Wintopia Casino - Player’s withdrawal process is delayed.

Hi my problem is that they asked me for all the documents and I sent them to them the last document they asked me PDF bank account statement that I promptly sent in PDF the current one that is April from there they started saying that it was older than 3 months then they disappeared completely in chat they always say the same thing to wait to the continuous emails they deny and do not respond. I would like some advice and not to lose the deposit plus the winnings how should I do? Who to report. Given that I play on many sites and the process is short and the documents requested are always the same and are considered good everywhere. But from what I see here too wintropia has terrible reviews

Dear medugno7979,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi I provided all the requested documents the last step that they do not accept and the current bank statement but they pretend to not pay. Now I also post privately so you will all understand that they are authorized scammers I do not know from whom the chat always tells me to wait from emails they do not respond anymore

I wrote to you privately showing you the bank name and bank statement. I'm asking for help. I'm desperate. Playing and being robbed of your deposit and winnings doesn't exist.

from the chat 0 help they only bounce you to a possible answer that will not arrive

Thank you very much, medugno7979, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, medugno7979!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

miraculously they verified my account and sent me the first 500 euros, now the other 500 are missing, furthermore they limited my account for no reason and I can no longer play in the sports section

I'm waiting for the other 500 euros that I have in withdrawal with a verified account but they are slow in arriving

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear medugno7979 and CasinoGuru Team,

Thank you for reaching out.

We confirm that we have received the requested information and will proceed with reviewing the case internally.

We will keep you updated accordingly.

Kind regards,

Wintopia team

Wintopia team, do you have any news?

Dear CasinoGuru Team,

Everything has been paid out from our side long ago.

Kind regards,

Wintopia team

Thank you, Wintopia Team!

medugno7979, can you please confirm if you have received the full disputed amount?

Hi thanks to you at casinoguru I received my money but I highly advise against playing on wintropia site very slow in withdrawals it took almost a month to receive my money super negative experience

Dear medugno7979,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru