The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We marked the complaint as resolved after she confirmed that the issue was solved using the dedicated button. The case was then closed in our system based on her confirmation.
Wintopia Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Wintopia Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Subject: Official Player Complaint – Wintopia Casino (Fortuna Games N.V.) – License: OGL/2024/112/0974
Dear Curaçao Gaming Authority,
I am filing a formal complaint against Wintopia Casino, operated by Fortuna Games N.V. (License No. OGL/2024/112/0974), for withholding my funds and unfair account practices
Case Details:
Disputed Amount: 500 EUR
Date of Incident: 10th September 2026
Category: Delayed Withdrawal & VIP Level Manipulation
Description:
My player account is fully verified (KYC passed). I hold the high loyalty status VIP Level 8. On September 10th, I requested a regular withdrawal of 500 EUR. Since then, the casino has been holding my money without any valid reason. Furthermore, my VIP level was manually altered back and forth by the operator without justification.
Since my account is verified and no bonus terms are broken, the casino is violating fair gaming practices by delaying my payout for nearly a week. I kindly request your immediate intervention to force the operator to release my funds.
Crucial violation: Furthermore, the casino management is actively manipulating my account by manually upgrading and downgrading my VIP level back and forth without any explanation or transparent calculation. This arbitrary manipulation directly affects my player rights and payout priority.
Since my account is verified and no bonus terms are broken, the casino is violating fair gaming practices by delaying my payout and manipulating my account status. I kindly request your immediate intervention to force the operator to release my funds and stop the manipulation of VIP Level.
(I have attached screenshots of my pending withdrawal, verified KYC status, and VIP level as evidence.)
Best regards,
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Ella_M,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ella_M,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
