The player from Italy had requested withdrawals totaling €11,251 from Winsane two weeks prior, but the casino had not processed them. He reported ineffective support communication and felt forced to continue gambling due to his blocked withdrawals, which resulted in further losses. The player confirmed that he had accumulated the winnings through live blackjack without bonuses and had passed the required KYC checks. The casino had offered a partial compensation, which the player rejected, and the dispute proceeded through formal channels. We resolved the complaint by rejecting it, explaining that losses incurred through normal gameplay after withdrawal requests were the player's responsibility, and the casino was not obligated to restore funds once they had been used for further gambling.
Winsane Casino - Player's withdrawals have been delayed.
Unjustified complaint
Amount: €11,251
Winsane Casino
Safety Index:HighCase summary
Translation
Player Details:
Andrea B., Winsane account: [email address hidden by Casino Guru]
Situation Summary:
Since December 2025, I deposited significant amounts into Winsane, attracted by 35x wagering bonuses. On December 18, 2025, I requested withdrawals totaling €11,251 (won from my deposits, not bonuses) of my accumulated balance, but Winsane never processed or accepted them according to standard procedures, blocking my legitimate funds.
Support Issues:
Support (WhatsApp chat with "Grace") is ineffective: sloppy responses, insistence on untraceable communications in English, refusal of compensation offers, and ignoring evidence provided. No resolution despite repeated reminders.
Forced Game:
Withdrawals were blocked, and I had no choice but to continue gambling away the balance, causing further losses. This violates player protection rules and contractual good faith.
Resolution Request:
Instant processing €11,251 or full deposit refund.
Attachments:
[Screenshot of withdrawal requests 12/18/25, Grace chat, account statements]
Thank you,
Andrea B.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What is the current real-money balance in your casino account?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus?
- Have you passed the full KYC verification at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationHI!
My balance is currently zero.
I accumulated the winnings playing Live Blackjack, with my own money and not bonuses.
Finally, I confirm that I have passed the anti-money laundering checks.
I'm adding the last exchange in the chat, where they don't give any explanationsBuongiorno, mi hanno proposto un accordo, ammettendo la loro colpa, si seguito il testo (vi informo di aver già rifiutato in quanto coprirebbe solo il 9% di quanto mi sarebbe realmente spettato, ho pertanto proposto un accordo a 6000€ cash):
Hello Andrea! The reasons why I was not able to respond to you for a while are several, please note it's not intended, but I was not feeling well, it has been crazy after the holidays and I've been also waiting for some updates from management regarding the matter.
We're not able to meet your expectations of the compensation, although to prove you the opposite of your statements, I got an approval to credit you with a compensation of 1000 EUR real cash that you can directly withdraw, so once done and have me notified, I will prioritise it to have them received in your balance as fast as possible.
On top, you can get an extra bonus of 500 EUR with the lowest wagering conditions a VIP can get of x7, which are extremely easy to complete and convert into cash funds too, which upon done you can of course also withdraw and I'll be more than happy to prioritise for you, as usual and as previously done.
In addition, I have also made sure that for you especially, payouts will always be processed with priority and also arranged a huge exception to be processed on the weekends too, which is usually not a practice, as payouts are processed as per banks working hours Monday - Friday, but for you exceptions will be made.
Please confirm whether you agree to receiving the above, so we can proceed further. In addition, please note that agreement on the above shall serve as case closed and the above topic is not a subject of further discussion. Please also bear in mind that the above compensation is also not a subject of negotiation.
I truly hope you will come back with a positive statement, so that we can sort this case in a positive way and continue our great work relationship together, so you can fully enjoy our services and your VIP membership.
Aggiungo ultimi scambi:
supporto Winsane
Hello Andrea,
As I mentioned above, your expectations of the compensation cannot be met, I have already offered the best that can be done in this case and it's not negotiable, as we discussed. Shall I proceed adding the offered compensation or you deny it?
io:
Hello,
thank you for your clarification.
Given that no mutually acceptable agreement has been reached, and considering the outstanding unpaid withdrawals, I confirm that the matter will continue to be handled through the formal dispute procedures already initiated with the relevant card issuers, as well as through independent mediation and support platforms.
Should your position change in the future, I remain available to review any updated proposal.
Kind regards
Andrea B.
Ultima risposta da parte loro:
Hello Andrea,
As per Terms and Conditions, we're not doing any kind of refunds, and as an account manager of yours, I am not allowed to make such agreements. For any further assistance, you can contact our support at the address displayed on the website.
Dear Brown89,
Thank you for the detailed information and for sharing the communication with the casino.
After carefully reviewing your case, we need to clarify an important point regarding how complaints of this nature are assessed. Based on the information provided, your account balance is currently zero because the funds were lost during regular gameplay after the withdrawal requests were submitted.
Unfortunately, we are not able to assist in cases where winnings or account balances are lost through normal gameplay. Withdrawal requests are always subject to internal checks by the casino, and during this period, it remains the player’s responsibility to refrain from further gambling until the withdrawals are fully processed and paid out. If the balance is subsequently used for gameplay, the casino is not obligated to restore those funds.
For these reasons, we are unable to pursue this complaint further on your behalf, and the case will need to be rejected from our side. We understand that this outcome is disappointing, but we hope this explanation helps clarify our position and the limitations of what we can investigate in such situations.
Best regards,
Veronika
Casino.Guru Team
