WinCraft Casino - Pelaajan kotiuttaminen on viivästynyt.

Casino keeps making excuses not to payout winnings. Account is verified and winnings are legit, which they have acknowledged several times. There is no "live chat" although they say 24/7 support it has at points taken them 5 days and multiple messages for them to even respond. I have screenshots of all contact I've had with them about it which I'm happy to provide at any point in time it's required, there is plenty of it. Unbelievablely frustrating company to deal with on every level!

Dear icecold666,

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?

Have you confirmed with the casino that no additional verification is required?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

I am completely verified on their site. They have confirmed this. Along with accepting the fact the withdrawal is completely valid. They claim the reason they have been bouncing it back to my gaming account is due to having difficulties at their end (unsure what that means). They have been trying to get me to withdraw through crypto but that makes no sense in my case due to me not having any crypto account because the country I live in is not crypto friendly. I wouldnt be able to use my winnings through crypto. They have bank transfer as their first example on their terms and conditions as an option but refuse to make it an available method on my gaming account for me to use. They claim it is unavailable in my country which is absolutely ludacris! I have spoken to my bank who confirms they are incorrect and I have also used many other casinos in their same jurisdiction etc which I have made many successful withdrawals via bank transfer. I will email you the screenshots of convos with them as there are a lot and wont be able to upload them all here.

Dear icecold666, have you been able to reach any agreement with the casino regarding the withdrawal payment method? If so, have you received your funds?

No and no, They have asked me to do the exact same thing I have done multiple multiple times already that hasn't been successful. So again I did and STILL NOT successful (not sure why it would make any difference this time around seeing as the last 50 times it didn't..... but anyway).

Thank you very much, icecold666, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.

Dear icecold666, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear WinCraft Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request. Are there any alternative methods to request a withdrawal for players from New Zealand?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

13+ more days and yet still the same ridiculous excuse for "customer service". several emails sent with only 2 replies, one being theyve "fined" the offending staff member. To then turn around and do the exact same thing but on even more of an unethical scale.....

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.

I'll take it to the commission next. Honestly the level of arrogance is unreal. Not only does it make staff look incompetent, the reflection it has on the casino is just embarrassing..... Then to behave like it's "normal" begins to trickle down to damaging the reputation of a country and a culture too if it's the "norm" in their world. If that's the face of how they want to be publicly represented well then....?

Dear icecold666,

I have tried to contact the casino but haven't received any response. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact). Although the regulator states they won't handle disputes between casinos and players, it is still worth trying to send a message and inform them about your situation. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia