The player from Austria faced issues with a withdrawal request that had been pending for two weeks, specifically since July 13th. He received only basic responses from the casino regarding the delay. The Complaints Team was unable to proceed with the investigation due to a lack of response from him, resulting in the closure of the complaint. However, the player retained the option to reopen the complaint in the future if he chose to resume communication.
Winbay Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Winbay Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Payment has been stuck since the 13th of July - The Casino is only giving out basic answers.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winbay Casino. Please allow me to ask you a few questions, so 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Hi
Have you made any successful withdrawals before?
yes
Could you please confirm that you have passed the KYC verification?
Probably yes, they are not asking for a verification
Have you accumulated your winnings with or without an active bonus?
With a bonus but fully waggered it
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4 months ago
Hello,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 months ago
Dear Matex0,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
