Winnerz Casino - Player faces delays in cashing out winnings.

Hi i won $500 at winnerz casino on the 5th Feb 2025. Ive successfully verified and now trying to withdrawal I keep getting the runabout. At first I tried to withdrawal the funds were taken from my online casino account saying they are being processed after 5 or 6 days I messaged them stating I still haven't received them, they sounded surprised I hadn't recieved them and asked for a pdf copy of my transactions from the 5 till the 14th Feb. I supplied the documents then I recieved the money back to my casino account. I then tried to withdrawal again (which I'm only given 1 method to withdrawal ) so done that still been waiting another week so contacted them again asking for follow up and when I told them I recieved the exact same surprised and shocked response that it should be there and again questioning me about sending another bank statement to prove it.. Then what's going to happen is I prove it again and the same situation will happen again. I need somebody to step in on my behalf please. It seems they are delaying in hope I just give up

Dear citybronzed,

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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi Kristina,

No I haven't never withdrawn from this casino

My withdrawal states successful, however no funds have been transferred to my account. The first time this was the same scenario it stated successful then I had to prove to them i had never recieved the money then they refunded it. Now it's happening again

No I wasn't using a bonus at the time

Thank you very much for your reply, citybronzed. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Is there any update on this

the money isn't in my online casino account, nor have I recieved it to my bank account

If it was truly deposited into my bank account and my bank refused the money, the money should have returned to my online casino account by now but it hasn't... so that goes to show winnerz casino is just withholding the amount in hope I just give up and let it go

Thank you very much, citybronzed, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Sure thank you for your help, so will Romi contact me, do I just wait to hear from Romi?

Hello citybronzed,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Winnerz Casino,

Could you possibly provide information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear citybronzed & Kristina,

Thank you for allowing us to provide further clarification regarding this matter.

We acknowledge that there was indeed a delay in the withdrawal process, which was caused by an issue on the payment provider’s end. The transaction was unexpectedly rejected without any explanation from their side.

As soon as we received the player’s bank statement, our payment department immediately initiated an investigation and reached out to the provider for clarification.

To resolve the issue promptly, we returned the funds to the player’s account and processed the withdrawal using player’s alternative card. Based on our records, this transaction was successfully completed.

We understand that experiencing a delay, especially on a first-time withdrawal, can be frustrating. As a token of our apology for the inconvenience caused, we would like to offer the player a set of free spins as compensation, which he may claim entering their gaming profile.

Please rest assured that we are always committed to processing withdrawals smoothly and ensuring that players receive their winnings. While rare, such unforeseen payment provider issues can sometimes occur, and we deeply regret that this happened in this case. However, we took immediate action to resolve it as swiftly as possible.

If there are any further concerns, please don’t hesitate to reach out via email - support@winnerz.com or live chat which is available 24/7!

Best regards,

Darja

I have no recieved any funds from this into my account

And this is exactly the same scenario the first time around

Hi Romi,

Last i went to withdrawal, funds have been removed from my online account but not been recieved into my bank account, this exact same scenario happened the first time around.

So where are my winnings?

I'm happy to send bank statements thru if that's required, which it shouldn't have to be.

Greetings all.

Thank you, Winnerz Casino, for the clarification.

Dear citybronzed,

I would suggest waiting a few days, and if you still don't receive your payment by then, I will contact the casino again.

Thank you for your understanding.

Best regards,

Romi

Dear Kristina & citybronzed,

First and foremost, we’d like to sincerely apologize for the inconvenience and frustration you've experienced regarding your recent withdrawal. Our payment provider informed us that your bank rejected your withdrawal. While this decision was made on the bank’s side and is outside of our control, we absolutely want to make sure you’re able to receive your funds without any further hassle.

To help resolve this as smoothly as possible, we kindly suggest the following:

Trying a card from a different bank or opting for one of the alternative withdrawal methods we've shared in the email sent to your registered email address.

Additionally, as a token of our appreciation for your patience and loyalty — and to hopefully brighten your day — we've credited your account with free spins.

Please rest assured that your satisfaction is incredibly important to us. We’re here to support you every step of the way.

If there’s anything else we can do or if you need further assistance, don’t hesitate to contact us via live chat or email—we're more than happy to help.

Thank you for your understanding!

Best regards,

Darja

Dear citybronzed,

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.

Thank you, I will give it a go and hopefully everything works

Greetings all.

Thank you for your cooperation until now.

Dear citybronzed,

Could you update us whenever you have some new information, please?

Thank you in advance.

Best regards,

Romi

Yes sure, i have recently tried a new bank account and will see how that goes and if they deposit the money I will get bk to you towards the end of the week. Thank you

I have tried to withdrawal into a new bank and still absolutely nothing has been recieved. Its abit of a joke now. This is the only company I've ever encountered such problems with and will be adding an extact review of my experience with them, so others dont have to deal with the same problem. And to hear my bank keeps rejecting it is a joke as other companies are having no issues with my bank with either withdrawals or deposits.

Hello all.

Dear Winnerz Casino,

Could you provide any update on this case, please?

Thank you in advance.

Kind regards,

Romi

The latest updated after a new withdrawal had been made in to a new account is the exact same excuse as last time. Im not having issues with recieving or making payments with any other casinos only with winnerz casino.

They are just trying to get me to spend it back thru them. Which I already have with $300 and did not get even a couple of dollars off a spin, just lost lost lost. And im determined not to blow the other $200 on them its a joke and i know if i did spend thru them it would just get sucked thru and loose it completely

Also @winnerzcasino please explain to me how your withdrawal process works? As I go to withdrawal and it doesn't gibe me an option of where to send my money to.

I've attached a screen recording so casino guru can view it and tell me if it seems legit, as this is the only casino I've ever encountered this happen with. Normally all casinos give an option of where you want to send your funds and have to put in a bsb and account number with this absolutely nothing

Hi Romi,

Please check you email! I have sent you a video of the payout process. Please tell me what your thoughts are

Thanks

Hello is anybody checking these

Dear Citybronzed,

We would like to clarify the reason why your account and BSB number were not requested for your withdrawal. This is simply because card withdrawals are processed directly back to the card you previously used for your deposit — they do not function as traditional bank transfers.

From our records, we can see that you attempted to withdraw funds to two different cards, ending in 8836 and 3194, which are linked to different banks. Unfortunately, all of these withdrawal attempts were rejected by your banks. In your most recent attempt, you tried to withdraw funds to the same card you had previously used, but once again, the transaction was declined, and the funds were returned to your gaming account.

Could you kindly confirm whether you have contacted your banks to inquire about the reason for these rejections? Understanding their response may help us resolve this situation more efficiently.

If you have not yet done so, we can offer an alternative solution. We can switch your withdrawal method to Jeton or cryptocurrency (Bitcoin, Ethereum, or Tether). Please note, for cryptocurrency withdrawals, there is no need to make an additional deposit — we can adjust your withdrawal method directly. Furthermore, both Jeton and crypto methods are typically processed much faster than card transactions, therefore delays are not expected.

On our side, please rest assured that we are actively investigating this issue further. Our finance team is working diligently to improve the success rate of card withdrawals in your region, although this process may take some time.

We would also like to emphasize that it is never our intention to delay withdrawals. We fully understand that such situations impact our reputation, and it is in our best interest to ensure a smooth and timely experience for our players. We sincerely apologise for any inconvenience this has caused you. Please also be informed that our management team is aware of this matter and is monitoring the progress closely to ensure it is resolved.

Kindly let us know which withdrawal option you would prefer, and we will be ready to process your transaction as soon as possible.

Thank you for your patience and understanding.

Best regards,

Darja

Hello, all.

Thank you, Winnerz Casino, for the update.

Dear citybronzed,

Could you perhaps try one of the suggested methods?

Thank you.

Regards,

Romi

Hi Winnerz,

Can i please just keep it nice and simple and just withdrawal to my bank bsb and acc just as i would any other casino?

Thanks Danielle

Dear citybronzed,

We would like to inform you that the funds were successfully transferred to your bank account on April 17th via bank transfer. Please be advised that there may be a slight delay in the arrival of funds due to the Easter holiday period, which can impact banking operations. Nevertheless, the amount should be reflected in your account shortly.

As confirmation of the transaction, we have attached the payment slip to this complaint for your reference. You are welcome to review it at your convenience.

Should you have any questions regarding this transaction or require assistance with any other matter, please don’t hesitate to contact us. Our Live Chat and Email Support are available 24/7, offering you the most efficient way to reach out for support.

We truly appreciate the cooperation of both parties in resolving this matter.

Best regards,

Darja

Hello, all.

Thank you, Winnerz Casino, for the update.

Dear citybronzed,

Could you update us whenever you receive the payment, please?

Thank you in advance.

Best regards,

Romi

Dear citybronzed,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru