WinnerCasino - Pelaajan kotiuttaminen viivästyy.

On May 27, 2022, I made a withdrawal of €450. I was first told in the chat that they need to check my game account and it takes 7-21 business days..well now 26 business days have passed and my withdrawal is still being processed... And now they said that my withdrawal has been canceled and the money has been returned to the game account but it hasn't. .. So I asked about it again and the answer I get is that it was a typo and that my withdrawal has already been processed?? Well, it hasn't been processed, but it's still open there..

Tein 27.5.2022 450€ kotiutuksen. Minulle sanottiin ensin chatissä että heidän täytyy tarkistaa pelitilini läpi ja siinä menee 7-21 arkipäivää..no nyt on kulunut 26 arkipäivää ja silti kotiutukseni on käsittelyssä... Ja nyt he sanoivat että kotiutukseni on peruuttu ja rahat on palautettu pelitilille mutta eipä ole... Joten kysyin asiasta uudelleen niin vastauksena saan että kirjoitusvirhe ja kotiutukseni on kuulemma jo käsitelty?? No eipä ole käsitelty vaan siellä se on edelleen avoimena..

Hello Tonttu69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinnerCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, I have confirmed my Game Account from 21 May 2022. I made a €20 deposit and got a 400% deposit bonus. And I got a recycled bonus, after which I had €450 left in my game account, from which I made a withdrawal. And I last spoke with the casino on July 2, 2022 and it was about that withdrawal..

Kyllä olen vahvistanut pelitilini 21.5.2022 alkaen. Tein 20€ talletuksen johon sain 400% talletusbonuksen. Ja sain kierrätettyä bonuksen jonka jälkeen minulla jäi pelitilille 450€ josta tein kotiutuksen. Ja puhuin kasinon kanssa viimeksi 2.7.2022 ja kyse oli tuosta kotiutuksesta..

Thank you Tonttu69 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Tonttu69,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winner Casino to join the conversation and participate in the resolution of this complaint.

Dear Winner Casino,

Can you please provide more information regarding the status of the player's withdrawal?

Kind regards,

Adam

Hey. Great job.

And the processing is still open and the money has not arrived in my bank account..

Hei. Hieno homma.

Ja käsittely on edelleen avoimena eikä rahat ole tulleet pankkitililleni..

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’.

Dear Tonttu69,

I have tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

The casino states that it has a license from Curacao, but we have been unable to confirm the validity of this. However, you can still contact (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam