Wintopia Casino - Player's withdrawal is delayed.

Hello! 9.3 i managed to get a small win (i used the welcome bonus but never touched the bonus funds since the bonus is unsticky). Since then i have completed two rounds of verification and 23.3 i received notification that my account has been fully verified and i should be able to make transactions without further inquiries.

My withdrawals are still "pending" and have not received any funds.

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Dear rowenator,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for the information and the screenshot provided — I can see that your withdrawals have been pending for quite some time, despite your account being marked as fully verified.

In order for us to better understand the situation and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• Have all wagering requirements (if any applied) been completed?
• Did the casino provide any reason or explanation for the delays after your account was marked as fully verified?
• Have you received any additional requests for documents or verification after March 23?
• Have you tried contacting the casino via live chat or email, and if so, what was their response?
• If possible, please provide or forward any communication with the casino, including emails or chat transcripts, to petronela.k@casino.guru.

These details will help us determine whether the delay is related to verification, payment processing, or another internal review on the casino’s side.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I do not have any wager to be completed as i won with my own money, not bonus money. I have not received any communication from the casino regarding my withdrawals and no additional verification has been requested since 23.3 when i received the e-mail informing me that my account is fully verified and i can process payments without further delays.

also i have tried to contact live chat but it is unavailable, i have left a message concerning my situation but i have received no reply.

i have now received information that first out of three payments is underway. I will update once the payments are completed.

Hi rowenator,

Thank you very much for your update — I appreciate you keeping me informed.

I’m glad to hear that the first of the payments is now underway. Please continue to keep me updated regarding the remaining withdrawals and let me know once everything has been fully processed.

I hope the rest of the payments will follow shortly.

No other payments have been made, and no response to my inquiries. Live chat is still offline and my messages have not been replied to.

Hi rowenator,

Thank you very much for your update.

I would like to kindly ask whether there have been any further developments since 23.04.? Have you received any additional payments or any response from the casino in the meantime?

Please let me know once you have an update.

Dear rowenator,

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.

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,
Petronela
Casino.Guru