The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn’t been processed yet. The complaint was then marked as resolved after she confirmed that the issue had been settled and used the dedicated resolution button. We closed the case in our system because the player confirmed that the matter had been resolved.
Wintopia Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Wintopia Casino
Safety Index 8.7 HighCase summary
Discussion
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2 weeks ago
Translation
Hello everyone,
I would like to file a formal complaint against Wintopia Casino because I am being subjected to blatant arbitrariness, am waiting for my money, and have been denied VIP benefits to which I am entitled. I am currently VIP Level 8, but am absolutely not being treated like a top player.
Here are the facts about my case:
1. Outstanding payment since August 26, 2026
I requested a withdrawal on August 26, 2026. The money has not been transferred to this day. As a high roller at VIP level 8, I expect priority processing, but instead, support is only giving me the runaround.
2. Systematic VIP-level chaos
My VIP status was apparently manipulated arbitrarily in August:
For weeks in August: My profile was frozen at level 7 (88%), despite further sales.
After complaining to the VIP manager: After waiting for days and deleting cookies/cache, the system suddenly jumped to level 10.
A few days later: I was massively demoted to level 7 (0%) without explanation. All my progress was deleted.
After another complaint: I was then manually set to level 8.
This chaos meant that for weeks I was not informed of the correct cashback rates and higher payout limits that I was entitled to.
I therefore urge Wintopia to do the following:
The immediate release and transfer of my outstanding payment from August 26th.
Appropriate financial compensation of 500 euros (in the form of real money credit or a wager-free bonus) for the VIP service being blocked for weeks, the enormous amount of time spent, and the incorrect billing of my account.
The correct retroactive crediting of all lost cashback and loyalty benefits for the period of the level error.
My username at the casino: [redacted]
Thank you for the support from the forum.
Edited by a Casino Guru admin
Automatic translation:
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2 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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2 weeks ago
Dear Ella_M,
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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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 Ella_M,
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,
Jean
