The player from the United Kingdom was facing problems with payout. The casino's customer service had provided the same repeated excuses and she couldn't contact them via email or phone. Her request to reverse the withdrawal to be able to play instead had been delayed. Despite our efforts to mediate, the casino had not responded, leading to the complaint being marked as unresolved. This lack of response was a common practice from the casino, negatively affecting its overall rating. We recommended the player to avoid this casino due to its consistent unresponsiveness to complaints.
WinnerCasino - Player experiences withdrawal delays.
Black points: 124
Amount: £400
WinnerCasino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.4
WinnerCasino has a Safety Index of 2.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
9 months ago
No pay out ,chat always have the same excuse then kick you out no valid email or phone numbers ,I've asked for the withdrawal to be reversed so I can play it instead of them keeping it ,told 24hrs to go back into the account and still waiting ,stay away ,still trying to get my money
Public
Public
9 months ago
Dear mazza1881,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from WinnerCasino. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine the frustration that comes with waiting for your funds or any communication from the casino in any form.
- Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Petronela
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9 months ago
that's all it shows there's no other option to see it
Public
Public
9 months ago
Dear mazza1881,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" 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, 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 previous 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 this casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
