Winningz Casino - Player's withdrawal is delayed due to wagering issues.

I deposited 1507,84kr on May 1st this year.

I won without any help of bonus.

Verified my account and requested a withdrawal.

It got denied and their live support told me to wager my deposit 3x.

They refuse to tell me exact amount of what is left to wager and tells me to contiue to play until their software accepts my withdrawal.

I have now done several hundreds of spinns betting everything from 20-50kr per spin.

I have wagered well over what was required and still i get the same message when i try to withdraw.

I told their live support this and they just tell me to continue to play without even calculating my spins.

They want me to calculate it manually and then send them screenshots which will take me to make about 50 screenshots to do.

Also i think it is very strange to ask the costumers to do their job for them.

I have wagered far more than the 3x of my deposit.

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Dear hoshy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process at the online casino.

In order to better understand the situation and assist you effectively, please provide us with the following details.

• Can you confirm the exact amount of your winnings that you are trying to withdraw?
• Please provide screenshots of your betting/gaming history.
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi,

the total sum is 11272kr

I cant take screenshots of my bets it would be more than 20 screenshots.

I Counted my spins manually now and it is:

300*9kr = 2700kr

76*20kr = 1520kr

174*25kr = 4350kr

10*50kr = 500kr

Total wagered = 9070kr

I deposited 1507,84kr

and the wager requirments is 3x deposit which means a total of 4 523,52kr

When i talk to their live support i get no help at all and theu just keep telling me toplay until the error message dissapeares.

I have told them multiple times that i have wagered way above the requirment and it must be an error on their side of the software but still they dont even count my spins.

Here is screenshot of my deposit and then just some of all tghe spins i made.

Dear hoshy,

Thank you for your cooperation. 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, Samko, (samuel.s@casino.guru). 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,

Jean

Dear hoshy,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Winningz Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Winningz Casino,

Please provide detailed information regarding the player's issue. In particular, the player claims that they have already met the requirement to wager their deposit three times and should therefore be eligible to withdraw their funds.

Could you please clarify why the withdrawal is currently not being permitted and provide any relevant supporting evidence, such as the player's transaction history, gameplay records, wagering progress, or any other documentation demonstrating that the wagering requirement has not been fulfilled or explaining why the withdrawal remains restricted?Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, we have tried contacting the player to make a withdrawal request after the initial deny. Wagering has been checked, and withdrawal is to be approved after crypto address confirmation. This is the latest communication from our Payment team on July 1st:

"We kindly request you to come to live chat and provide your crypto payment address.

You can locate this information under the current withdrawal in your crypto wallet.

Thank you for your cooperation."

I received this email:

I have tried multiple times to contact their live support but there is no one there to answer.

So i sent this email back to their email.

And they have not even replyed back to this email.

Question is can i verify my crypto address here to finally get this issue solved?

Because they are not avalible on their live chat and they do not respond to my email.

Hello hoshy,

Please note that our Live Chat should be available to you while you're logged into your Winningz account. We would not recommend sharing your crypto address on public forums, however, feel free to send it directly to support@winningz.com, along with the wallet's respective crypto currency. Once you do, you just need to request a new withdrawal and it will be reviewed ✅

Hello everyone,

thank you both for your updates.

Dear hoshy,

thank you for the clarification. Since the casino has confirmed that the withdrawal can proceed after your wallet address is confirmed, I would recommend sending your crypto wallet address once again directly to support@winningz.com, together with the name of the cryptocurrency, if you have not already done so.

Dear Winningz Casino,

once the player has provided the requested wallet address, could you please keep us informed and let us know when the withdrawal has been processed?

Thank you both for your cooperation.

Hi Casino.Guru

I have now sent confirmation of my crypto address to their email.

Thanks for the update! We confirm that we have both received the email and notated the crypto address on the account. You can feel free to request a withdrawal (to that same address) whenever that's convenient for you 🤝

Hello everyone,

thank you both for the update.

Dear Winningz Casino,

thank you for the confirmation and for promptly updating the player's account with the verified cryptocurrency wallet address. I appreciate your cooperation.

Dear hoshy,

thank you for the update as well. Since the casino has confirmed that your wallet address has been successfully registered, you may now proceed with requesting the withdrawal.

Once you have submitted the withdrawal request, please let us know when the funds have been received in your wallet. I will keep this complaint open until you confirm that the payment has arrived successfully.

Thank you both for your cooperation.

I have now requested a new withdrawal thank you

Hello everyone,

Dear hoshy,

could you please confirm whether the withdrawal has already been successfully received on your side, or if the issue is now resolved?

Thank you for your cooperation.

No they declined it once again!

Hi Hoshy,

Thanks for replying here. We're aware that you've made a withdrawal request twice now, and we can confirm that our payment team actually approved your request both times, but the system rejected it as it recognized the request as invalid. We unfortunately do not have any additional context as to why that is, but there's a chance it's due to the nature of the crypto address provided.

We're actively monitoring your requests and will remain active in the correspondence. Since we now tried approving it twice without succeeding, please provide an alternative crypto address in your direct communication with us (via support@winningz.com), and make a new withdrawal request on that address as well.

Hello everyone,

thank you both for the updates.

Dear Winningz Casino,

thank you for the clarification. I appreciate your explanation regarding the repeated approval attempts and the possible issue with the crypto address.

Dear hoshy,

please follow the casino's instructions and provide an alternative crypto address to their support team, then submit a new withdrawal request using this address.

I will continue monitoring the case until the payment issue is resolved.

Thank you both for your cooperation.

I just sent them another email with new crypto address.

Acknowledged, feel free to also request a withdrawal so the payment team can review it.

Hello everyone,

thank you both for the updates.

Dear hoshy,

thank you for confirming that you have provided the new crypto address.

Please submit the new withdrawal request as instructed by the casino and let us know once it has been processed or if you encounter any further issues.

Dear Winningz Casino,

thank you again for your cooperation.

Hello hello,

We've received the crypto address and notated it on the player's account, however, no new withdrawal requests were made after the address was notated. Feel free to request it again and we'll keep track of the request 🤝

I have now requested a new withdrawal to the address i sent to their email

Hello everyone,

thank you for the updates.

Dear hoshy,

thank you for confirming that you have submitted a new withdrawal request using the updated crypto address. That is good to hear.

Dear Winningz Casino,

could you please keep us informed about the status of this withdrawal request? I would appreciate it if you could confirm once it has been processed or let us know if any further action is required from the player's side.

Thank you both for your cooperation.

They declined it once again.

This is now the 5th time they cancel or decline my withdrawal,

I wonder what excuse they have this time?

Hi hoshy,

No new excuses on our end, it's unfortunately the same outcome as the previous withdrawal. We've escalated this to our payment service provider and are currently waiting for a response. We'll update the thread as soon as we hear from them.

Hello hoshy,

We have now received an update from our PSP escalation. They have confirmed that the matter should be resolved, so please feel free to request a new withdrawal and it should go through without any new issues arising.

Hello everyone,

thank you for the updates.

Dear Winningz Casino,

thank you for the update and for confirming that you have received feedback from your payment service provider and that the issue should now be resolved.

Dear hoshy,

please proceed with a new withdrawal request and let us know once the funds have been successfully received, or if you encounter any further issues.

Thank you both for your cooperation.

I just requested my 6th withdrawal now.

Lets see if it finally works.

Hey Hoshy, should be alright now from what we can see on our end! It should also go without any issues moving forward. Thanks for the communication so far and let us know if there's anything else we can do for you ✅

Hello everyone,

thank you both for the updates.

Dear hoshy,

thank you for letting us know. I hope the latest withdrawal will be processed successfully and that the issue has now been resolved as the casino indicated.

Please keep me updated once the funds arrive on your side.

Thank you both for your cooperation.

I finally received my withdrawal

Dear hoshy,

I'm glad to hear that your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. I 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,

Samuel

Casino Guru