The player from Germany is experiencing difficulties withdrawing her winnings. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
WinningRoom Casino - Player’s struggling to withdraw her winnings.
Black points: 18
Amount: €20
WinningRoom Casino
Safety Index:Above averageSafety 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.
7.3
WinningRoom Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
Winnigroom puts me off day after day with any excuses that would contact me, the payout would never be initiated, winnigroom simply keeps the money contact by phone is not possible because there is no phone number for this casino, I've been trying to get my winnings for months, I hope that winnigroomcasino will be banned because this casino is not honest in my opinion and is purposely retaining people's profits, please blacklist this casino so that this casino is banned and can no longer operate, it is impossible what This casino does, the support or the finance department does not exist in the live chat, the alleged employees from the finance department write
Please put this casino on the BLACK LIST where it belongs
Automatic translation:
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4 years ago
Dear Stefanie,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Was it your first withdrawal request in this casino or you’ve received payments before? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled for any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Translation
Account is verified, ie winnigroom has received all necessary documents from me. This is my first requested payout at the internet casino Winnigroom, I do not know more detailed information why the payout of the winnings is so and how long.
Winnigroom tells me every day that the finance department is working on my payout and gets in touch.
Automatic translation:
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4 years ago
Thank you very much, Stefanie, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Stefanie,
I looked at your case and understand your situation. I will contact the casino and see if I can help. I would like to invite WinningRoom Casino to this conversation to participate in the resolution of the complaint.
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4 years ago
We would like to ask the WinningRoom 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Hi Stefanie,
I tried to get in touch with the casino repeatedly by Skype and by email but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
