The player from Germany had been attempting to withdraw her winnings of €7,540 from the casino for over four months, with initial withdrawals going smoothly. However, issues arose when she tried to withdraw via different payment methods after MiFinity became unavailable, leading to errors and a deposit limit block. She sought assistance to resolve this prolonged withdrawal issue. We had communicated with the casino multiple times, but the casino maintained that the player needed to make a new deposit using a different payment method to proceed with the withdrawal. As the player had been unable to make deposits due to restrictions, the situation remained unresolved. Ultimately, the complaint was rejected due to the player's lack of response to inquiries from us.
Wintopia Casino - Player's withdrawal was delayed for over 4 months.
Player stopped responding
Amount: €2,500
Wintopia Casino
Safety Index:HighCase summary
Ladies and Gentlemen.
Since I can't make any further progress with the casino in resolving the issue of withdrawing my remaining winnings, I'm now turning to you and hope you can help me.
I won €7,540 with real money on January 29, 2025. I won with Dice from Spribe and then wagered with Plinko XY.
The first withdrawals went smoothly. I deposited €1,000 for the bonus with MiFinity. The withdrawals also went through MiFinity, as the casino only accepts withdrawals equal to the deposit amount.
At some point, I was no longer able to request any further withdrawals because withdrawals via MiFinity were no longer available. I therefore went to live chat to resolve the issue. (See screenshot)
The live chat representative then told me to withdraw using a different payment method because MiFinity is currently unavailable.
So I tried to withdraw via bank transfer.
But I kept getting the error message that a minimum deposit from the same payment system was required for the withdrawal.
So I contacted them again via live chat and the employee said he would forward the problem to the relevant department.
Then I was told I had to make a minimum deposit via bank transfer in order to withdraw.
But then I got a new error message saying that I had reached the deposit limit.
I'm a bit annoyed now. I won at the casino at the end of January, and after 4.5 months, I still haven't received my winnings. This is simply taking too long.
I hope you can communicate with the casino better than I could, and I would be happy if you could help me with this matter.
Kind regards
Dear Ninosch,
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.
- What explanation have you received for the issue of not being able to deposit to the casino using a bank transfer?
- Did the casino support suggest any solutions on how you may withdraw your winnings?
- Could you please confirm your account is verified?
- When was the last time you were in contact with casino support, and what did you discuss?
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
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.
Hello,
I used live chat several times, and the casino staff ultimately couldn't help me. We went around in circles because I kept encountering a new withdrawal issue, and I kept encountering new staff members in live chat.
Solutions were initially suggested, but none of them worked. So I wanted to try this route and hope for better communication so the problem can be resolved as quickly as possible.
I can confirm my verification at the casino with this screenshot.
My last contact with the casino was actually today. They just sent me an email saying that my account has been re-authorized for deposits.
However, I would appreciate it if the casino would pay out the money to my Jeton account through other methods. I deposited with Jeton and think it's only fair that I get paid out that way too.
Kind regards
Thanks for the update and the explanation.
Have you managed to deposit and subsequently request a payout from the casino? Please let me know if there were any further obstacles in withdrawing your winnings.
Dear Ninosch,
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.
Sorry, I was on vacation.
The first few withdrawals went smoothly. However, the MiFinity withdrawal option suddenly disappeared, and since then I've been struggling to withdraw my remaining winnings. All possible communication with the casino has so far been unsuccessful.
I can no longer deposit at the casino because they have blocked me from doing so. Therefore, I am also unable to withdraw using any other payment method.
Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.
Hi Ninosch,
I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Wintopia Casino to join this conversation.
Dear CasinoGuru Team and Ninosch,
Thank you for bringing this matter to our attention.
We would like to confirm that the player has been informed on several occasions via email regarding the steps necessary to complete their withdrawal. As previously communicated, the payment method the player used in the past is no longer available for withdrawals due to changes with our payment providers.
To proceed, the player must make a deposit using a new payment method and then submit a withdrawal request using the same method. This requirement has been clearly explained in our earlier communications.
We remain ready to assist the player with any questions or difficulties in completing this process. However, until the required step is taken, we are unable to process the withdrawal.
Kind regards,
Wintopia Team
That's exactly what I mean. The casino doesn't even read what I've written. They've even received screenshots from me several times, trying to make it clear to the casino that I'm blocked from making further deposits.
It just keeps getting ignored. How am I supposed to withdraw using a different payment method if I can't deposit anymore? The casino has to make that clear to me. After all, I can't do magic. 😉
The screenshot where you can see the proof that I can no longer make deposits can be found in my initial report on the ticket.
Before this can happen, the casino must first unblock me from making deposits or increase my deposit limit.
Hi all,
Thank you for your replies.
Dear Wintopia Casino team,
Could you please address the fact that Ninosch can't make any deposits and help him with that?
Dear CasinoGuru Team and Ninosch,
We would like to clarify that in their earlier communication within this complaint (dated 4 weeks ago), the player explicitly confirmed they are able to make a new deposit. Based on this confirmation, we provided clear instructions to proceed: making a deposit with a new payment method and then requesting a withdrawal using the same method. These instructions have also been shared with the player via email.
From our side, there are currently no restrictions preventing the player from making a deposit.
At this stage, we kindly note that without a successful deposit using a new payment method, we are unable to proceed with the withdrawal or resolve the complaint. If the player encounters any technical issues or error messages while trying to deposit, we encourage them to reach out to our Customer Support team, who will gladly assist and provide guidance to resolve any difficulties.
We remain committed to assisting the player in completing their withdrawal once the required step of making a new deposit is completed.
Kind regards,
Wintopia Team
What are you saying? I supposedly confirmed four weeks ago that I could make a deposit? Seriously? I find that statement quite outrageous, because I never even said or wrote this anywhere in any form.
Please show me this letter where I supposedly said that. That won't happen.
Maybe you should read all the texts and reports again more carefully so that you understand that this was never communicated in this way and why I am now so annoyed.
I have said so many times now that I am blocked from making deposits, have communicated it several times in live chat and here, and have even included a screenshot as proof.
You're simply claiming it's been working the whole time and have only now unlocked it. I don't like this approach at all, and I'm now really angry about the way you're handling this situation, including me.
I deposited with Jeton, but I'm no longer allowed to withdraw using it, and I'm not given a reason. This payment option simply disappeared from one day to the next.
I just checked the deposit methods and I have no way to make a deposit in order to then withdraw the remaining winnings.
Although I am no longer blocked from making deposits, I have my funds on Jeton and Mifinity.
So I have no other options to deposit my money with you because these payment options are no longer listed in your casino.
I also don't see why I have to experiment so desperately to get my remaining money just because you suddenly removed a payment method that I used to deposit and also withdrew more than half of my winnings.
After such a long wait, I'm actually expecting you to simply transfer the remaining funds to my Jeton bank account. I'll be happy to send you the IBAN and everything else you need. I know from experience that such a project is feasible for you.
I hope you still want to solve this problem as much as I do and are willing to accommodate me.
Kind regards
Hi all,
Thank you for your replies.
Dear Ninosch,
Since you are able to make deposits now, I suggest you make a deposit ASAP and try to withdraw your funds. I don't know what other options are available, but there seems to be an option to use bank transfer (screenshot), which can be used by anyone with a bank account.
Dear Ninosch,
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.
I would like to reiterate clearly that I am unable to make a deposit. The only option left is to deposit with VISA, but I receive an error code there as well. (I'll be happy to email you a screenshot as proof.)
I do not have the other deposit methods.
How do we proceed with this situation now? Because we're going around in circles. I've done everything I could on my side, but my hands are tied. I've done everything humanly possible to make a deposit. Now the casino has to help me or accommodate me.
Kind regards
D***a K******k
Dear Ninosch,
Could you please send us a video of the deposits not working? Perhaps it will help the casino find a solution to the issue. You can upload it here or send it to my email address ([email protected]).
