The player from Italy had requested a withdrawal of €500 two weeks prior, which remained pending. Despite having had an active and verified account since 2024 and having passed the KYC procedure twice, she had not been receiving responses from customer support. The issue had been marked as resolved by the player, and the complaint had been closed by the Complaints Team following her confirmation. The resolution details were not specified.
Wintopia Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Wintopia Casino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
I requested a withdrawal of €500 on March 9, 2026, which is still pending on the casino website.
I tried contacting customer support but they are not answering.
Account verified and active since 2024. KYC procedure passed twice without any issues. Money won with real deposits, not bonuses.
Automatic translation:
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1 week 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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1 week ago
Dear SaraXD93,
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.
- Was your successful payout from March 5th from the same game session or deposit as the current payout?
- Could you please share with me your communication with the casino discussing the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 week 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,
Tomas
