HomeComplaintsWinnerCasino - Player’s withdrawal request is delayed.

WinnerCasino - Player’s withdrawal request is delayed.

Black points: 66

Amount: €200

WinnerCasino
Submitted: 23 Dec 2024 | Unresolved : 07 Jan 2025
Unresolved Our verdict

No reaction policy

UNRESOLVED

Case summary

The player from Greece submitted a withdrawal request on September 3rd, which had not yet been processed. The casino canceled the request once, citing an automatic system issue, and the player expressed frustration over the lack of payment. The Complaints Team noted that multiple complaints against the casino had been closed due to a No Reaction Policy, indicating the casino's unwillingness to cooperate. Consequently, the complaint was closed as unresolved, which may have impacted the casino's overall rating, and the player was advised to avoid WinnerCasino.

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Translation

I submitted a withdrawal request on September 3rd, and they still haven't processed the payment. They canceled it once, claiming that the system did it automatically. However, from what I can see, they are not paying, and it is unfair for us to lose our money at these casinos.

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Dear n41920180,

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 forward a screenshot of your withdrawal request to dominika.l@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Dominika


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Translation

I have sent you what you asked for.

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Dear n41920180, have you received your withdrawal from December 3rd?

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Translation

Yes, I did it on December 3rd, they had canceled my first one which was on September 3rd.

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Dear n41920180, have you received the money?

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Translation

No, of course they just tell me to stay alert and I don't miss it.

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Dear n41920180,

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 10+ 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 casino's overall rating. 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 for 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 resolving 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.

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