Winzter Casino - Player believes that their withdrawal has been delayed.

I don't get any payout from the casino. They don't answer emails anymore and don't approve the documents I sent in. Incredibly bad treatment. This has happened on 2 sites now. Smach and winzter.

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Dear Smuss,

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

Hello.

I have received an email saying that they have removed the money I wanted to withdraw. They claimed that I played on the wrong game and deleted my winnings. So there is nothing to wait for. Both sites I reported are probably related and do not pay out winnings.

I have a lot of emails that I can check. Even from the side

Copy from the page. But I also have an email where they reject my withdrawal.

This was April 18th. Just over 2 months later. And as I said, they said they took my withdrawal.

Regards, Maria

Dear Smuss,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. As the pictures show, I haven't received anything. They have taken back my winnings and say that I played wrong. The account is verified and all documents approved. It's just that they took my withdrawal. So cheated deluxe.

I don't think any player gets their money from there. They probably don't accept any withdrawals. So no, I haven't received anything and I won't receive anything.

I won't be going to their site anymore.

Dear Smuss, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

Sent email

Dear Smuss,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Winzter Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Winzter Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Karla M.