Wintopia Casino - Player’s winnings are delayed by account restrictions.

I am filing a complaint regarding an issue with Wintopia casino, that is currently restricting my ability to withdraw my legitimate winnings.

Approximately 20 days ago, I created an account at the casino and initially attempted to make a deposit using the muchbetter deposit option displayed in the cashier. However, despite multiple attempts, the system consistently returned an error and would not process the payment.

As a workaround, I used my muchbetter Mastercard via the generic credit/debit card method, which successfully deposited the funds. This card is issued by muchbetter and linked directly to my e-wallet.

After winning and attempting to withdraw, I tried to use the muchbetter withdrawal option, where it was required to fill in my muchbetter phone number. However, because the original deposit was made through the card method (even though the card was a muchbetter card), the system treated it as a separate method, and blocked the withdrawal attempt.

In an effort to resolve the issue, I then made a deposit via Mifinity, another verified e-wallet account in my name. However, my attempt to withdraw through Mifinity was also rejected by the casino. Instead, they advised me to withdraw via bank transfer, which is both unavailable in my cashier interface and unacceptable to me, as I use e-wallets exclusively for privacy and control over my transactions.

I emailed their support team explaining my situation clearly and provided a list of all withdrawal methods I could see at that time: Interac, MuchBetter, MiFinity, and Crypto. I explicitly stated that I prefer e-wallets and do not wish to use Interac or bank transfers, which only connect to my personal bank account.

Their response ignored these concerns and simply repeated the instruction to withdraw via Interac. Now, when I log in, I see that MuchBetter has been completely removed from my account, both as a deposit and withdrawal option, which appears retaliatory and unfair.

I am now left unable to access my winnings via any of the verified e-wallet methods I used to deposit.

Dear blackdot,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Wintopia Casino. Please understand that the casino does not exclusively manage the variety and accessibility of payment methods. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you kindly confirm if you passed the full KYC verification?
• Could you please send me a screenshot of the payment methods you see available in your casino account?
• Have you made any successful withdrawals from this casino before?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear blackdot,

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.

Hi, sorry for the late reply. Yes, i successfully verified my account, but I did not make any successful withdrawals from this casino before. I attached screenshot of the payment methods I see available in my casino account

Could you please clarify why the casino rejected your withdrawal request made via MiFinity?

Have you successfully completed the verification confirming that you are the rightful owner of this payment method, which you have already used for depositing funds into the casino?

Are there any technical issues or restrictions preventing you from withdrawing through the alternative payment methods offered by the casino, or is it solely a matter of preference?

Lastly, are you able and willing to use cryptocurrency as a withdrawal option?

Hi, casino started paying me out. Thank you!

I'm glad to hear that. Would you like to keep your complaint open until all your withdrawal requests have been processed? Please let me know.

Hi,

yes I would really appreciate that in case I encounter any new issues.

Of course, thank you for your reply.

Could you please specify how many pending withdrawals are currently in your account and the exact dates you submitted them?

Hi,

I have two withdraws in pending in the amount of 750CAD each, and I have reached the weekly withdraw limit.

Thank you for your response.

Please let me know once you receive any of your withdrawal requests. Thank you for your patience and cooperation.

Hi, I received a withdrawal request. Thank you for your help.

Dear blackdot,

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,

Veronika Fritz

Casino.Guru