Wino Casino - Player's withdrawal is delayed.

Waiting for my withdrawl, 8 days and counting, I'm fully KYC verified and haven't done any of there bonus breach terms and conditions all above board and I get little to no response from emails to specific departments and customer service is not able to do anything.

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 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

My KYC is fully verified and completed has been for a while and from the 30th of July until now no response from anyone expect the support team who have limited power to even do anything, I'll wait until whenever but it needs investigating sooner rather than later, there stealing from people

My account has been closed, they've literally cooked me 😂

Thank you for your reply. I’m sorry to hear that the casino has blocked your account. Could you please let me know if you received any emails from the casino after your account was blocked?

Also, what types of games did you play — were they slots, live casino games, or sports bets?

No email or responses so far, I played video slots pretty much just netent for the most part maybe a couple of pragmatic and no higher than £2 stake due to bonus restrictions

Have you contacted the casino customer support to ask about the reason for closing your account?

Also, could you please specify what bonus you activated and played with? Was it a deposit bonus, or a free, no-deposit bonus?

I have and they didn't give me an answer, also it was a deposit bonus, I never went outside of the betting limits (£2) stake and never broke any rules in terms of bonus breaches, also my account was fully KYC verified

I've responded but it hasn't updated

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Bigbadwin21 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 resolve this issue.

Thank you!

I mean I'd accept the payment in full and be more than happy to keep the account closed, thank you

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.

Okay

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