The player from Finland had made a withdrawal request on 23.1.2024. He hadn't received the funds and the casino hadn't communicated with him about it. After he had submitted his complaint, we had asked for additional information regarding his past transactions, KYC verification, and the games he had played. He had confirmed that he had successfully withdrawn in the past, passed the KYC verification, and had played the game "Wild Chase". We had then invited the casino to share their side of the story. However, before the casino had responded, the player had informed us that he had received his funds. We had confirmed with the player that he had received all his withdrawals, and with his confirmation, we had marked the complaint as 'resolved'.
WinLegends Casino - Player's withdrawal has been delayed.
Amount: €40
WinLegends Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I made a withdrawal request on 23.1.2024! The casino is not responding to me, and there's been no sign of the funds.
Dear nikoaropelto,
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 I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a 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,
Tomas
I have successfully raised once! KYC verification is passed. I have played without a casino bonus.
Thanks for your reply.
When was the last time you were in contact with casino support?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
If there are any emails the casino didn't respond to, please forward the most recent ones to me as well.
I've asked the chat a few times about the situation, but I've been told to just wait! I don't have any chat history saved. This email has not been answered.
Could you please specify which games you played to accumulate your winnings? (which slots, which live games, betting on sports)
Thank you very much, nikoaropelto, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Hello, nikoaropelto!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Hey! I have been discharged! The case can be closed.
Have you already received the withdrawal from WinLegends and Winstoria as well?
Dear nikoaropelto,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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