WinMatch Casino - Player believes that their withdrawal has been delayed.

User suvedk*****

Mail suved****[email protected]

Mob 9718****9

Amount 1295

Date time jan 20 10:06 am

Order WL2******7

They said they have lighting fast withdrawal in 1 minutes

Dear suvedsinghs,

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 suvedsinghs,

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.

I didn't receive my withdrawal yet . I contacted customer care many times but they are unable to help and didn't give me any resolution

They don't have self exclusion also

Dear suvedsinghs,

Thank you for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on with your withdrawal.

Additionally, in case you wanted to self-exclude your account, you must mention gambling problems/addiction, otherwise it is not considered as a self-exclusion.

Wish you best luck resolving it.

Regards,

Nick

Hello, suvedsinghs,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear WinMatch365 Casino team,

Could you please state what happened with the user's withdrawal? What is the estimated time frame for processing it?

If there is something the casino needs from the player as proof that he has not received the withdrawal in question yet or to speed up the process, feel free to let us know.

Thank you.

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.

Dear suvedsinghs,

I have tried to contact the casino repeatedly but had no success. I am afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

Now, I will mark the complaint as "unresolved" in our system. I understand this is not 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 that 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,

Branislav, Casino.guru