Winnerz Casino - Player’s withdrawal is delayed.

Made a withdrawal on November 23, 2025. They say they sent it. I have contacted my bank and they do not see any transactions from Nexpay. I have sent a bank statement with my bank's stamp. Support says they are still investigating. It has now been over 50 days and I am getting tired. Need your 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? If so, which payment methods have you used so far for your withdrawals?
• Did you use the same payment method for depositing money into this casino as well?
• When was the last time the casino communicated with you regarding the delayed transaction?

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

Dear Annica,

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.

Hello again

I still haven't received any money. Just yesterday I received an email from Winnerz asking for documents from the bank again. My bank says they don't see any payment from them.

In response to your questions

I have previously made successful withdrawals to my personal bank accounts. Deposits have been made from the same accounts.

What's different this time is that when I deposited I used a credit card directly linked to my personal bank. I made the withdrawal to the same card. My online bank provided an IBAN that I entered when making the withdrawal.

Winnerz makes a payout, but the money never reaches my credit card.

YOU DON'T HAVE AN IBAN FOR A CREDIT CARD. The money has probably bounced back to Winnerz.

Now I'm acting as a middleman and Winnerz is asking me to send files back and forth. I've sent everything I could, but now my frustration is starting to show.

I received an email last night from Winnerz. They want a statement again and a PDF from the bank that they haven't received any money. This has been going on for 60 days now!!

Regards Annica

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the lost transaction at [email protected]. Kindly include the most recent communication with the casino and the documents you sent to them as well.

Hi Veronica!

Have forwarded all correspondence to your email.

//Annica

Dear Annica

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, Martina ([email protected]). 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 Annica,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winnerz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Representative, could you please provide further details regarding this case, specifically the reason why the funds have not yet reached the player's credit card?

Thank you in advance for providing the information.