Winit Casino - Player claims that payment has been delayed.

They haven’t paid my withdrawal and are ignoring my emails. The support team advised me by email on 8.10.24 that a link had been sent by email so that I could input my bank account details to process the withdrawal. I never received a link and have asked several times for this to be forwarded to me and am just being ignored and fobbed off. I also noticed that my deposits have been sent to random people with different names. I feel that this website is a scam and that I will never receive my winnings.

Dear 424f8fspj5,

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.

My concern is that are not responding to any of my emails and I have also read online that this has happened to other people.

Dear 424f8fspj5,

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.

Hi,

I spoke to someone on live chat last week and she promised that someone would email me. I’ve heard nothing.

Thanks

Gail

I have also email the support team & Maya, VIP Manager, to request the withdrawal is cancelled to enable me to re-request the withdrawal using another method and input my bank details without a link but am still being ignored.

I have made every effort to try and resolve this issue. I reported Winit casino to CEG, the gambling license operator in Curaçao . They have no record of this company!

I note that winit casino have been unresponsive to another complaint on here. Is there anything that can be done to have this website closed down? I understand that they don’t have a valid licence and I would hate other people to be subject to this scam.

It would appear that my winit casino account has been disabled without my knowledge or consent

Dear 424f8fspj5,

Before we would try to reach the casino, can you please forward the communication between you and Winit regarding this case to nikolas.b@casino.guru?

Looking forward to your response.

Regards,

Nick

E-mail sent. Thank you

Thank you, 424f8fspj5, for all the information you’ve provided so far. I’ll now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you from here.

Wishing you the best of luck in resolving this.

Best regards,

Nick

Hello there,

Thank you 424f8fspj5 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winit Casino for their help in resolving this complaint. We would like to know why was the player's account disabled and what can we do to help the player receive their winnings.

Thank you!

Hi Peter, I received a text message asking me to re-activate my account. I don’t know if this is just coincidental or a marketing strategy? It should re-activate in 7 hours and it will be interesting to see if the withdrawal of my winnings are still in progress or if they have been removed. I’ll update you on here later. Kind Regards Gail

Thank you for the update, please keep me informed about any new developments.

Hi Peter, just to let you know that my account has not been reactivated. When I try to login in it states that there is no account registered with my email address.

Kind Regards

Gail

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.

Hi Peter,

Thank you for the update .

Have you tried contacting Maya, VIP Manager? Her email address is in the documentation that I email to you. Many Thanks Gail

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,

Peter