The player from North Rhine-Westphalia was unable to withdraw his winnings of €2,300 despite having a verified profile and adhering to the casino's terms and conditions. He received vague responses from support without any progress on his payout. The issue was resolved when the casino began processing his payments, and he confirmed that he had received all his winnings. The complaint was marked as 'resolved' in the system.
Winsane Casino - Player’s winnings are delayed.
Resolved
Our verdict
Case closed
Amount: €2,300
Winsane Casino
Safety Index:HighCase summary
Discussion
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8 months ago
The casino is not paying out my winnings of €2,300. My profile is verified and I have played according to the casino’s terms and conditions. In the chat, I only receive vague and evasive answers. The support is not helpful. And despite many conversations in the chat, there is no progress regarding the payout. Dear Casinoguru team, please help me get my money.
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8 months ago
Dear MaxbetHunter,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
Dear MaxbetHunter,
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.
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8 months ago
Thank you for your reply, MaxbetHunter. I am happy to hear that! Can you please clarify how much money you've already received and how much you have left to withdraw?
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8 months ago
Translation
Dear team, the casino paid everything, thank you again for your help!!
Automatic translation:
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8 months ago
Dear MaxbetHunter,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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,
Kristina
Casino.Guru
