WinnerCasino - Player believes that their withdrawal has been delayed.

I have deposited over 1000£ and made a withdrawal of 760£ which has been pending for over a week. The casino does not answer to my emails and all the reviews online on thrust pilot says that they never got their winnings paid.

help pls

Dear fparedesm,

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

Thanks Veronika, I will keep you posted

Dear fparedesm,

Have you received your withdrawal from the casino yet?

Hi Veronika,

nothing, the casino support chat tells me to wait from 7 to 21 working days. Has already been 15 days in total…

Thank you for the information.

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? 

Hi,

the verification process was successful.

it is my first withdrawal with this casino.

i haven’t used any bonus at all. The 760£ withdrawal is a result of playing 200£ deposit on roulette. Betting on straight numbers and spins of 70-100£ each (around 1200£ wagered, in more than 10 spins). Also I previously deposited another over 800£ on the same day which I lost playing games in the casino.

regards

Dear fparedesm,

Thank you for the information. Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of WinnerCasino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from WinnerCasino.

Since this casino operates without an official license, I am not able to recommend any further steps. I wish I could be of more help.

The casino can reopen this complaint anytime.