The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player experienced significant delays in receiving his winnings from Winsane Casino, which did not adhere to the stated withdrawal limits for his VIP level. After multiple communications and updates, the casino confirmed that all pending withdrawals would be processed. Eventually, the player received the last payout, resolving the issue satisfactorily. We marked the complaint as resolved and thanked the casino for their cooperation in addressing the matter.
Winsane Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €33,100
Winsane Casino
Safety Index 8.8 HighCase summary
Discussion
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11 months ago
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Hello, I have the same problem with Winsane Casino.
At the beginning of May, I signed up with Winsane, deposited, and claimed the first and second deposit bonuses. I won with the second one, verified my account, and started making withdrawals.
I was VIP Level 2 and my limits according to the website were €700 per day, €3500 per week and €14000 per month.
Since then, these limits have not been met even once. During the entire month of June 2025, only €3,500 was paid out (5 x €700).
The last successful payout was on June 24th.
On July 2nd, all my pending withdrawals were suddenly canceled and a new document was requested, even though my account had already been verified. I uploaded the document, and it was confirmed, and I was assured that my account was now verified again.
I am now VIP Level 3 which means my withdrawal limits are €1000 per day, €5000 per week and €20000 per month.
Unfortunately, the withdrawal times have not changed and every withdrawal is still permanently delayed, making it impossible for me to even come close to reaching the applicable limits.
It is pointless to have multiple payouts pending, as only one will be paid during processing and all others will always be canceled.
I would like to ask Casino Guru to help me and encourage Winsane Casino to respect the limits applicable to my VIP level as stated on the website.
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11 months ago
Dear player,
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 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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.
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10 months ago
Dear player,
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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10 months ago
TranslationNo, nothing new has happened. Everything remains unchanged.
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10 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please let us know if you currently have any pending withdrawals in your account? If so, could you kindly upload a screenshot of your withdrawal history showing the current status of your requests?
How much have you received so far?
Could you please confirm that you have passed the KYC verification?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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10 months ago
TranslationHello Dominika. I sent you an email with the chat history.
Since this complaint was filed, €1,000 has been paid once. There is currently one outstanding withdrawal of €1,000 from July 15th, and I still have €28,500 in credit on my account because I've played a bit in the meantime.
Unfortunately, Winsane's transaction history only shows the last 7 days.
Unfortunately, Winsane is paying out extremely slowly, and it's impossible to reach my VIP level limit of €5,000 per week and €20,000 per month. Please help me withdraw within my limits.
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10 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.
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10 months ago
Hello BoehserOnkel, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Winsane Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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10 months ago
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.
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10 months ago
Hello,
Thank you for the opportunity to respond to this matter.
We are pleased to inform you that your casino account is now verified, and the recent withdrawal request was approved, and the winnings should already be on their way to your banking account. Additionally, we would like to highlight that the rest of the requests will be reviewed in the business timeframes and in accordance with the daily limits.
Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.
We believe these actions demonstrate our dedication and openness to a user-friendly experience.
Thank you for your understanding and cooperation.
Best regards,
Winsane Casino
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10 months ago
I would like to thank the Winsane Casino for looking into this matter for us! Much appreciated. :)
Dear BoehserOnkel, could you please confirm once you receive the money, that we can close this complaint as resolved? Thank you.
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10 months ago
Thank you for the quick reply, and keeping me in the loop! Much appreciated. :)
Of course, the complaint will stay open until you confirm all the money have been transferred to your bank account, and that you are happy with the result. I will swap the timer back to you, please let me know if there are further issues. If all goes well, just give me an update in 2 weeks, before the timer runs out and I will prolong it, and catch up with the current status of the withdrawals. Good luck!
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9 months ago
TranslationHello Matej, thanks for your feedback.
The limits you mentioned are for standard players without VIP level.
My account is at VIP Level 3 and according to the Terms and Conditions, the following limits apply to VIP Level 3:
1000€ daily
Weekly 5000€
Monthly 20000€
If Winsane adhered to these limits, I wouldn't have a problem with them. But unfortunately, the speed is significantly slower and the payment is lower than stated.
Kind regards
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9 months ago
TranslationHello Matej,
Winsane just processed a €1,000 withdrawal, and the other two were canceled after waiting many days...
The casino is trying everything to delay withdrawals as much as possible. This means I have no chance of reaching the applicable limits.
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9 months ago
Thank you very much for the further clarification! I was not aware of your VIP level, so this changes things a little. :)
Dear Winsane Casino, can you please let us know what seems to be the issue that delays the processing of the payments?
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9 months ago
Hello,
Thank you for allowing us the opportunity to clarify this matter further.
We are pleased to inform you that your recent withdrawal has already been successfully approved in the past few hours. We truly appreciate the patience you have shown throughout this process.
Please rest assured that your pending withdrawals are currently under review and will be reviewed as soon as possible within the business timeframe.
Your cooperation and understanding are highly valued, and we remain at your full disposal should you need any further assistance.
Best regards,
Winsane Team
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9 months ago
TranslationHello Winsane, you only processed a withdrawal of €1,000 today, after four days of no payouts.
Furthermore, you haven't answered Casino Guru's question: Why are you making it impossible for me to reach the limits applicable to VIP Level 3?
Winsane has paid out €5,000 so far this month, even though I have ongoing pending withdrawals and, according to the applicable limits, should have received at least €10,000 so far. With the withdrawal I just made, I received €2,000 this week, even though the limit according to the terms and conditions is €5,000 per week.
The monthly limit is €20,000 for VIP Level 3. You've paid €5,000 so far this month. Will I receive the remaining €15,000 I'm entitled to this month within the next two weeks?
My balance is €24,900 + €3,000 in pending withdrawals.
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9 months ago
Dear Winsane Casino, can you please let us know what seems to be the issue with reaching the withdrawal limits set by the player's VIP level? Thank you.
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9 months ago
Hello,
Thank you for your message. We would like to clarify how withdrawals are processed in accordance with our Terms & Conditions.
According to section 8.2 of our Terms & Conditions, for VIP Level 3, the maximum withdrawal amounts are as follows:
- €1,000 per day
- €5,000 per week
- €20,000 per month
These limits represent the maximum amounts that can be processed, and they cannot be exceeded.
Additionally, section 8.5 of our Terms & Conditions states that we aim to review and approve withdrawal requests within 72 hours (not including weekends). In cases where additional checks or verifications are required, this timeframe may be extended.
In this case, the maximum daily amount of €1,000 has already been processed. We will aim to process your further requests in line with the 72-hour timeframe and without exceeding the daily, weekly, and monthly limits applicable to your VIP level.
Please be assured that there are no restrictions on your account beyond the stated limits regarding this process at this moment, and your pending requests will be handled accordingly.
We remain at your disposal for any clarifications should there still be a misunderstanding.
Thank you for your patience and cooperation.
Best regards,
Winsane Team
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9 months ago
TranslationHello, these limits have not been reached even once, even after several weeks of trying to withdraw my money.
This week, you also only processed three withdrawals of €1,000 each. Today is Friday, and as you yourself state, you don't process withdrawals on weekends, which means this week's withdrawals will also remain at only €3,000, instead of the €5,000 stated in the weekly limits in your terms and conditions.
This month, you paid me €9,000. There are still 9 days left until the end of the month to reach the monthly limit of €20,000. I ask you to adhere to this and pay me according to the correct limits. Otherwise, it's quite obvious that the values stated in the Terms and Conditions do not reflect reality and are merely for show.
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9 months ago
Dear BoehserOnkel, can you please let me know how much money you have being processed at this point and how much are you still to withdraw, so I can keep track? Thank you.
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9 months ago
Thank you. Let's see how much more they can squeeze out until the end of the month. Next week, the limit should reset and I hope you will be able to withdraw the rest. For now, I will swap the timer your way, and please do update me on Tuesday regarding if you received anything this week, and how much you requested for withdrawal at the start of the new month. I will keep an eye on the sums and if the casino starts looking like the payments are slowing down and monthly limit will not be reached, I will try to push from our end to see if we can get it all done and dusted before the end of September.
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9 months ago
TranslationHello Matej, a quick update:
No further withdrawals have been processed. The last successful withdrawal was over four days ago, and my balance is still at €21,900.
Winsane has still only paid €12,000 this month.
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9 months ago
TranslationHello Matej,
Winsane has processed two more withdrawals and I now have €16,900 in credit + 3x €1,000 in pending withdrawals.
In August, Winsane paid out €14,000, which is €6,000 less than the stated limit of €20,000.
I hope I can receive my remaining balance in September.
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9 months ago
Thank you for the complete update! Much appreciated. :)
I have asked our affiliate team to check with the casino representative, to see if there is something that can be done. I hope you'll get all the money this month as well. Please, keep me posted.
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9 months ago
TranslationHello Matej,
A withdrawal was just processed, and Winsane has canceled all other pending withdrawals! It's always the same thing. Now I have to request new withdrawals and wait again for them to start processing. 
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9 months ago
Hello, is it possible they process the requests in bulk, therefore cancel all the ones that are "above" the daily limit?
Let's try to change the tactics - request only the daily maximum and wait until at least one request gets processed. Then, on the next day, add another one. Let me know what happens, please.
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9 months ago
TranslationHello Matej, I've been doing exactly what you suggest all these weeks. I requested a withdrawal, another one the next day, and another one the day after that. Then I waited until one was processed and then requested another one.
Let’s see how things go from here.
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9 months ago
Great! We'll give them time to start processing, and if even this system won't work, we'll deal with it in more detail. On my end, I am still waiting for our affiliate team to get back to me regarding the discussion with the casino representative. Will update you here once I know more.
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8 months ago
Dear BoehserOnkel,
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
TranslationHello Matej, last week Winsane paid out 5x €1000 and finally adhered to the applicable limit.
So far this week, only one €1,000 payout has been received. I still have €13,900 in credit and will let you know how things go.
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8 months ago
Thanks for the update! I am talking to our affiliate team as well, to see if they can get some more information on what is going on here.
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8 months ago
TranslationHello Matej, unfortunately, Winsane only paid out three €1,000 withdrawals last week. Again, that's less than the current limit of €5,000 per week. I don't understand what's going on.
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8 months ago
Thank you for the update! According to the casino affiliate, they are putting together some kind of withdrawal plan for you. I am trying to get more information, because this is worrisome.
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8 months ago
Hello,
Thank you for giving us the opportunity to clarify this matter.
We’re pleased to inform you that your recent withdrawal request has been successfully approved.
Given both the high withdrawal volume and the significant amount of your winnings, occasional delays can occur. That said, we’re happy to confirm that all of your withdrawal requests have been promptly reviewed, and we have consistently worked to prioritize your requests.
We ensure that our processes are handled efficiently and carefully to provide the best possible experience for our customers, and please rest assured that you remain a priority for us moving forward.
Best regards,
Winsane Team
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8 months ago
TranslationHello, Winsane paid out €1,000 four times this week. Unfortunately, once again, the payout was less than the weekly limit.
Furthermore, my "amount of winnings" shouldn't be a justification for delayed withdrawals. The casino's terms and conditions should be adhered to, especially since I would still only receive one, or with luck, two, withdrawals per week if I hadn't opened this complaint with Casino Guru.
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8 months ago
If my math is correct, there is still about 15,000 to be withdrawn. At this rate we are looking at another month or even two, as the casino is unable to meet their own VIP terms for withdrawals. We have once more escalated this to the casino representative, in hopes of speeding up the process - however small the chances might be. There is still about 7 working days left of this month, please let me know if they manage to send at least some payment before the end of September.
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8 months ago
TranslationHello Matej, Winsane paid out €4,000 last week. There's still €2,943 outstanding. I hope it will be completed by the end of this week.
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8 months ago
Hi BoehserOnkel, fingers crossed! I will swap the timer your way once again and hopefully you'll have more good news for us later on. :)
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8 months ago
TranslationHello Matej, today Winsane made the last payout.
I would like to thank you very much for your support. I think it has made a big difference, and without your help I would still be paying out for months.
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8 months ago
Dear BoehserOnkel,
I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Winsane Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. 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,
Matej
Casino.Guru
