Winstler Casino - Player’s withdrawal is delayed with account issues.

they claim that cannot find my account while i am speaking with them into a logged in chat. they escalated the issue saying they cannot see my email. i took all screenshots and alerted them that the amount is significant and if they claim there is no existent account i will ask law enforcement support to understand how this is possible since i have no options left.

please notice that they raised this point when my balance was 38k, now only 21k but i asked to withdraw it.

I am italian, resident of bulgaria.

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Dear caronte,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• When did you receive notification that your account could not be located?
• Have you had any successful withdrawals in the past?
• Did you pass the KYC verification of your account, please?  

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.  

Best regards,  

Katarina

in the chat the operator told me this

yesterday I received an email from KYC and I have sent them immediately all documents.

A bit of history: i just registered, I bought a welcome bonus of 175% for 1000 euro and started 2750, reached 38.000 euro on blackjack wagering the turnover expected (110.000euro), I asked to withdraw 30K+ euro, but they claimed my account was not visible.

Meanwhile my balance due to losses (i became incredibly unlucky - hope due to random number generator and not something weird) and moved to 10.000 euro balance. I left 10K withdraw order which i promised myself to not touch given the strange performance above.

Now is only 10K I hope they will pay it without inventing strange things. This would be the first withdrawal.

From the reviews online they seem a nightmare so I am quite concerned to recover the money.

Dear caronte,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina