Winz Mobi Casino - Player's withdrawal is delayed and account issues persist.

I I was given a bonus for this platform and played it unfortunately I wanted was told that I needed to make a deposit so I made a deposit and then won again with my deposit I then proceeded into a withdrawal request waited waited waited no response from customer support notified them numerous times got back on my account notice that my money neither my money nor my game was on there in this website you have to download or ask request for the games Golden dragon being the game that I want on is now again on a game that I am able to request for when I already had the game there was $150 on it pending hey withdrawal now the game again like I said isn't even on there and there's no way for me to see the money but it shows on my notifications that I made it withdrawal request one in the amount of 100 the other in the amount of 50 I also made a deposit increasing my balance from not being able to redeem or put in a withdrawal request to $100 a day these people never contacted me back and still have yet to respond to any of my messages again it shows that I made a withdrawal request and in the games you can't make one unless you have the funds available to make one

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you specify the bonus you used?

Can you please provide a screenshot of your withdrawal requests showing all the details — such as the amount, date, and current status?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have forwarded you all the documents you have requested and no I have not withdrawn before and yes I am kyc verified and I have sent multiple emails to the support team and Also the way that they have the platform layout it does not allow me to see my withdraw request it only lets me see that I have submitted the request it's kind of weird but ya when I initially made the request it was from where you login to the game there are 3 options play now withdrawal or make a deposit it doesn't really give me any option other than that

Dear player, have you been able to get in touch with the casino since your last update?

Have you checked if there’s an option to switch to withdrawals somewhere in your wallet or account section — maybe it's just hidden?

Have you received any new notifications from the casino regarding your withdrawals?

Mam I have multiple times looked every where and it does not allow me to see my pending withdraws I have emailed there support and have had no success I keep receiving emails for promotions but none in response to there admin support in regards to my withdrawal request

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([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 jessicanicoles5006, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Winz Mobi Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request has been treated this way? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

So what happens now since I don't believe that they are going to respond

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.

So what happens now since I don't believe that they are going to respond

In such case the complaint will be closed as unresolved, and casino safety rating will be adjusted downwards after the next weekly index recalculation done by the automated system. Unfortunately as sweepstakes casinos are not seen as gambling, there is no regulator or gambling authority that this could be escalated to :(

Dear jessicanicoles5006,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence and officially it is not considered gambling, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej