Winsane Casino - general discussion

If you want to discuss anything related to Winsane Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Supposedly available 24/7, but you can't get into the live chat and emails aren't answered. I wanted to verify my account, but that's not possible because I keep getting an error message. A camera is required, my camera is active. You don't have to understand that

I was able to verify myself via laptop and now have a withdrawal of 600 euros pending. Let's see how long it takes until they pay out. They said it will take up to 72 hours.

Hopefully, you will be able to get the money soon after the verification is successful. Please keep us informed.

I play on Winsane, currently a very negative experience. I tried twice to make a withdrawal, but I never received it. They loaded my game account, with the excuse that they have to do checks. I've still been waiting for the first withdrawal for about a week. Very bad experience, not at all reliable. They try to scam you with the excuse of "checks". And then in any other game the withdrawal request is immediate, on Winsane you have to wait 72 hours to then reload the money into your game account and not let you make the withdrawal.

Hey, I would say that in some cases it is common for the casino to make some checks, especially when they have some suspicions or players win a bigger amount. Did you play with any bonus or not ? Do you know at what stage the check is now ? 

If the casino hasn't contacted you and told you anything relevant, feel free to tell us and we'll try to help you. 

Look, the checks have already been done! They sent me emails telling me that the withdrawal request will be processed within 72 hours. I made 3 attempts and they loaded the amount into my game account, not making the withdrawal email.

So, do I understand correctly that your account is fully verified now, but your withdrawal gets canceled for some reason?🤔

Did they explain it to you, perhaps? Like, what reason did they cancel it for?

Yes of course it is verified! They cancelled my withdrawal telling me that there were problems. Then they put them back in my game account. I made 3 attempts all failed, I'm doing it for the umpteenth time. All this is not normal. To put the money in the game account, no "verification" is needed, then if instead you request the withdrawal they have to do all the "verifications" in this world. You can tell it's a joke come on!!

I understand this is a challenging situation, but to be fair and square, the casino is the one to explain. I fear we can only follow up on your progress here on the forum. Without knowing their issues, it's hard to guess what led to this unfortunate state of things.

Try to be patient with the complaint, please.

I understand! There is nothing you can do? Then I hope you remove Winsane's security status as "high"! Because that is not the reality, I feel scammed and I hope others do not find themselves in the same situation as me!

I believe what Radka meant to say is that we, here on the forum, can't do much about the situation, just to closely watch our complaint team and see how they will solve your complaint and hope for the best.

Hello, the reason for my complaint is the following:

I deposit €100 at Winsane casino and I am given a 100% welcome bonus, I play with my money and get a profit of €115.

I cancel the bonus and make a withdrawal of €215 and I receive an email saying that the winnings were from the bonus balance and that I have not met the bonus wagering requirements, so the withdrawal has been cancelled and they have taken €115 from my winnings and left me with €100 in the account.

I have never played with bonus balance.

This casino is lying, they took €115 from me because they felt like it.

Hi, in cases like this where you are playing with a bonus you should always read the relevant information. When you have accepted and played with money, it is common to play with bonus money first. That's probably what I would look at first. If you only wanted to play with your own money then why did you take the bonus? Most of the time when you take one you have to meet the conditions to be able to withdraw it. 

According to what you describe, you took it, played with bonus money and managed to make a bit of a win but didn't meet wagering. By cancelling the bonus, you automatically cancelled what you won, and I wouldn't see anything the casino did wrong in that case. Always check the Terms and Conditions for such things to make sure that similar things don't happen. 

I have not played with bonus money first, I have played with my real balance first and not with bonus balance.

With my money I have made a profit of €115, I have discussed this with the casino chat and that is what they told me: first you play with your real balance.

I play in many casinos and this is the first time this has happened to me. I know perfectly well when I am playing with bonus balance and with real balance and I started playing with my balance and I got that profit of €115 that they have taken from me. I know perfectly well the terms and conditions of a bonus.

You say that the normal thing is to play first with the bonus balance, look, I have played in many casinos and you always play first with your real balance and in this casino you also start playing with your balance, I am still claiming my €115.

It can certainly be as you say, I don't deny that. I was just saying what is often the case. 

But it is also common that players play with real money first and then with bonus. 

However, just because you play with real money first doesn't mean that the bonus is not active. You have to finish wagering to be able to withdraw money. 

I also found this term- 

23.17. A player can request to withdraw their deposit before completing the wagering requirements for the bonus. In this case, the bonus amount and winnings will be voided and the player will be paid any remaining funds.

So did you see it when you say you looked at the terms and conditions?