The player from Austria faced issues with a €400 withdrawal from WINNINGZ online casino due to entering an old IBAN. He provided the casino with proof of the situation, but they insisted on receiving bank statements again from April 30th, despite having already sent them. He sought guidance on how to resolve this matter. The issue was resolved as the player confirmed receipt of the funds from the casino. The complaint was marked as 'resolved' in the system by the Complaints Team.
Winningz Casino - Player's withdrawal has not been processed.
Resolved
Our verdict
Case closed
Amount: €400
Winningz Casino
Safety Index:Below averageCase summary
Discussion
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7 months ago
Translation
On April 30th I had €400 paid out from the WINNINGZ online casino. Unfortunately I accidentally entered my old IBAN. The bank account was deleted at the beginning of the year. I informed the casino of this. I then sent them proof from the bank, bank statements etc. that I hadn't received any money and I sent it to them. Now they are demanding bank statements again from April 30th even though I have already sent them all of this. I have sent them all of the proof and it still doesn't add up. The money should have been automatically sent back to the sender, but they say they haven't received anything. My question now is what should I do next. I am asking for your help.
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7 months ago
Dear LAZAR77,
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 provide proof that your bank account has been closed?
- Did the casino give you a transaction ID?
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
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7 months ago
Translation
Dear Kristina,
This was my first withdrawal from this casino. I have several confirmations that my account was deleted, which I'm attaching here. Yes, the casino sent me the transaction ID. Now they've also asked me to send the deposit to their casino, or rather a bank statement of the deposit, which I also sent.
Best regards
Lazar
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7 months ago
Thank you very much for your reply, LAZAR77. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Dear LAZAR77,
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.
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6 months ago
Translation
Dear Kristina!
I wrote you an email.
Best regards
Lazar
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6 months ago
Translation
Dear Ms. Kristina!
I received the money from the casino today.
Best regards
Lazar77
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6 months ago
Dear LAZAR77,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
