The player from Portugal requested a withdrawal more than a month ago. Unfortunately it wasn't processed yet. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
WinnerCasino - Player's withdrawal is delayed.
Black points: 486
Amount: €3,330
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
1 year ago
Public
Public
1 year ago
Translation
I have already made several deposits and withdrawals at this casino. Always paid within 2-3 days.
On 05/05/2023, after a high gain, I requested a withdrawal of €3,330.00 which was initially accepted, but on 05/07/2023, it changed to "checking" status.
I made several contacts with support (chat and email), where they told me that the process could take 7 to 21 business days.
More than 21 business days have passed and the status has not changed.
I ask for your help in order to get me paid for the withdrawal.
Thank you in advance.
Best regards
Flavio ****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear sebadola,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. 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 how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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Public
1 year ago
Translation
Dear Thomas,
Thanks for your response.
KYC is fully regulated. They do this verification right at registration. As I said at the beginning, I've done several withdrawals, previously, paid in 2-3 days.
The winnings were obtained from a deposit with no bonus.
I know you will make every effort to help me get my money and I thank you very much for that.
My best regards.
Flávio
Automatic translation:
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1 year ago
Dear sebadola,
Unfortunately, I would like to inform you that since this casino has 15+ 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 WinnerCasino. I wish I could be of more help.
The casino can reopen this complaint anytime.
