WinnerCasino - The player's withdrawal is delayed.

Hi . I have had a massive problem with this casino for at least two months now . So on the 29th June 2022 I won £800 i Withdrawal this the same day . They told me it would take 7-21 days to reach my bank as the Financial team are processing it . It’s been two months and no one has emailed me . I’ve asked the live chat they have the same response all the time saying " have a little bit more patience it will be here soon " . I’ve had enough of the same excuses all the time . They’ve sent around 25/30 reminders out for to the Financial team and no response I was looking to get help from this as I do actually need that money and I have pump a lot of money into that casino .

many thanks Callum

Hello callumwoody123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinnerCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi nick , the process for my withdrawal has been on going since 27th June 2022. All documents have been approved for my verification and the last time I spoke to winner casino was today . There costumer service isn’t very good as they will repeat the same thing over and over again . They have no links with the Financial department and also they have sent 25 reminders to them regarding my withdrawal and no one has got back to me

Hi nick they have a license and they are with WINBET LTD I don’t know if that helps you get in contact with them through WINBET ltd as I cannot seem to find them on the internet

Thank you callumwoody123 for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello callumwoody123

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know that WinnerCasino ignored us in our attempts to mediate any kind of issue, but regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

We would like to invite WinnerCasino to join the conversation.

Dear WinnerCasino,

Can you please provide some information regarding the player's withdrawal?

Hi the casino is unresponsive, they have no license. And there costumer service is very poor which they copy and paste there messages all the time , they’ve sent 25 reminders to the Financial team and no one has responded in 10 weeks . Do you know if I can report this sight for fraud as it looks like everyone is having the same problem they can deposit but can’t with-drawl. Could u help me with the direction on where I can go to either report these and actually someone get in contact with them. Because this is horrible what they are doing to people

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’.

Hello callumwoody123

Winner Casino used to hold a license from E-Gaming Curacao, but we were unable to verify this, so we can not confirm if Winner Casino is still licensed, that's why we are listing it as unlicensed in our casino review. However, you can still contact (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it might have more options and tools to help players. Let me know how they replied (michal.k@casino.guru).

So far the casino hasn't been responsive to me, but I will keep on trying

Dear callumwoody123

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

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.

We wish we could be of more help.

As mentioned previously you can still contact (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it might have more options and tools to help players. Let me know how they replied (michal.k@casino.guru).

Best Regards

Michal

The casino can reopen this complaint anytime.