WinnerCasino - Player’s withdrawal is delayed.

My withdrawal has been pending since 19th December 22 I am emailing and live chat near enough everyday but being told same thing every time being checked by finance it’s been nearly a month and getting no where fast..

Dear Pixie,

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 or without an active 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

Afternoon,

I have had a successful withdrawal before of £200 previously. I have passed the verification process and my withdrawal before was fine no problems. Winning were accumulated without the use of a bonus.

Has been this status since 19 December 22, the previous withdrawal was accepted on the 12th and then returned to my account on the 19th December as wrong Iban so opened Wise account for this withdrawal.

Thank you very much, Pixie, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Pixie,

I've just reviewed your case and fully understand your concerns about the delayed payment. In order to help you with the issue, I will contact the casino. We'll see what can be done when they reply.

I'd like to invite WinnerCasino Casino to join this conversation and participate in resolving this case. Dear WinnerCasino, can you please provide us with more information? Can you confirm that the withdrawal request has been processed by you and what are the reasons for such a delay?

I'm looking forward to hearing from you.

Best regards,

Natalia

Hi Natalia thankyou for your support. The casino is winnercasino.bet

Thank you Pixie, we reassigned your complaint to the right casino.

Ty

Morning, no response I see from casino I have contacted everyday and still no payment . What do we do now ??

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

I will mark the complaint as "unresolved" in our system. I understand this isn't 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 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,

Natalia