The player from Germany has been waiting for his winnings since June. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
WinnerCasino - Player’s withdrawal has been delayed.
Black points: 71
Amount: €600
WinnerCasino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello! I got free spins at the casino. And I won about 47 euros with it. And then played until the wagering requirements were met, so I was in real money. My account is verified and it was said a lot in the chat too that everything is fine with my account. But I keep getting the same ready-made answers and am always put off with the same answers. On June 2nd, 2022, around 9:43 p.m., I applied for my payout.
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1 year ago
Dear Dino13,
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 before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?
Have you been informed about what could cause the delay?
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,
Kristina
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1 year ago
Translation
Hi Kristina! No, I haven't made a withdrawal yet. This is my first withdrawal request.
The current status of my withdrawal request has been the same for over 7-8 weeks.
It says "in progress". According to them, the reason for the delay is that it can be delayed due to the many requests from players. And everything needs to be checked carefully. And the finance department
has probably already received 2 reminders so that they can process my application faster, according to the chat.
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1 year ago
Thank you very much for your reply, Dino13. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
#1311573 Danilo B*** - d***@freenet.de
☎ +4915***
Website :
https://www.winnercasino.bet/en/
Supervised by : Mia
1 Aug 2022, 4:02 PM
Chat Duration : 00:07:13
chat recording
Hello! I wanted to ask how long it will be before you pay me my money? It has now been 2 months since I submitted my withdrawal request.
Danilo B*** Hello! I wanted to ask how long it will be before you pay me my money? It has now been 2 months since I submitted my payment request.
4:03:00 PMHello Mia!
4:03:11 PMMiaHello and welcome to our live chat! Please let me check your account.
4:03:31 PMDanilo B*** Yeah, okay.
4:03:38 PMMiaI see your payout is pending. Due to the large number of players, it sometimes takes longer to process all withdrawals. I'm sure the finance team is working hard to manage them all and are doing their best to get them completed as soon as possible, so it shouldn't be long now.
4:05:11 PM I'm sending another reminder now.
4:05:16 PMDanilo B*** What do you mean with the reminder?
4:05:56 PMMiaI'm sending a cancellation reminder to the appropriate department to expedite the process.
4:06:43 PMDanilo B*** Ah okay. So that means you send this to the finance department so my withdrawal request can be processed faster?
4:08:10 PMMiaYes, exactly.
4:08:40 PMDanilo B*** Oh, thank you very much for your trouble. Have a nice day. Bye.
4:09:30 PMMiaVery happy. I hope you receive it asap and have a nice day!
4:10:11 PM
Edited by a Casino Guru admin
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1 year ago
Translation
Hello Kristina! This is the only recording that is still available in my e-mail inbox.
Unfortunately, the other records are no longer available. But on the whole,
all conversations in the chat ran like this. In terms of content, i.e. the wording. I always got the same answers.
Kind regards Danilo B*** (Dino13)
Edited by a Casino Guru admin
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1 year ago
Thank you very much Dino13 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 soon.
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1 year ago
Dear Dino13,
I am so disappointed to hear your withdrawal hasn't reached you yet. I have tried contacting WinnerCasino, but it seems they do not intend to respond to complaints. Meanwhile, could you please inform me if you have any news about your withdrawal?
Kind regards,
Stefan
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1 year ago
Translation
Hello Stefan! But of course I will keep you up to date. I just checked again,
but nothing has happened yet. Keep trying to advocate for me at WinnerCasino
or what to achieve? I will continue to try it myself. Thank you very much in advance.
Greetings Danilo Behnert
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1 year ago
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Hello! I would like to send you an itere chat log today. The chat history is from today 8/10/2022.
#1326458 Danilo Behnert - d-behnert@freenet.de
☎ +4915202499919
Website :
https://www.winnercasino.bet/en/
Supervised by : Johnnie
10 Aug 2022, 4:55 PM
Chat duration : 00:04:02
chat recording
Hello! I wanted to ask when I'll finally get my payout? I've been waiting for over 2 months now.
Danilo BehnertHello! I wanted to ask when I'll finally get my payout? I've been waiting for over 2 months now.
4:55:13 PMJohnnieHi and welcome to our live chat session! Just let me check your account, I'll be right back. Many Thanks.
4:55:34 PM Danielo Behnert Hello Johnnie!
4:55:36 PMJohnnieWe can see that our finance department has been contacted regarding your withdrawal. Once we receive feedback from them, you will be contacted via email. We apologize for the wait, this should be fixed soon.
4:56:34 PM Danielo Behnert Ah okay!
4:57:09 PM Thank you. Goodbye!
4:58:03 PMJohnnieThank you for contacting our support team. If that were all, have a nice day!
4:59:13 PM
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1 year ago
Dear Dino13,
Do you have any news regarding your withdrawal? Thank you for your response in advance.
Kind regards
Stefan
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1 year ago
Translation
Hello Stefan! No, unfortunately there is still no news for me
Checked the account for the payout and it still says "In progress". I'm really mad at WinnerCasino. I need the money urgently, but somehow nothing comes from them. I will definitely never pay into them again. I'm up instructed to pay this money. But I will keep you up to date. Many thanks in advance.
Greetings Danilo
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1 year ago
Translation
chat recording
#1333144 Danilo Behnert - d-behnert@freenet.de
☎ +4915202499919
Website :
https://www.winnercasino.bet/en/
Supervised by : Nadia
14 Aug 2022, 8:15 PM
Chat duration : 00:03:04
chat recording
Hello! I wanted to ask about my payout. I've been waiting for it for 2.5 months now.
Danilo BehnertHello! I wanted to ask about my payment. I've been waiting for it for 2.5 months now.
8:15:13 PM Hello Nadia!
8:15:33 PMNadiaHello, welcome to our casino and thank you for visiting our website. Let me take a look at your account and I'll get back to you as soon as possible. Many Thanks.
Danilo Behnertokay
8:15:43 PMNadiaI see you are concerned about your withdrawal request. Unfortunately no news yet. As soon as the time comes, you will be informed. I apologize for the delay, but rest assured that our finance team is doing their best to process your request as quickly as possible.
8:17:21 PM Danielo Behnertokay, thank you. Goodbye.
8:18:05 PMNadiaYou are very welcome. If you need further assistance, please don't hesitate to contact us again. Have a nice day!
8:18:17 PM
This is the chat log from today, August 14th, 2022.
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1 year ago
Dear Dino13,
I hope you are doing fine. It looks like you are still getting the same answers. I am very sorry to hear that.
The casino still hasn't made contact with us yet. Please, contact the live chat support repeatedly. It might help to solve the issue faster.
I appreciate your patience.
Kind regards,
Stefan
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1 year ago
Translation
Hello Stefan, thanks for asking, I'm fine, but I hope you're doing well. I always thought the casino had the same rights and obligations as I did as a customer/player, so WinnerCasino should finally do their duty and pay me my winnings, it really can't be that difficult. I'm getting angrier and angrier every day.
Kind regards Danilo Behnert
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1 year ago
Translation
chat recording
#1335772 Danilo Behnert - d-behnert@freenet.de
☎ +4915202499919
Website :
https://www.winnercasino.bet/en/
Supervised by : George
16 Aug 2022, 2:59 PM
Chat duration : 00:03:16
chat recording
Hello! I wanted to ask again how long I should wait for my payout? I've been waiting for over 2.5 months.
Danilo BehnertHello! I wanted to ask again how long I should wait for my payout? I've been waiting for over 2.5 months.
2:59:57 PMHi George!
3:00:14 PMGeorgeHello and welcome to our live chat session! Just let me check your account, I'll be right back. Many Thanks.
3:00:16 PM Danielo Behnert Yes okay
3:01:31 PMGeorge We sincerely apologize for the inconvenience. The delay was caused by numerous reasons. Firstly, we received many fraudulent withdrawal requests which caused additional security measures that lengthened the process. Secondly, lately, the finance department has been taking systematic verification steps to rid the system of fake accounts used for fraudulent purposes. We just want to secure your payment, but this usually means ridding the system of dangerous requests from players who intend to abuse our service. We just want to protect our loyal customers from people who are knowingly trying to compromise our payment system and causing those awkward delays. We will remind the finance department of your payment and ask them to prioritize your case. Thank you for your patience and understanding.
3:01:59 PM Danielo Behnert Hmm, thanks. Goodbye!
3:02:47 PMGeorgeIf you don't need any further help, we'll close this chat. You can come back anytime. Thank you for using our live chat service! Have a nice day!
3:03:11 PM
Hello! This is the chat log from today, August 16th, 2022. And what can I say? You can see for yourself!
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1 year ago
Dear Dino13,
Do you have any news regarding your withdrawal request? In case you don't, I will have to close this complaint as unresolved. The casino is not responding in any way regarding the complaints.
Thank you very much for your understanding.
Kind regards,
Stefan
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1 year ago
Translation
Hello Stefan!No, unfortunately not.Unfortunately I don't have any positive news until now.But I will write to the live chat every day and keep annoying until I get my money.Nevertheless, thank you very much for your efforts.
Greetings Danilo Behnert
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1 year ago
Dear Dino13,
I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.
Kind regards,
Stefan
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