Winsane Casino - Pelaaja kokee viivästynyttä kotiutusta ja epäoikeudenmukaista käsittelyä.

Hello everyone.

I would like to report the unfair behavior of the casino regarding withdrawal processing, as it does not adhere to the terms and conditions provided to users.

The casino states in its terms and conditions that it is possible to withdraw up to €700 per day. However, in practice, this rule is not enforced. Withdrawals are subjected to an extremely slow processing queue, taking up to 72 business hours per transaction, excluding weekends. As a result, the actual waiting time for a withdrawal can extend up to 5 days or more.

For example, I requested a withdrawal of €700 on January 7th, and despite 5 days having passed, I have not yet received the amount. Moreover, subsequent withdrawals are automatically canceled, requiring a new request. When I asked the casino support for clarification, I was informed that:

"The limit applies when the payment team reviews your request."

This behavior clearly contradicts the terms indicated by the casino, according to which the limit should be applied daily. In reality, withdrawals are approved at intervals of 3-5 days, making it impossible to adhere to the daily limit.

The unjustified delay makes it particularly difficult to withdraw the entire amount of €9801, especially considering that other online casinos allow higher withdrawals (up to €5000 per day) and in much faster times.

I request your intervention so that the casino complies with its own terms and conditions, ensuring that players can withdraw up to €700 per day as stated.

Ciao a tutti.

Desidero segnalare il comportamento scorretto del casinò riguardo all’elaborazione dei prelievi, in quanto non rispetta i termini e condizioni indicati agli utenti.

Il casinò stabilisce nei propri termini e condizioni che è possibile prelevare fino a 700€ al giorno. Tuttavia, nella pratica, tale regola non viene rispettata. I prelievi sono sottoposti a una coda di elaborazione estremamente lenta, che richiede fino a 72 ore lavorative per ogni transazione, escludendo i fine settimana. Di conseguenza, i tempi effettivi di attesa per un prelievo possono arrivare fino a 5 giorni o più.

Ad esempio, ho richiesto un prelievo di 700€ il 7 gennaio e, nonostante siano trascorsi 5 giorni, non ho ancora ricevuto l’importo. Inoltre, i prelievi successivi vengono automaticamente annullati e bisogna fare una nuova richiesta. Quando ho chiesto spiegazioni al supporto del casinò, mi è stato comunicato che:

"Il limite si applica quando il team pagamenti esamina la tua richiesta."

Questo comportamento contraddice chiaramente i termini indicati dal casinò, in base ai quali il limite dovrebbe essere applicato quotidianamente. Nella pratica, i prelievi vengono approvati a intervalli di 3-5 giorni, rendendo impossibile rispettare il limite giornaliero.

Il ritardo ingiustificato rende particolarmente difficoltoso il prelievo dell’intero importo di 9801€, considerando che altri casinò online consentono prelievi più elevati (fino a 5000€ al giorno) e in tempi molto più rapidi.

Chiedo un intervento da parte vostra affinché il casinò rispetti i propri termini e condizioni, garantendo ai giocatori la possibilità di prelevare fino a 700€ al giorno come indicato.

Dear Renegade99,

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 by 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

Dear Renegade99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.