The player from the United Kingdom had requested a withdrawal three weeks ago and was approaching the 21-day processing timeframe without any updates. Frustrated with unhelpful support, he had been blocked from live chat after expressing his anger. The Complaints Team had attempted to mediate the issue but found that the casino, WinnerCasino, had a history of non-cooperation, leading to the closure of the complaint as "unresolved." The team had highlighted the casino's lack of response and advised the player to avoid further engagement with WinnerCasino.
WinnerCasino - Player's withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 80
Amount: £200
WinnerCasino
Safety Index:Very lowCase summary
Discussion
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6 months ago
Hi
So tomorrow is day number 21 (last day of the timeframe which my withdrawal should be processed) but I rather to do that now. Support not helping at all not giving any information about withdrawal just all the time same phrases, copy paste sentences and nothing else. Now I've been blocked from live support as I got angry and told them few nice words.
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6 months ago
Dear mateuszsalawa21,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with WinnerCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Is the status of your withdrawal request still pending, or has it been processed?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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6 months ago
Hi , just checked withdrawal still processing, no its my first withdrawal from them , yes my account is fully verified, winnings without bonus
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6 months ago
Dear mateuszsalawa21,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for WinnerCasino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from WinnerCasino. I wish I could be of more help.
The casino can reopen this complaint any time.
Kind regards,
Natalia
