Winit Casino - Player's withdrawal request is delayed.

I made a £50 deposit for a 400% bonus. I completed the wagering requirements and I kept to the terms and conditions as they have a system in place that only allowed me to bet the max amount allowed for the bonus in play. Once my wagering requirement was complete and my funds turned into cash i had £600, I requested a withdrawal on the 02/10/2025. I was told I would have to wait upto a max of 21 days for my withdrawal due to verification. Its now been 30 days and I am told I have to wait longer with no other explanation. I requested a timescale for this to be complete to which they was not willing to provide. I have been respectful and calm constantly in the help chats I have had with them but I have had times where they cut me off and close the chat while mid conversation. Really no reassurance from them and just same response when asking for an update. Ive been promised an update by email numerous times but have never recieved

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Roylando, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winit Casino. 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? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 

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, 

Katarina

Ive only ever made a deposit. Ive never made a withdrawal

I have verified and passed the kyc verication

When selecting withdrawal the only selection I could select was clicking a button that said visa and that was all. I was concerned about this and asked went to a agent in the chat to ask and they confirmed that the withdrawal would go back to my original card that I deposited with.

I have all this in screenshot convo for evidence if needed

Thank you so much for the help

Anything else needed please dont hesitate to ask

Paul

Dear Roylando,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

hi i have sent all transcripts, there is a lot so I'm hoping all is received okay. thank you for the help.

Dear Roylando,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Can I ask is there any advice you can give me where I can take this further legally. At this point they are just stealing my deposit

Dear Roylando,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Winit Casino outside this complaint thread and let you know any new information once I receive it.

Regarding your concerns, I'm afraid there is not much that can be done since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

Lets hope, they will cooperate and will get back to me, or to you.

Thank you for being patient.

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.

Okay thank you

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by 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.