WinOlympia Casino - Pelaajan kotiutus on viivästynyt.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Olympia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to the casino for additional verification and in which format?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good Morning Tomas and thankyou for your kind reply ok your questions.. Account Currently Disabled had been now since request for additional verification mid December 2025. Unable to log in sent numerous emails to Sophie Bennett customer care .initially responded with waiting to hear from relevant dept lately no reply.current balance wasn't with bonuses iv received some payments from them to my account but outstanding amount is remaining. 3 UK passport same as when I joined innitialy resent with photograph of myself holding it with Win Olympia and date on a piece of paper. 4 I will forward emails to you shortly and live chat transcripts Tomas appreciate your support hugely frustrating experience but I understand the reasons for checks of course Kind Regards Chris . Will forward in the next few hours.

Forwarded a couple of transcripts by email to you Tomas Thank-you Chris

Thankyou for your assistance Really Appreciated. Kind Regards Chris

Hello Arrow1968,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thankyou Kindly Appreciated Chris.

Hello Good Afternoon Continued Emails and Live Chat this week without any response or updates to date. Copied Tomas in with script live chat.

Dear Arrow1968,

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, Jana (jana.k@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,

Tomas

Dear Arrow1968,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thankyou Jana Kindly Appreciated Chris

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.

After another Week Live Chat Request and Email Requests there has been no Responce to my Inbox Customer Support claim they will contact you immediately if they here anything from the 'relevant department ' as previously no communication.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of Arrow1968. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank-you Jana I really appreciate your support with this important matter it's about integrity first and foremost and an opportunity for Win Olympia to honour their brand and reputation Thank-you.

After 12 Weeks of attempted Communication it's very clear something's not right with Win Olympias lack of response .It's extremely disappointing as a new player to be treated with poor communication after a significant win . A Casinos Brand and Player Trust should be priority in this type of Scenario. The only response received has been With Relevant Department so it's ok then ? All Good maybe I can sit without a response indefinitely Really Poor I'm afraid. It takes a few minutes to send an Honest Reply I REPEAT Your Brand and Values should be transparent for your players not alot to expect . I look forward to your response when or if it does arrive ! Thankyou to Jana and Thomas from Casino Guru would be nice to politely reply to these Decent People as well . In conclusion the evidence right now doesn't look favourable for Win Olympia I hope they prove me wrong . Thankyou All .

Can someone advise why their rating has gone back up given the lack of Response and no Resolution??

In addition attempted to Live Chat Customer Care Sophie Bennett Disconnected over 12 times which shows truly the quality of this department. They will not answer my questions which clearly says everything. Poor Service and Customer Care no consistency Poor Very Take a Real Good Look at This WinOlympia. Play Fair

Live Chat With Agent Hannah This Morning Expressed my Concerns to Hannah who is Very Good Customer Care and asked her to Convey my Experience to ' Relevant Department ' for Fair Play Resolution we play in Good Faith and All Being Equal Players Should be Treated Fairly and with Respect . Thankyou Hannah Appreciated. 👏👏

Please May I Request a Response Update from Casino Guru Many Thanks Appreciated.

Outstanding Amount £10.300.

Response Resolution Requested Unsatisfactory Unprofessional Unpaid .

FORMAL COMPLAINT HAS BEEN ISSUED TO WIN OLYMPIA FOR DELAY IN COMMUNICATION FOR DECEMBER WITHDRAWAL REQUEST RESOLUTION REQUIRED WITH IMMEDIATE EFFECT #############################

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana