Win Casino - Player’s withdrawals are delayed.

On the 8th, I requested two withdrawals from win.casino: 20,100 BDT and 15,000 BDT. However, even after 10 hours, the funds were not credited, so I contacted their customer support. They asked me to wait for 24 hours. After 24 hours passed, I contacted them again, but they asked me to wait for another 24 hours.

This has been going on for 6 days now, but they still have not released my money. Every time I reach out to their support team, they just tell me to wait, but the waiting never seems to end.

I kindly request your help in ensuring that I receive my funds. If you need any proof or documentation, I am ready to provide it.

Dear missiontcg,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Thank you for reviewing my complaint. My account has been KYC-verified and fully verified, yet they have kept my withdrawal in a pending state. If the money does not arrive within 14 days, how can I contact you?

Thank you for your reply, missiontcg. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments via this thread.

Hi, it has been 10 days, but I still haven't received my withdrawal. Over the past few days, I have contacted them multiple times, but I am not getting any solution from their end. Therefore, I am seeking your help.

Hello, it's been 14 days since I made the withdrawal request, but I still haven't received my money. Over the past few days, I have contacted them several times, but they are not providing any solution. In this situation, you are my only hope. Please help me.

Thank you for your reply, missiontcg. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal request? Is it still marked as pending in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you.

No, I haven't made any withdrawals before because I hadn't won anything. I had signed up as a new player at the casino. After making a second deposit, they gave me a bonus that had a 40x turnover requirement, which I successfully completed and then requested a withdrawal. My withdrawal is still in a pending state.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, thank you for your reply. I have sent all the documents to your email. Kindly check them.

Hello sir/mam

Any update about my complaint?

Thank you very much, missiontcg, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear missiontcg,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal requests and when missiontcg can expect them to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

Thank you for reviewing my case and reaching out to the casino on my behalf. I appreciate your support and look forward to their response. Please let me know if you need any further information from my side.

Best regards,

missiontcg

"Update: They have rejected my withdrawal request. The amount has returned to my game account, but I wanted to withdraw it. What should I do now? I am seeking advice from you."

Hello sir/mam

Any update about my complaint because im still suffering

Dear missiontcg, I was informed by the casino representative that they requested more information from the relevant department. As soon as there are any updates, I will let you know.

The timer will be extended for another 7 days.

Hello mam, any update about my iss. Im still waiting 😭

Hello, missiontcg,

We appreciate you being open to communication and are doing our best to resolve your issue. At Wincasino, we aim to provide the best gaming experience for each player individually. We will help you to withdraw your funds in a short period of time.

Thank you for being patient.

Thank you for your response, Win Casino.

Dear missiontcg, can you please update us if you have requested new withdrawals after your previous requests were rejected? Have you received any new information from the casino support?

Hi, thanks for your reply. My withdrawal was rejected two weeks ago. At that time, I contacted the casino, and they told me to submit another withdrawal request. I did as they said, but I still haven’t received my withdrawal amount. They just keep giving me excuses, but they haven't paid me anything. It has now been over a month, and my withdrawal is still pending. 😭😭

Thank you for sharing these updates, missiontcg.

Dear Win Casino, I hope you had enough time to check the player's issue and can assist in resolving this problem. Why the player's withdrawal requests have been rejected? Is it possible to a different payment method if the issue is caused by the payment provider?

Hello dear missiontcg,

We do not want to make you feel uncomfortable about our service.

Please reach support and discuss with them alternative methods for you.

Thank you!

Hi, finally I received my withdrawal amount. Thanks to CasinoGuru for helping me—I am forever grateful to them.

Dear missiontcg,

This is great to hear that your issue has been resolved. I'll mark your complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia 

Casino.Guru