Wintopia Casino - Player's withdrawal is delayed due to payment method restrictions.

My account is fully verified, and I made a $250 Litecoin deposit. After winning, I attempted to withdraw my $858 balance, but the casino requires withdrawals to be made using the same payment method as the deposit. The issue is that Litecoin is not available as a withdrawal option, and the casino does not allow me to choose any other method, making it impossible to withdraw my funds.

I reached out to support, but they keep ignoring my concerns and responding with the same generic message instructing me to select the coin I used. This back-and-forth has now gone through four emails, even after I provided screenshots of my withdrawal page showing that Litecoin is not an option.

Dear Whoisredbull13,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you're facing with your withdrawal. Please allow me to ask a few questions to better understand your situation:

• Could you please send me a screenshot of the payment methods available for deposits and withdrawals in your profile?
• Would it be possible to make a small verification deposit using a different payment method that supports both deposits and withdrawals?
• Could you forward me the emails you and the casino’s customer support exchanged regarding their recommendations for a successful withdrawal? My email address is veronika.f@casino.guru.
• Have you completed full KYC verification or at least submitted any identity documents to the casino?

I hope we can help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Funds have been received and the issue is now resolved. We can close this case.

thank you @casinoguru

Dear Whoisredbull13,

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,

Veronika Fritz

Casino.Guru