WJ Casino - Player claims that payment has been delayed.

I made a deposit at this casino, won, and withdrew my winnings. The withdrawal was credited to my bank account without any issues. After the money was in my account, this casino filed a dispute with my bank requesting a refund of the Pix payment. The bank blocked the amount because the casino disputed my withdrawal, even though I’d already withdrawn several times before, didn’t play with any bonuses, and everything is in order with my account and verification. It’s a scam. It’s a shame—don’t play at this place.

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Dear simonebentor,

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

I’m sorry to hear that your money got blocked in your payment account. Please allow me to ask you a few questions so I can understand the situation.

• Do I understand correctly that you received the money in your PIX account on August 8 but it was blocked on the same day?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Thank you very much in advance for your reply.

Dear simonebentor,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru