The player from Ontario faced repeated cancellations of their withdrawal requests, despite being told it would be processed if requested again. They prepared to take legal action due to a lack of communication from the casino and had evidence to support their claims. The issue remained unresolved due to the player's lack of response to the Complaints Team's inquiries, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future.
Wintopia Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: C$750
Wintopia Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Casino will not process my withdrawal, last time they stated they will process it if I requested again, I requested it again and they cancelled again. My next course of action if you are unable to get them to process the withdrawal is to take legal action. I have photo evidence of the withdrawals with time stamps and the email stating that if I requested the withdrawal again, they will process it.
They refused to answer any of my email support inquiries aswell and banned me from their live chat.
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7 months ago
Dear Casingyyfgyb,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please clarify the following:
- Have you selected the same payment method for your withdrawals as you used for depositing?
- Have you passed the full KYC verification?
- What specific reasons did the casino provide for cancelling your withdrawal?
- When was the last time you submitted a withdrawal request from this casino and what is its current status?
- Have you made any successful withdrawals from this casino before?
- Did you accumulate your winnings with or without a bonus?
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
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7 months ago
Yes, yes, they didn't specify why they cancelled it, last withdrawal was yesterday cause they canceled it again,never made a successful withdrawal before, got the winnings without a bonus
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7 months ago
- Please send me a screenshot of your transaction history that shows the unsuccessful withdrawal requests cancelled by the casino.
- Have you tried using different payment methods for your withdrawals?
- Which payment methods have you selected so far, and which other options are currently available in your casino profile for withdrawals? Please also send me a screenshot showing the available deposit and withdrawal methods visible in your profile.
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7 months ago
Dear Casingyyfgyb,
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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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
