Winnerz Casino - Player's withdrawal is delayed.

Bit disappointing, I’m now into business day 4 of a withdrawal that should take 1-3 days and casino cannot confirm to me what account they sent my funds too, think that’s the most basic piece of information that should be readily available.

it’s a shame because I like this casino but it should not be this difficult to confirm

where they have sent your withdrawal

Dear Michellel177,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi,

there is no issue with verification I have been told the withdrawal was successful and the funds where sent to my account Thursday and will be with me in 3 business days

it’s now day 4 I keep asking the casino where they sent the funds and they can’t tell me but are asking me to share bank statements with them

I think after 4 days a casino should be able to confirm at the very least where your funds have been sent

Also why are the casino telling me the funds should be with me by now and asking for bank statements if this is normal

Just for clarity I have requested 19 withdrawals and received 6 but they were split between my Revolut and current account, casino keep telling me the withdrawals are sent to the account you deposited from, since this was not the case for the withdrawals I’ve made I’m trying to get the casino to confirm which account the funds where sent to, I asked first on Thursday and the customer service team are chasing the finance team to confirm. At this stage I just want confirmation as to which account they have sent my funds to but I’m having no luck getting this information, most casinos I can see this info in the transaction history, it’s the most basic information and yet In four days not only can they not tell me what account my withdrawal went to they can’t advise as to how long it will take them to obtain this information. Have to email your question a couple of times to stop getting generic responses too. Very frustrating just trying to get basic information

Resolved money was brought back and then I had to withdraw again glad I pushed now at least thanks

Thank you, Michellel177, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear Michellel177,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.