Wintopia Casino - Pelaajan kotiutus on viivästynyt.

Hi,

I’m reaching out because I’m seriously frustrated with not receiving my funds from Wintopia. After completing my verification and withdrawing €500 which were paid out, I made another withdrawal request on March 31st. They asked for more documents, which I provided, and got verified. But since then, my March 31st withdrawal has been stuck in pending, and I have two more that are also in pending.

I contacted live support, and they told me not to worry, that my money would be sent soon. That was about a week ago, and still nothing has been processed. It’s really frustrating being left in the dark with no clear answers. I’ve been patient, but I’ve done everything asked of me and yet I’m still waiting for my money.

I also sent an email asking for an update on my withdraws, and the only response I received was that they would contact me once the KYC team processes my withdrawal, which left me with no concrete timeline or explanation.

At this point, I just want what I’m owed. I need clear answers and for my funds to be released, this situation feels incredibly unprofessional and rude.

Dear GhaliaStorm07,

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?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

hi i won with my money not with a bonus. they paid me one time, 500 euros and then nothing, but when i ask about money they say i will be paid. i sent you communication between casino and me and screenshot so you can see when i made withdrawal.

Thank you very much, GhaliaStorm07, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear GhaliaStorm07,

My name is Martina 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 Wintopia Casino representative to join this conversation and participate in the resolution of this complaint.

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

Thank you in advance for providing the information.

Dear CasinoGuru team and GhaliaStorm07,

Thank you for bringing this matter to our attention.

We would like to provide further context regarding the recent events associated with the player’s account.

In line with our KYC (Know Your Customer) procedures—essential for regulatory compliance and player safety—we requested a video verification. The player was notified via email a day in advance with full details of the scheduled Zoom call, including the date, time, and meeting link.

Despite receiving this information, the player did not attend the call and did not respond to the invitation, nor did they contact us to request a reschedule or raise any concerns. No communication was received before, during, or after the missed verification attempt.

We must emphasize that completing the KYC process is a mandatory requirement under our Terms & Conditions. In certain cases—particularly where there are reasonable concerns or irregularities—this process may include a video verification. While not required for all users, such steps are implemented when necessary to protect the integrity of our platform. Failure to comply constitutes a breach of our terms, and as a result, the player’s account has been closed in accordance with our internal policies and regulatory obligations. Withdrawals cannot be processed without the successful completion of this procedure.

We remain committed to upholding fair play, security, and compliance across our platform. We appreciate Casino Guru’s understanding and support in these matters.

Best regards,

Wintopia Casino Team

Thank you Wintopia Team for the update!

Dear GhaliaStorm07,

As you’ve seen from the casino’s response, completing the KYC process — including the video verification

Could you kindly let us know the reason you were unable to attend the scheduled verification call or respond to the invitation? As you are aware, completing this step is essential in order for any withdrawal to be processed. Thank you

Dear GhaliaStorm07,

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.