Winhugo Casino - Player's withdrawal has been delayed and account threatened.

First of all, I'd like to inform you that this casino is no longer called mybestbet but winhugo. The casino is the same, but they've simply changed the name, but it looks like they're still paying.

I registered at this casino because I had a high rating for the security of the guru casino. My account is fully verified and I haven't played any bonuses that prevent withdrawals. I usually play casino slots and place one or two sports bets.

I have 1163 that I haven't been able to withdraw since January 7th.

On January 7th I made a withdrawal request via skrill , and the casino in the chat started saying they were having problems with withdrawals, to try visa or MasterCard. I then made a new withdrawal by visa and now I have two withdrawals of 500€ pending. This casino in chat always makes excuses, either saying that they are having problems with withdrawals, or saying that my request is in a queue.

There have already been complaints from other players who have not withdrawn their money for more than 2 months and the casino's excuses are always the same.

What's more, I said in the chat that I was going to file a complaint and the casino threatened not to pay me the money if I filed a complaint. They also said that because of this I would lose my right to chat. What kind of casino doesn't pay its players and then threatens to take my money if I complain?

I've always played at casinos that have a good rating on casino guru, but it seems that this time the rating is wrong and I'm going to lose my 1163€.

Thank you if you can help.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you ever used VISA to deposit money into this casino? Is this payment method verified in your account?
• Could you please forward me the communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon,

I haven't made any withdrawals yet because it's the first time I've played here and unfortunately they just don't pay me.

I didn't use VISA to deposit because I always use skrill. But as I requested a withdrawal by skrill and they said they were having problems, they asked me to request it by Visa or MasterCard. So I made a new request by ViSa and now it's also been pending for over 2 weeks. My account is verified and there has been no request for additional verification.

This casino's excuse is always that they have delays in withdrawals and that my request is in the queue... they've even told me that it won't be by going to chat that the withdrawal will be faster... in short, they don't pay but they don't care about their players either. I've already sent what you asked for by email. Thank you

Hello guizinho8,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear guizinho8

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winhugo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winhugo Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear guizinho8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi