Wins Royal Casino - Pelaajan kotiutus on viivästynyt.

I've been waiting for over three weeks for my €5600 withdrawal from this casino. All I get from the casino is the message: "The finance department is reviewing the withdrawal as quickly as possible." Most of the time, however, support doesn't respond.

Ich warte bei diesem Casino nun schon seit über 3 Wochen auf meine Auszahlung über 5600€. Vom Casino erhalte ich nur die Mittelung: "die Finanzabteilung prüft die Auszahlung schnellstmöglich". Meistens antwortet der Support jedoch nicht.

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Dear Luww,

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 from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino and a screenshot of your pending payout as evidence? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas

• The profit was achieved through a VIP bonus.
• KYC is successful
• I used to receive payments, but that was a long time ago.

Hallo Tomas

• der Gewinn wurde durch ein VIP Bonus erzielt.
• KYC ist erfolgreich
• Früher habe ich schon Auszahlungen bekommen, das ist aber schon lange her

Thanks for your reply.

Did the casino process part or all of your payouts since your last post?

Please let me know.

No, the casino isn't responding anymore either.

Nein, das Casino Antwortet auch nicht mehr.

Dear Luww,

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, Lucia (lucia.s@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

Hello Luww,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wins Royal Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Dear Luww,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S