The player from Spain had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was informed that withdrawal processing could take up to 14 days due to KYC verification or high request volumes. After the advised waiting period, the player confirmed that the issue was resolved. The complaint was marked as resolved following the player's confirmation.
WinOlot Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,000
WinOlot Casino
Safety Index:LowCase summary
Discussion
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3 weeks ago
Translation
I am requesting your help due to the lack of response and the blocking of my funds by the Winolot casino.
I've tried to verify my account to make a withdrawal, but the casino has gone into a loop of silence and inaction. Specifically, they've asked me for a photo of my debit card (used for deposits through the Zentoria processor) to validate its ownership.
I have sent the required documentation on four consecutive occasions: on April 8, 9, 10 and 11.
Despite having strictly complied with the requirements in each of these submissions, the casino has neither validated the document nor processed my withdrawal. I receive no technical explanations or concrete answers, which I consider an unjustified delaying tactic (stalling).
Attached to this complaint are screenshots of the four emails sent and my outstanding balance. I would appreciate your intervention to ensure the casino fulfills its obligation to verify my account and credit my funds.
Automatic translation:
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3 weeks ago
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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Hakumono,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationI haven't been able to attach the screenshots. Please provide an email address and I'll do so if necessary.
Thank you so much
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2 weeks ago
Dear Hakumono,
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.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Hakumono,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
