Wins Royal Casino - Pelaajan kotiutus viivästyy eikä kommunikointi onnistu.

I submitted a withdrawal request on 13 October 2025, which was approved after approximately two days. Initially, I was informed that the process would take three days, and I waited accordingly. After no progress, I was then advised to wait for the finance team to contact me via email.

However, more than a week has now passed, and I have received no communication from the finance team despite multiple follow-ups. In addition, emails sent to the support address remain unanswered, and the live chat agents are unable to provide any clarity on whether my funds were paid into the correct account. They merely state one needs to be patient. They cannot provide any timeline for a response.

This lack of communication and transparency is entirely unacceptable. It makes no sense for any client to continue using a platform where there is no proper support after a withdrawal request has been made.

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

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Ok, I will wait for the 28th.

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

Dear Ruben15,

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,

Veronika