Wino Casino - Player's withdrawal has been delayed.

I have waited 9 days for my withdrawal so far. My initial winnjng was on 12th with the withdrawal made early on 13th July. Today is 21st July and with effect 18th July early afternoon UK time, my verification was processed. This was inspite of numerous emails providing sae documents asking if they had received them.

Today I was told that I would have to wait an additional 36 hours for finance to approve my withdrawal of €544 euros. This could then incur another 2-5 business days for the funds to be in my account. Why?

This is a shocking and disgusting amount of time for someone to receive their withdrawal into their account, given that the funds they take from the customer is immediate. I am not happy at having to wait 3 days for my funds to be transferred and certainly not happy at 9 days with he prospect of the funds being a further week, all I. All they expect you to wait anywhere from 12 days to 21?

This needs investigated

Hello,

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 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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 5 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi

I've since went onto my account and I now can not access it. My login details have mysteriously since stopped working and now have no way of accessing my winnings of €540 euros, which equates to £467.

I'm seriously not happy with this situation at all as they've clearly exceeded their guidelines and time frames for verification and financial approval of withdrawals.

I'm very angry

Account closed and winnings confiscated after verification and accepted deposit

Complaint:

> I registered at Wino8.casino, deposited €58, completed full account verification, and played according to their bonus and wagering terms. I eventually requested a withdrawal of my winnings.

Instead of honoring the withdrawal, the casino sent me a vague notice stating that I had breached their Terms and Conditions — but they refused to explain what term I violated. They refunded only my initial deposit and confiscated the rest of my balance.

I have complied with all their rules and submitted all verification documents. The account was in good standing until I requested the payout. This behavior appears to be an excuse to avoid paying winnings.

I am requesting Casino Guru’s assistance in either:

1. Receiving a detailed explanation and evidence of the alleged breach,

2. Or, having my full winnings reinstated and paid out.

Thank you in advance for your help resolving this matter.

Hello,

Thank you very much for your messages.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• How long have you been a player at this casino, please?

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,  

Katarina

Hi

I played slots.

I also passed verification, which I received notice of via email on 18th July at 13:10

I have posted a review on trust pilot and several other people are saying the same thing

I only joined on 12th July and won that day, then made withdrawal request

.thanks

P*******

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

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.

I have sent you the communication via email, as requested. Thank you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@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 WhiteP,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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.

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,

Attila Gorkij