Winnerz Casino - Pelaajan kotiutus on viivästynyt.

Made a withdrawal on November 23, 2025. They say they sent it. I have contacted my bank and they do not see any transactions from Nexpay. I have sent a bank statement with my bank's stamp. Support says they are still investigating. It has now been over 50 days and I am getting tired. Need your help!

Gjorde ett uttag 23 november 2025. De säger att dom skickat. Jag har kontaktat min bank och dom ser inga transaktioner från Nexpay. Jag har skickat kontoutdrag med min banks stämpel. Support säger att dom fortfarande håller på undersöker. Det har nu gått över 50 dagar och jag börjar tröttna. Behöver er hjälp!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before? If so, which payment methods have you used so far for your withdrawals?
• Did you use the same payment method for depositing money into this casino as well?
• When was the last time the casino communicated with you regarding the delayed transaction?

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

Best regards

Veronika

Dear Annica,

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.

Hello again

I still haven't received any money. Just yesterday I received an email from Winnerz asking for documents from the bank again. My bank says they don't see any payment from them.

In response to your questions

I have previously made successful withdrawals to my personal bank accounts. Deposits have been made from the same accounts.

What's different this time is that when I deposited I used a credit card directly linked to my personal bank. I made the withdrawal to the same card. My online bank provided an IBAN that I entered when making the withdrawal.

Winnerz makes a payout, but the money never reaches my credit card.

YOU DON'T HAVE AN IBAN FOR A CREDIT CARD. The money has probably bounced back to Winnerz.

Now I'm acting as a middleman and Winnerz is asking me to send files back and forth. I've sent everything I could, but now my frustration is starting to show.

I received an email last night from Winnerz. They want a statement again and a PDF from the bank that they haven't received any money. This has been going on for 60 days now!!

Regards Annica

Hej igen

Jag har fortfarande inte fått några pengar. Senast igår fick jag ett mail från Winnerz där fom efterfrågar återigen dokument från banken. Min bank säger att dom inte ser någon betalning från dom.

Som svar på era frågor

Jag har tidigare gjort lyckade uttag till mina personliga bankkonton. Insättningar har skett från samma konton.

Det som är annorlunda denna gång är att jag vid insättning använt ett kreditkort direkt kopplat till min personliga bank. Jag gjorde uttaget till samma kort. Min nätbank angav ett IBAN jag angav vid uttaget.

Winnerz gör en utbetalning, men pengarna når aldrig mitt kreditkort.

MAN HAR INTE ETT IBAN TILL ETT KREDITKORT. Troligtvis har pengarna studstat tillbaka till Winnerz.

Nu ligger jag som en mellanhand och Winnerz ber mig skicka filer fram och tillbaka. Jag har skickat allt jag kunnat, men nu börjar min frustration bli påtaglig.

Jag fick ett mail senast inatt från Winnerz. De vill ha utdrag återigen samt pdf från banken att dom inte har fått några pengar. Nu har detta pågått i 60 dagar!!

Mvh Annica

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the lost transaction at veronika.f@casino.guru. Kindly include the most recent communication with the casino and the documents you sent to them as well.

Hi Veronica!

Have forwarded all correspondence to your email.

//Annica

Hej Veronika!

Har vidarebefodrat all korrespondation till din email.

//Annica

Dear Annica

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Annica,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winnerz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Representative, could you please provide further details regarding this case, specifically the reason why the funds have not yet reached the player's credit card?

Thank you in advance for providing the information.

Dear Martina, dear Annica,

Thank you for bringing this matter forward. We would like to provide a detailed clarification regarding the withdrawal in question.

We confirm that a withdrawal in the total amount of 1,800 EUR was processed on 23.11.2025. The payment was successfully sent from our side, and the transaction status has been confirmed as successful by our payment service provider. We have also shared the official confirmation document received from our PSP with the player, verifying that the funds were released correctly.

However, as the player’s bank has stated that no incoming transaction is visible on their end, we have immediately escalated the matter to our payment provider for further investigation. At this stage, the funds have not been returned to us, and the provider has not reported a rejection or bounce-back.

Please note that such investigations require cooperation between multiple financial institutions and can take longer than usual. While we are proactively following up with our provider on a daily basis, we unfortunately cannot provide an exact timeframe for resolution at this moment.

We would like to emphasize that we have no interest in delaying withdrawals under any circumstances. Timely payouts are essential for maintaining player trust and our reputation, both of which are extremely important to us.

We fully understand Annica’s frustration and sincerely apologize for the prolonged waiting period. We truly recognize that 60 days is a significant amount of time, and we deeply appreciate her patience. Please be assured that we are doing everything within our power to resolve this matter as quickly as possible.

We will continue to push our payment provider for updates and will keep the player informed of any progress without delay.

Kind regards,

Darja

Hello!

It has been 80 days. Never ever should it take so long to locate where the payment has gone. Your investigators do not seem to have the knowledge, and several times you have thrown back documents and want me to ask my bank. A credit card does not have an IBAN and therefore a payment does not go through. I have given you the opportunity to credit my account again to make a new withdrawal to my regular bank account.

//Annica

Hej!

Det har gått 80 dagar. Aldrig någonsin ska det ta så lång tid att lokalisera vart utbetalningen har tagit vägen. Era utredare verkar inte ha kunskapen, och flera gånger har ni kastat tillbaka dokument och vill att jag ska fråga min bank. Ett kreditkort har inte ett IBAN och således går inte en utbetalning igenom. Jag har givit er möjligheten att kreditera mitt konto åter för att göra ett nytt uttag till mitt vanliga bankkonto.

//Annica

Dear Annica,

I understand how difficult and frustrating it must be not to know when you receive your money.

Dear Winnerz Casino,

Thank you for your input. I would appreciate it if you could provide me with the official confirmation document received from your Payment Service Provider (PSP) as you did to the player. To clarify, my understanding is that the funds were directed to a specific IBAN, but the player opted for them to be transferred to her card. Is there a possibility that the funds were credited to someone else's account? I would be grateful for your clarification on this matter.

Hello!

Once again, Winnerz has requested my bank's status and response to the official confirmation from PSP.

I still act as an intermediary, and as a private individual it is almost impossible to demand a document beyond the bank statements showing that no payment has reached my Nordea Gold credit card.

//Annica

Hej!

Återigen har Winnerz efterfrågat min banks status och svar på den officiella bekräftelsen från PSP.

Jag agerar fortfarande som en mellanhand, och som privatperson är det nästintill omöjligt att kräva ett dokument utöver dom kontoutdrag som visar att ingen betalning har nått mitt Nordea Gold kreditkort.

//Annica

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

Dear Annica,

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,

Martina