Wintopia Casino - Pelaajien kotiutukset viivästyvät.

Dear Casino Guru Team,

I am filing this complaint against Wintopia Casino due to their ongoing delays in paying out my legitimate winnings and their recent failure to continue processing payments, despite my account being fully verified and the funds being won with my own deposited money (not bonus funds).

I requested a withdrawal of my winnings some time ago, and while Wintopia has paid me 2,500 EUR so far, the process has been frustratingly slow, with payments trickling in over an extended period. Recently, they have stopped paying altogether, leaving a significant portion of my winnings outstanding. Despite my account being fully verified and meeting all their requirements, I have not received the remaining funds, and the delays have now turned into a complete halt in payments.

I have reached out to Wintopia multiple times via Live Chat and email (kyc@wintopia.com) to inquire about the status of my remaining winnings, but I’ve received no meaningful updates or responses. Their terms may allow them to set payment schedules, but this combination of excessively slow payments, followed by a sudden stop without explanation, feels unjustified and intentional. There is no valid reason for them to withhold my funds given my verified status and compliance with their rules.

This situation has caused me considerable frustration and financial inconvenience. I am seeking Casino Guru’s assistance to ensure Wintopia resumes and completes payment of my full winnings promptly and addresses their poor handling of this matter.

Dear TheEamonn,

Thank you very much for submitting your complaint.

First of all, congratulations on your great win! That’s fantastic to hear, and I can understand how frustrating it must be to face such delays with your withdrawal process.

To help us get a clearer picture of your situation, could you kindly provide some additional information?

1. When did your last withdrawal take place, and was there any communication from the casino regarding the payment delay?
2. Were your winnings the result of a progressive jackpot, which typically involves payment by the game provider, or were they regular winnings that should be processed and paid by the casino itself?

Your cooperation is essential for us to move forward and investigate this issue properly. We want to help resolve this as soon as possible, but we need all the details to ensure a complete understanding of the case. If you have any relevant communication or screenshots, please feel free to forward them to me directly at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

When did your last withdrawal take place, and was there any communication from the casino regarding the payment delay?

There is no communication they just went silent

Were your winnings the result of a progressive jackpot, which typically involves payment by the game provider, or were they regular winnings that should be processed and paid by the casino itself?

By myself it's silent

Hi TheEamonn,

Thank you for your reply. I see that you're still waiting for clarification, but it seems like you didn’t answer some of the key questions I asked.

To proceed with investigating your case, we need the following information:

1. When did your last withdrawal take place? This helps us understand the timeline of your issue and ensures we’re addressing the correct withdrawal.
2. Were your winnings the result of a progressive jackpot, or were they regular winnings? This distinction is important as it could affect how the casino processes the payment (jackpots may involve different procedures).

Without this crucial information, we cannot move forward effectively. I understand your frustration with the lack of communication, but I need your answers to proceed.

Thank you for your cooperation.

When did your last withdrawal take place? This helps us understand the timeline of your issue and ensures we’re addressing the correct withdrawal.

They paid me 2000

Were your winnings the result of a progressive jackpot, or were they regular winnings? This distinction is important as it could affect how the casino processes the payment (jackpots may involve different procedures).

No not.

I am starting to play again this what they want.

Dear Casino Guru team,

Wintopia asked for more documents all of a sudden for a bank account they have not even been paying to along with a selfie with Wintopia open in the background. I submitted all requested and this selfie.

Please be informed that your account has been closed due to a Casino administration decision, and your winnings have been voided. We kindly advise you to refer to the following Terms and Conditions:

2.6. By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates.

If we decide to delete a duplicate account:

- all bonuses, free spins and winnings that you received by using this account will be canceled;

14.5. Wintopia in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account. In the event of any such termination by us we shall as soon as reasonably practicable following a request by You, refund the balance of Your Account.

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which damaged us or any other Third side, the balance of Your Account will be non-refundable and deemed to be forfeited.

14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- there were the strong reasons to believe, that you have disguised / interfered / taken steps to disguise or interfere in any way with the IP address of any Device used to access our Site.

- you are suspected by us in bonus abusing or just in making an attempt of bonus abusing (on your own or as a part of a colluded group);

- you are suspected in any fraudulent, collusive, fixing or other illegal activities regarding or any other Third parties;

We remain at your disposal for any further questions or queries.

Just receive all this email

After I did everything to comply and there was no way out they confiscated my money.

Even I gambled further and made deposits.

I never played with bonus money.

Wintopia14:15

Could you please provide more details about what you mean by 'backside of the website'? Are you referring to a specific section or feature?

 Generative Answer

Wintopia14:15

Could you please provide more details about what you mean by 'and you already paid me'? Are you referring to a specific transaction or payment issue?

 Generative Answer

Wintopia14:15

To make a picture for account verification, you need to:

- Provide a copy of your passport, ID card, or driver's license.

- Take a selfie holding your ID document.

- Ensure all four corners of the ID are visible and details are readable.

- Send the necessary documents to kyc@wintopia.com.

Reference

Terms and Conditions | Wintopia Casino

 Generative Answer

Wintopia14:16

Could you please provide more details about what you mean by 'backside of the website'? Are you referring to a specific section, feature, or functionality?

 Generative Answer

Agent Lucas has joined the chat.

Lucas14:16

Hello! My name is Lucas and I’ll be assisting you today. Let me take a moment to review your query and get back to you shortly.

14:16

Your a scam

Lucas14:16

Thank your for your patience!

Lucas14:16

How can we be of assistance?

14:16

Yes picture backside background of the website

14:16

how do i make this??

Lucas14:17

We would like to inform you that you need to provide the picture with the website opened in the background and visible to the picture.

14:18

and after I get paid??

14:18

what is this for delay??

Lucas14:19

As a chat operator, I am not able to provide you with more information regarding the verification status, since the support department does not handle it for security reasons.

14:19

Your scam

14:19

I start to play again

Lucas14:19

We would like to remind you that such conduct goes against our guidelines and will not be tolerated.

We value open and respectful communication in our platform, and it is essential for all users to adhere to these standards. If this behavior persists, we may be compelled to terminate our current discussion.

We believe in creating a positive and inclusive environment for all users. We request your cooperation in maintaining a respectful tone during our interactions.

14:20

so it's normal when you pay me and then stop paying me?

Lucas14:20

We would like to inform you that as we stated above the support department does not handle verification process, due to security reasons.

Lucas14:20

If there's anything else I can assist you with or if you have any other questions, please feel free to let me know.

14:21

You just not want to pay me

Lucas14:22

As soon as you provide the needed documents from our KYC department, you matter will be reviewed, and you will receive an email with confirmation of it.

14:22

Then I will be paid?

Lucas14:23

After you complete your verification, the withdrawal will be processed.

Lucas14:24

Do you have any other questions about your account or the site? I'll be happy to help.

Lucas14:26

Have a lovely day. If there is anything else we could assist you with, please let us know.

Agent Lucas has left the chat.

The chat is ended. (14:26:06)

Start chat again

Please share your feedback to help us improve. Thanks!

Rating

Was your question answered today?

Comments

I played only with real money

Hi TheEamonn,

Thank you for reaching out and sharing your concerns. I understand your frustration with the account closure and the voiding of your winnings. I’d like to assist you in addressing this matter.

From the information provided, it seems that the casino’s decision is related to their Terms and Conditions, including duplicate accounts and potential issues with verification.

• Could you please confirm whether you’ve provided all the requested documents for verification, such as your ID, proof of address, and any other supporting documentation they might have asked for?

Could you please confirm whether you’ve provided all the requested documents for verification, such as your ID, proof of address, and any other supporting documentation they might have asked for?

Yes everything!

EVERY LITTLE THING THEY ASKED FOR I ALSO GOT PAID AND WON WITH MY OWN MONEY.

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

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 email addresses provided in your complaint thread.

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

Dear TheEamonn,

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,

Thank you for reaching out regarding this complaint. We appreciate the opportunity to clarify our position.

The player's account was closed due to a violation of our Terms and Conditions, specifically point 2.6, which requires users to provide accurate personal information and prohibits the creation of duplicate accounts. Each user is allowed only one account, and additional accounts—whether linked to another person, family member, address (postal or IP), or email—are considered duplicates and are not permitted.

Additionally, as outlined in point 14.5, Wintopia reserves the right to close an account at any time and terminate the Terms of Use with written notice. In cases where an account is closed due to general reasons, the remaining balance may be refunded upon request. However, per point 14.6, if an account is closed due to collusion, cheating, fraud, money laundering, or other serious violations that have harmed Wintopia or third parties, any remaining balance will be forfeited and is non-refundable.

Under point 14.8, we also reserve the right to void winnings, forfeit balances, cancel bets, and suspend or deactivate accounts if there is substantial evidence of:

• Attempting to mask or interfere with IP addresses used to access our platform.
• Submitting forged documents during verification.
• Engaging in bonus abuse, either individually or as part of a group.
• Involvement in fraudulent, collusive, or illegal activities.
• Using software-assisted methods or devices to influence gameplay.

Given these factors, the account in question was closed in full compliance with our Terms and Conditions.

Should you require further clarification, please feel free to reach out.

Best regards,

Wintopia Team

Dear CasinoGuru Team and Wintopia Team,

Thank you for your response. However, I strongly dispute the claims made by Wintopia regarding the closure of my account and the confiscation of my funds. I would like to address each point raised in their statement to clarify my position and demonstrate that their actions are unjustified.

Attempting to Mask or Interfere with IP Addresses

Wintopia claims that I attempted to mask or interfere with IP addresses used to access their platform. This is simply not true. In fact, as shown in the screenshot I’ve provided, Wintopia’s own website proudly states that they are "VPN-friendly" and encourages users to "play seamlessly on our VPN-friendly online casino for secure gaming anytime, anywhere." Given this, how can they now penalize me for using a VPN when their platform explicitly promotes it? This contradiction needs to be addressed.

Submitting Forged Documents During Verification

Wintopia alleges that I submitted forged documents during verification. I categorically deny this. All documents I provided were 100% original, legitimate, and accurate. I followed their verification process to the letter and submitted everything they requested. If Wintopia believes otherwise, I request that they provide specific evidence to support this claim, as I am confident that my documents are valid.

Engaging in Bonus Abuse, Fraudulent, Collusive, or Illegal Activities

Wintopia has accused me of engaging in bonus abuse, fraudulent, collusive, or illegal activities, either individually or as part of a group. This is entirely false. I played on my own, simply clicking on slots as any regular player would. I did not collaborate with anyone, nor did I engage in any prohibited activities. Wintopia’s Terms and Conditions may allow them to make such claims, but they have provided no evidence to support these accusations. How can playing slots on my own be considered beneficial to anyone else or constitute collusion? I demand concrete proof of these alleged violations.

Using Software-Assisted Methods or Devices to Influence Gameplay

Wintopia claims I used software-assisted methods or devices to influence gameplay. I have no knowledge of how this would even be possible, and I certainly did not do this. I played fairly and followed all rules. Again, Wintopia has provided no evidence to back up this accusation, and I challenge them to do so.

My Experience with Wintopia

The reality of this situation is simple: Wintopia has been delaying my withdrawal by repeatedly asking for additional verifications, despite me complying with every request they made. I provided all the necessary documentation and fulfilled their requirements, yet they have now closed my account and confiscated my funds without any legitimate basis. Their response seems to be a generic application of their Terms and Conditions to justify their actions, but they have failed to provide any specific evidence of wrongdoing on my part.

I believe Wintopia is using these unfounded accusations as an excuse to avoid paying out my rightful balance. This is not only unfair but also deeply frustrating, as I have done nothing to violate their rules. I urge the CasinoGuru team to investigate this matter thoroughly and hold Wintopia accountable for their actions. I also request that Wintopia immediately release my funds, as their decision to confiscate them is baseless and unjust.

I am happy to provide any additional information or documentation to support my case. Thank you for your assistance in resolving this matter.

Dear Wintopia Casino Team,

from your response it´s not clear what was breached. Those terms were too general.. Could you please let me know exactly which terms did the player supposedly breach and how?

Please provide me with any and all relevant evidence.

If you are not feeling comfortable to send it here, into the thread, feel free to send it to my email: martina.b@casino.guru

Dear TheEamonn, now, once the casino will send me the evidence, We will evaluate it and we will get back to you.

Thank you all for cooperation!

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 TheEamonn, I am currently in discussing with the casino team regarding the case, and there are still a few aspects that remain unclear to us.

In a mean time, I would like to confirm whether any of your family or friends hold an account with Wintopia Casino, and if you might have played there during your visit or something like that.

Dear Martina,

Thank you for the update and for continuing to investigate this case. I’m happy to provide the clarification you’ve requested.

To answer your question: I am not aware of any family members or friends who hold an account with Wintopia Casino. I have always played on my own, and I have not visited anyone while playing on their platform. My account was used solely by me, and I played independently.

That said, I’d like to point out a broader issue here. Ireland is known to be one of the most gambling-centric countries in the world, with a massive gambling culture. It’s no secret that the whole of Ireland loves to gamblestudies often rank us among the top gambling nations globally. Wintopia Casino is well aware of this and has specifically targeted Irish players with their marketing promotions, which are heavily advertised across platforms we use. Their aggressive marketing makes it clear they want Irish players to join their casino.

However, I didn’t even use any promotions to win my balance—I played with real money and won fair and square. I prefer high-variance slots, which are extremely popular among streamers and widely discussed on gambling forums. These games are purely luck-based, and there’s no way for me to manipulate them, nor would I even know how to. The idea that I could somehow exploit these slots to my advantage is absurd, and

Wintopia has provided no evidence to support such a claim.

It feels like Wintopia is unfairly tying me to a broader group of Irish players, as if being Irish automatically makes me part of some coordinated effort to break their rules. This is unjust and discriminatory. I should not be penalized simply because I’m from a country with a strong gambling culture that Wintopia has actively targeted with their marketing. I played by the rules, won legitimately, and now they’re refusing to pay out my balance without any clear evidence of wrongdoing.

I hope the evidence Wintopia provides to you will shed light on their vague accusations, but as of now, their claims seem baseless. I look forward to your evaluation of the situation and appreciate your continued efforts to resolve this complaint. Please let me know if you need any further information from me.

Best regards,

TheEamonn

Dear TheEamonn,

Can you please let me know it the disputed amount is correct?

ah 1 zero to much. I just see 🙂

No worries:-) I just wanted to be sure We have it correctly

Can we get a verdict I been compliant with all there requests.

We’re still looking into your case, and it’s proving to be a bit more complex than it first seemed. I really appreciate your patience while we sort everything out.

In the meantime, would you mind sending over your MiFinity and Skrill statements for the past 90 days? If it’s more convenient, you can just email them to me - martina.b@casino.guru

Thank you again for your cooperation.

Dear TheEamonn,

There is no need to send me those documents anymore.

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.

Best Regards,

Martina

Casino.Guru

This is absurd that you chose side with the casino.

I think the affiliate income suits you well?

First you ask me for documents and now you side with their behavior

God will find you and unleash hell up on you.

I didn’t even use any promotions to win my balance I played with real money and won fair and square. I prefer high-variance slots, which are extremely popular among streamers and widely discussed on gambling forums. These games are purely luck-based, and there’s no way for me to manipulate them, nor would I even know how to. The idea that I could somehow exploit these slots to my advantage is absurd!!!

I understand you're upset, and I do respect your concerns.

Unfortunately, after gathering all the necessary information and evidence, we rejected this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The evidence indicates the creation of multiple/duplicate accounts from the same or very similar IP addresses, linked transactions in payment methods and engaging in the same or strikingly similar gameplay, which can’t be considered just a mere coincidence.

Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Thank you for your understanding.