Winner Casino RO - Player's withdrawal is delayed due to account statement request.

The detail is that they don't want to pay me if I don't send them a statement of account for a card that is no longer used and has been cancelled. They want a photo of the bank or digital card but it has already been cancelled. I have been paying for three days and they don't want to pay me. What can I do?

Dear rito4100,

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 had a chance to explain to the casino that your card has been canceled?

Also, have you tried contacting your bank to request any official proof or documentation regarding the card?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear rito4100,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.