Wino Casino - Player believes that their withdrawal has been delayed.

Buongiorno,

ho letto varie esperienze negative su questo casinò, purtroppo solo oggi. Sono attualmente in fase di verifica KYC , ho mandato tutto correttamente il 17/08/2025 e l’assistenza in chat mi dice che devono passare 48h. È affidabile secondo voi? Mi potete dire se ci sono casi in cui i soldi sono arrivati? In modo da poter stare tranquillo. Vi ringrazio!

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Ciao!

purtroppo ho visto le recensioni che ci sono anche qua e sono preoccupato, siete riusciti a risolvere qualcosa con questo casinò? Grazie

Buongiorno, gradirei procedere con il reclamo e vorrei che voi sollecitaste il casinó. Non ho intenzione di attendere ancora, come voi stessi potete vedere ci sono più persone nella mia stessa situazione. Necessito di parlare con un responsabile. E gradirei sapere se ci sono modi e mezzi per denunciare questi di Wino.Casino

grazie

Guardate questa cosa, questi pezzi di merda mi hanno chiuso l’account e negato il prelievo senza motivo! SCONSIGLIATE QUESTO CASINÓ METTETE UN PUNTEGGIO DI 0

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Buongiorno,

non ho ricevuto i soldi, il mio account è stato chiuso senza motivo. Voglio che facciate qualcosa per farmi avere i miei soldi, questi la devono pagare. Mi hanno letteralmente truffato e come sapete non sono l’unico in questa situazione.

Dear player, 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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Buongiorno,

non ho mai effettuato con successo prelievi da questo casinò, ho superato la verifica KYC come richiesto da loro, non ho utilizzato nessun bonus, solo depositato i miei soldi.

Ho giocato solo ed esclusivamente alle slot. Ti allego gli screenshot

Dear player, could you please let us know what the casino told you in the follow-up emails mentioned in those screenshots? Have you been able to find out why your account was closed, and did the casino confirm whether you will be paid or not?

Buongiorno,

non mi hanno comunicato niente, ho provato a scrivere e non ho mai ricevuto risposta. Mi hanno truffato…

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Riccardo00 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wino Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help the player receive their winnings.

Thank you!

Ma perché continuate a perdere tempo? MA NON VI RENDERE CONTO CHE NON VI RISPONDONO MAI, AVETE CHIESTO DI RISPONDERE A DIVERSI RICLAMI E NON L’HANNO MAI FATTO, QUESTI FIGLI DI TROIA

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Assurdo che difendete questa gentaglia, sicuramente siete come loro.

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.

Ancora altri 7 giorni, abbassate il punteggio…ma non lo avete capito che truffano le persone?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter