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I am filing this complaint against Wintopia Casino due to an excessively delayed account verification process that is preventing me from withdrawing my winnings. I deposited 300 EUR with my own money (no bonuses involved) and got lucky with a couple of spins, resulting in winnings that I now urgently need to access to pay my bills. However, the verification has been ongoing since late September 2025, with no resolution as of October 18, 2025, despite me providing all requested documents and completing multiple steps.

Here's a timeline of events based on my email exchanges with Wintopia Support (support@wintopia.com):

On September 30, 2025, they scheduled a Zoom video verification call for October 1, 2:00-2:30 PM GMT+3. I live in Japan, so time differences made scheduling challenging, but I cooperated.

I requested rescheduling due to personal commitments, and they rescheduled to October 6, 1:00-1:30 PM GMT+3, then adjusted to 3:00 PM GMT+3 at my request.

I completed the video call as required.

I provided both my Japanese and Canadian IDs.

I submitted a photo of myself logged into my Wintopia account, with the laptop screen showing the website in the background.

I also provided a video of my crypto account as requested.

Despite all this, the verification remains unfinished. Follow-up emails from me on October 6, 7, 10, 11, 13, 15, and 16 have only received generic responses saying "no updates" and to "be patient," with assurances that I'll be notified via email once complete. It's been over two weeks since the video call, and nearly three weeks since the process started, with no end in sight. They warned that failure to complete verification could lead to account closure, but I've done everything asked of me.

This delay feels unreasonable and is causing me financial hardship, as I need these funds immediately. I've been patient, but the lack of progress and communication is frustrating. I believe Wintopia is stalling the withdrawal, especially since similar complaints about prolonged KYC and payout delays have been reported by other players on forums like Casino Guru and AskGamblers.

Please help mediate this and get my account verified so I can access my money.

Thank you.

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Hello,

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

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

• Is your account accessible? Can you log in and play?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your most recent 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

Dear bartoni,

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.

Oh I though I send a message . They verified me finally and paid me 1000 euro for now.

Thanks for the update.

Please let me know if you need our assistance further.

Kindly provide evidence of the incident in case you need our help. My email is tomas@casino.guru

Looking forward to your reply.

Dear bartoni,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru