. During that period, I alternated between wins and losses, as is normal in gambling.

On May 2, 2026, I requested my first withdrawal in the amount of €500. Subsequently, I requested two more withdrawals of €500 each, totaling €1,500 in payment requests. To date, I have not received any funds nor have I been clearly informed of the reason for the delay.

Since then, I have contacted customer support numerous times, both via chat and through other channels provided by the casino. However, the responses I have received have been vague, generic, and insufficient, failing to provide any concrete explanation regarding the status of my withdrawals or a credible estimate for their completion.

I consider this situation unacceptable and contrary to the principles of transparency and good faith that should govern the relationship between the operator and its customers.

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Dear Mar341221,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Attila

Good afternoon. Yes, I've been paid winnings before.

The amount I won was from slots.

I was asked today to complete KYC verification. I’ve already submitted the required documents and am waiting for them to be verified.

When I checked my profile, I noticed that my date of birth was incorrect. I contacted support via chat, and they told me to reach out to customer service. I’ve already submitted the request to change it.

I’m waiting for a response.

Thank you very much for your help!

Thank you for your response. Do you have any updates for us in relation to the KYC verification? Have you received any communication indicating the status of your latest document submission?

Thank you in advance for your reply.

Good afternoon, I've sent the documentation you requested. I'm still waiting for it to be reviewed. I haven't received any further information.

Thank you for your help!

Good morning, I received an email saying that the withdrawals I had requested had been canceled. They didn't tell me why. I asked for an explanation via chat, but they couldn't tell me why.

Good afternoon, they canceled the withdrawals, and this is what my account looks like, as shown in the photo. They won’t let me upload anything else. I had already sent everything they asked for. I contacted customer service via chat, and they said it would take 10 business days. Now I’ve received another email after asking why they canceled my withdrawals. Please help me!

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Mar341221,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.