The player from Germany requested a withdrawal three weeks ago, specifically on March 14th, and has been waiting for the payout since then, receiving only delays from customer service.
Winbay Casino - Player's withdrawal is delayed.
Amount: €270
Winbay Casino
Safety Index:Fresh casinoSafety Index
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6.7
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Opened
Current status
Waiting for casino to reply
0d 16h 54m 53s
Case summary
yesterday
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2 weeks ago
Translation
Hello, I've been waiting for the payout since March 14th and customer service is just putting me off.
Automatic translation:
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2 weeks ago
Dear Michi10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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2 weeks ago
Translation
Hello,
before that, withdrawals were reliable
Verification is complete
Winnings were earned with real money.
Thank you for your trouble
Automatic translation:
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1 week ago
Thank you for your reply. Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.
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1 week ago
Translation
I don't have a screenshot of the chat. I didn't know I needed one. The chat just keeps putting me off.
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1 week ago
Thank you very much, Michi10, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 days ago
Dear Michi10,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Winbay Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Winbay Casino has 0d 16h 54m 53s to reply
