WinCraft Casino - Pelaajan kotiutus viivästyy asiakirjojen hyväksymisen vuoksi.

I've been waiting 10 days for the documents to be approved and no one is responding to emails. It's a disaster.I played in this casino without a bonus I won 400 euros

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you are experiencing. To better understand your situation, may I ask you a few clarifying questions?

• Which documents did you provide to the casino as proof of residence?
• Do these documents contain all the necessary information for verification, including your personal details? Does the information on the document fully match the details registered in your casino account?
• When was the last time the casino contacted you regarding the verification of your account?
• What types of games did you play while using your balance?

Your answers will help us assess your case more accurately and determine the best next steps.

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi, I sent my ID card and phone bill with my residential address, they were approved. Immediately after, I received an email saying that I had to resubmit the phone bill, even though it was approved. I sent it again and since the 18th it still hasn't been confirmed. When I try to contact support, I get support@wincraft.casino I wrote to them but got no response.

Hej, jag skickade mitt ID-kort och telefonräkning med min bostadsadress, de godkändes. Omedelbart efter fick jag ett mejl om att jag var tvungen att skicka in telefonräkningen igen, trots att den var godkänd. Jag skickade den igen och sedan den 18:e har den fortfarande inte bekräftats. När jag försöker kontakta supporten kontaktar jag support@wincraft.casino. Jag skrev till dem men fick inget svar.

Verification was completed today but I still can't withdraw the money

Verifieringen slutfördes idag men jag kan fortfarande inte ta ut pengarna

Thank you for your responses. Has your account verification status been updated in the meantime? Have you been able to submit a withdrawal request?

I'm still waiting.

Jag väntar fortfarande

Thank you for your reply. Have you contacted customer support regarding this issue? If so, please forward me all the communication at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear elochvent57,

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.

I contacted support and am still waiting.

Jag kontaktade supporten och väntar fortfarande

Thank you for your response. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

Could you please send me a screenshot of the payment methods in your account that are available for depositing and withdrawing?

Hello, now it turns out that the money has not been paid out and is not on the casino card, of course there is no response to emails.

Hej, nu visar det sig att pengarna inte har betalats ut och inte heller finns på casinokortet, det finns naturligtvis inget svar på e-postmeddelanden.

The money showed up back at the casino but it can't be transferred because there is a weekly limit. After consulting support they said they are checking it.

Pengarna dök upp tillbaka på casinot men de kan inte överföras eftersom det finns en veckogräns. Efter att ha konsulterat supporten sa de att de kontrollerar det.

Thank you very much, elochvent57, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you elochvent57 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinCraft Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

I can't withdraw my money in any way. This is an intentional delay. There is a withdrawal limit, but I haven't withdrawn any money. I email them every day and nothing changes. It's been going on for a very long time. There's always some problem.

Jag kan inte ta ut mina pengar på något sätt. Detta är en avsiktlig försening. Det finns en uttagsgräns, men jag har inte tagit ut några pengar. Jag mejlar dem varje dag och ingenting förändras. Det har pågått väldigt länge. Det finns alltid något problem.

Hi, today I received the money, they immediately blocked my account in their casino and I would like them to delete all my data.

Thank you for the update elochvent57, I'm glad to hear you received your funds, but I'm not sure I will be able to assist regarding your request. I have tried to contact the casino, but I have not received a response yet, and it seems to be a common practice of the Casino to ignore us completely in our

attempts to mediate any kind of issue. You will need to request the deletion of the data yourself directly at the casino. Let me know if you consider the issue resolved now that you received your funds. Thank you in advance!

Dear elochvent57,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear elochvent57,

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,

Peter