Wintopia Casino

Case summary

The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We explained that withdrawal delays were common due to KYC verification or high withdrawal volumes and advised patience for at least 14 days. The player confirmed that the issue was eventually resolved, and the complaint was closed accordingly.

Discussion

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SaraXD93

Bronze

Italy

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1 month ago

Original

Translation

Hello, I'm writing this complaint because the situation with my withdrawal request is becoming excessively long and complex.

After making several large wins, my payouts suddenly became extremely slow.

(winnings made with normal deposits without using any bonus)

All exceed the times stated in their terms and conditions.

I have been a player on this platform since 2024, I have already successfully passed two identity verifications (one recently.)

Despite this, my withdrawals are continually taking longer than the times stated in their terms & conditions.

Only when I gamble away part of my winnings and have substantial losses do withdrawals magically speed up.

Then, if I'm lucky enough to recover some of my losses, suddenly everything slows down again.

Every time I write to customer service, I don't get any detailed response other than simple responses copied from their terms and conditions but not a real explanation as to why my requests always take longer than stated.

I understand that it's recommended to wait at least two weeks after requesting a withdrawal before filing a complaint, but since this situation is becoming repetitive and I have a large balance to withdraw, I would like to bring this matter to the attention of Casino Guru so that a resolution can be found.

the withdrawal in question was requested on 09.03.2026 for €500 and is still pending as of that date. I have two others pending, one requested on 13.03.2026 and one on 16.03.2026, also for €500.

I want to point out that this whole situation started to happen when I was lucky enough to make a substantial win.

In previous years, when withdrawals were rare or I was always in loss, a withdrawal took a maximum of 24/48 hours to be processed correctly.

Salve, scrivo questo reclamo in quanto la situazione della richiesta dei miei prelievi sta diventando eccessivamente lunga e complessa.

Dopo aver effettuato molte vincite sostanziose, improvvisamente i miei pagamenti sono diventati lentissimi.

( vincite effettuati con depositi normali non utilizzando alcun bonus)

Tutti superano i tempi dichiarati nel loro termine condizioni.

Sono una giocatrice su questa piattaforma dal 2024 , con successo ho già superato due verifiche dell’identità (una di recente.)

Nonostante questo, i miei prelievi sono continuamente oltre i tempi dichiarati nel loro termine & condizioni.

solo nel momento in cui io gioco parte delle vincite e ho delle perdite sostanziose magicamente i prelievi si velocizzano.

Poi, se ho la fortuna di recuperare parte delle perdite Improvvisamente tutto ritorna lento.

Ogni volta che scrivo al servizio clienti, non ottengo nessuna risposta dettagliata se non le semplici risposte copiate dai loro termini e condizioni ma non una vera spiegazione del perché le mie richieste siano sempre oltre i tempi dichiarati.

Sono consapevole che sia consigliato di attendere almeno due settimane dalla richiesta del prelievo prima di aprire un reclamo, ma dato che questa situazione sta diventando ripetitiva ed ho un saldo alto da ritirare vorrei portare la questione all’attenzione di casinò guru Affinché si possa trovare una soluzione.

il prelievo in questione è stato richiesto il 09. 03. 2026 Di euro 500 e da tale data risulta ancora in sospeso, Ne ho altri due in sospeso richiesti uno il 13. 03. 2026 e uno 16 03 2026 anche essi da 500 €.

Ci tengo a precisare che tutta questa situazione ha iniziato a verificarsi nel momento in cui ho avuto la fortuna di effettuare una vincita sostanziosa.

Negli anni precedenti, quando i prelievi erano rari o comunque io fossi sempre in Perdita, un prelievo richiedeva al massimo 24/48h prima di essere processato correttamente .

Automatic translation:

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Karla

Casino Analyst & Complaint Specialist

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1 month 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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Karla

Casino Analyst & Complaint Specialist

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1 month ago

Dear SaraXD93,

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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Karla

Casino Analyst & Complaint Specialist

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1 month ago

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SaraXD93,

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,

Karla

Wintopia Casino - Player’s winnings haven’t been received yet.

Case closed

Amount: €1,500

Case summary