Winnita Casino - Pelaaja väittää, että maksu on viivästynyt.

I am a player at Winnita Casino. Over the past few weeks, I have deposited a total of EUR 23,000 in real money via instant bank transfers (Instant Bank Transfer to a Dutch ClearBank IBAN). I have never used or activated any bonuses during my sessions. I honestly won a total of EUR 98,000 playing Baccarat (high stakes, including side bets such as pairs). When I requested a withdrawal, my account was put under verification (KYC). I have cooperated fully with the casino: I uploaded all the required documents, sent photos of my BBVA and Intesa cards and my self-portraits via email as explicitly requested by VIP support (Davide and Emanuele). On Monday, VIP support Emanuele promised me a definitive answer by Tuesday. Today is Wednesday and the verification is still pending. is still 'Pending' (Review in progress) and the casino has stopped responding to my emails. I have complete PDF receipts for my €23,000 bank deposits and screenshots of my winnings. I'm asking CasinoGuru to step in and help me get my legitimate winnings.

"Sono un giocatore al Winnita Casino. Nelle ultime settimane ho depositato un totale di 23.000 EUR di denaro reale tramite bonifici bancari istantanei (Bonifico Instantaneo a un IBAN ClearBank olandese). Non ho mai utilizzato o attivato alcun bonus durante le mie sessioni. Ho vinto onestamente un totale di 98.000 EUR giocando a Baccarat (puntate elevate, incluse scommesse secondarie come le coppie). Quando ho richiesto un prelievo, il mio conto è stato messo sotto verifica (KYC). Ho collaborato pienamente con il casinò: ho caricato tutti i documenti richiesti, inviato le foto delle mie carte BBVA e intesa e i miei autoritratti via e-mail come esplicitamente richiesto dall'assistenza VIP (Davide ed Emanuele). Lunedì, l'assistenza VIP Emanuele mi ha promesso una risposta definitiva entro martedì. Oggi è mercoledì e la verifica è ancora in corso." è ancora 'In sospeso' (Revisione in corso) e il casinò ha smesso di rispondere alle mie email. Ho le ricevute in PDF complete dei miei depositi bancari di 23.000 euro e gli screenshot delle mie vincite. Chiedo a CasinoGuru di intervenire e aiutarmi a ottenere le mie vincite legittime.

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Dear chenhg,

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

Dear chenhg,

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.

Dear chenhg,

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,
Karla
Casino.Guru

We’ve reopened this complaint at the request of chenhg. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear chenhg,

Thank you for your update.

Could you please let us know what the current status of your account and balance is? Has the casino completed the verification process, and have you received any part of your winnings so far?

Please confirm your current withdrawable balance and whether any withdrawal requests have been processed since your last message. Additionally, have you received any further communication from the casino regarding your account or verification?

We look forward to your update so we can better understand the current situation.

Karla

In the meantime, I haven't received any response from Winitalia, nor have I accepted the verification. My balance is around €98,000, and I tried to withdraw €4,000, but with no positive response.

Per intanto non ho ricevuto nessun risposta dal winitalia e nemmeno accettato la verifica. In quanto il saldo siamo sui 98.000 € e avevo provato a prelevare sui 4.000 € però con nessuno riscontro positivo 

Hello chenhg,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear chenhg, 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?
• Could you please confirm that you have passed the KYC verification?
• 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