Iwinfortune Casino - Ukrainian player's withdrawal is delayed.

Hello. I requested a withdrawal on March 3rd. Today is April 8th, yet the money has not been paid out. The customer service responses are generic. They keep telling me, "We have many transactions. You are in a queue. Please wait." Over a month has passed. I am attaching a screenshot.

Dear RedDevvv,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Withdrawal in process.

I am simply told that the company has a lot of withdrawal requests. And my request is in the queue. I have heard this answer several times. This is simply a template that all casino chat agents use.

I have not been given any information as to whether this is a problem with the casino system or just my account

I played without a bonus

Thank you very much, RedDevvv, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Iwinfortune Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello RedDevvv,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Iwinfortune Casino’s representatives to join this discussion in order to resolve this issue.

Dear Iwinfortune Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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 RedDevvv,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jakub