Wintopia Casino - Player’s withdrawal is delayed.

Waiting for over a month now for them to process my withdrawals. I am fully verified, already successfully withdrew in the past, played without a bonus. Have asked my VIP manager multiple times already for the reason of the delay, no response received. Since it's over a month now I am opening this complaint. Screenshots of communication attached.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wintopia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• When was your account verified?
• When was the last time you were able to withdraw? Have you used the same payment method as last time?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Yes, it's fully accessible. I am verified for months already. Last withdrawal was on 6th of June. Since then, I have deposited 4000€ and they are not processing withdrawals of what is left over of that.

Best regards

Matthias

Thanks for your reply

• Could you please share with me the communication addressed to you by the casino regarding the delay?
• Could you please confirm whether you used the same or a different payment method as previously?
• Could you please share screenshots of your active payout requests? Post screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello,

Wintopia has payed out everything. Thanks for the help.

Best regards

Matthias

Dear Matthias01,

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,

Tomas

Casino.Guru