Win Maker Casino - Player claims that payment has been delayed.

On the 22 december i made a deposit on winmaker casino. I did a 50$ deposit using ewallet from Neteller I also used a 200% deposit bonus with a 40xB wager. After completing wager I had a over 6000$ in my account but due to max cash out rule from bonus, I was able to withdraw 5000$, I knew that up front and was still very happy to make a huge withdrawal from a 50$ deposit. Until that point had been a great experience.

I made sure to send all the document to verify my account and that was completed very quick. But then the problem started, for some unknown reason Neteller didn't show up for me in the withdrawal section. I asked chat support about this and they told me to wait for unknown time.

I have had the same issue on a other casino, so I thought I could just do a minimum deposit with Skrill and requested a cash out to Skrill, also send documents to verify my Skrill account. Again that was verified quickly within minutes and also got a mail from the casino saying my account has been fully verified.

And then from that point nothing has happened, of course I am not able to see what is going on from the casinos side. I have contacted chat support several times and always get the same response, we are actively working hard on your casino please wait. I write an email to support two days and never got a response. The only emails I get from the casino are promotions emails with more deposit bonusses.

So unfortunately a great experience with a great casino with many slots, fair RTP, I did during wager get my biggest win ever on a casino a 5000$ with a 1$ bet on crystal Ball from provider gamomat. I only play a few times a month never see it as a way to make money, but just doing it for the entertainment but of course always hoping maybe one day the big win will hit for me. For me the 5000$ win is almost two months of salary, so one of the best experience on a casino for me turned into a frustrating experience.

Maybe I am just impatient and maybe it is because of the Christmas holidays they work a bit slower. So apologize for that, but from my point of view I don't understand why it hasn't been solved yet. So I hope some help from casino guru might speed up the process.

Dear Btgking,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Btgking,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

After seeing how long time I had to wait here, I also contacted Askgamblers they posted my complain within 24 hours and they also got the casino to respond. So everything got solved today, thanks to help from askgamblers. So in the future I will use their help if needed.

But thanks for the potential help from here.

Dear Btgking, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

Best regards, 

Casino.Guru