The player from Italy had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had reviewed the situation and determined that the casino did not breach any terms during the withdrawal process. It was noted that the player had canceled multiple withdrawal requests, which reset the processing timeline. Furthermore, the player's account had been blocked due to concerns about gambling addiction, and the casino claimed to have sent emails regarding the account closure procedure, which the player denied receiving. Ultimately, the complaint was rejected as the player had not completed the self-exclusion process, and the casino maintained that it had acted in accordance with its terms and conditions.
Winnita Casino - Player claims that payment has been delayed.
Amount: €4,000
Winnita Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I have had a withdrawal request pending for a week with Winnita Casino for 4000 euros. The money is still in my balance. I am a super VIP, having played a substantial amount of money, and they promise (in their terms) that super VIPs are entitled to FAST withdrawals. Tomorrow will mark a week that I've been waiting for my money. The chat support tells me to wait up to 14 days, as per their regulations. I repeat: I am a super VIP and I am entitled to an accelerated withdrawal, not a week-long wait.
Moreover, the most serious issue is that I suffer from gambling addiction. Two months ago, I started sending medical documentation to close my account. I have been requesting the closure of my account for months. Every time, they tell me they have sent an email that never arrives (it is often read online that they do this), continuing to exploit my illness. I want my 4000 euros QUICKLY and please help me close my account. The first request for closure was on July 6th, then on August 29th, and repeatedly throughout September. I am fighting a battle against gambling addiction, and this is the last account I need to close. I want my money and to close the account, please help me.
Dear elisabetcors,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
My problem is that they don't want to close accounts for gambling addiction as requested for more than two and a half months.
secondly, i have spent 14 days for verification. My account is fully verified and with my super vip loyalty status i am entitled to fast withdrawal. One week from withdrawal is not fast.
Thank you so much for your help
good morning, I asked for another withdrawal today of 2000 euros. They told me that therefore, even though a week has already passed since the first withdrawal of 4000 (I repeat they are super vip and promise fast for loyalty) I HAVE TO WAIT ANOTHER TWO WEEKS also for the first deposit. I think I am really unhappy. I am very stressed about this. I suffer from gambling addiction I need my money correctly quickly as they promised, and close my account. Please help me and I hope that Winnita here is available to come to my aid.
Good afternoon,
Thank you for your review. We have checked the information regarding your issue.
I would like to remind you that you have previously been informed not to cancel your withdrawal requests. As we see it, you are creating withdrawal requests and then canceling them the following day. According to the rules specified in the Terms and Conditions, withdrawal periods are calculated from the date the last withdrawal request was created.
From our side, we have not breached any rules.
Regarding your account closure, we sent an email concerning your request. In that email, you were asked to respond and attach the requested documents. However, we have not received a response to any of these emails. Therefore, we cannot proceed with the account closure procedure.
Thank you for your attention to this matter.
Best regards,
Winnita Casino
I have not canceled any withdrawals. I requested 4000 euros a week ago. This morning MORE, 2000 euros. So they told me that now I have to wait another two weeks.
the email never arrived and on trust pilot many customers say the same thing. You say that you send emails for closure but they don't arrive.
my illness is important and you must help me.
I would like to remind you that in your same terms for VIP status, indeed I SUPER VIP HAVE THE RIGHT TO FAST WITHDRAWAL. and there is nothing fast in your withdrawal, 7 days I still have not seen anything. So you disregard your rules. Inciting to deposit more and more by offering a fast withdrawal that does not exist.
At this stage, I suggest you wait for the withdrawal processing period as there are no current delays. Additionally, you have successfully received previous withdrawals, so there is no reason for concern.
The indicated timeframe is simply the maximum period for processing your request on our side. It does not mean that you will need to wait the full 14 working days.
We will do our best to process your withdrawal as quickly as possible.
Thank you for your patience.
In your terms for vip, you provide fast withdrawal for a vip status even lower than mine. Today 9 days. It is not correct that I have not received anything. I find it really unfair, because it is not respectful.
Diamond status
Expedited withdrawal
Fruit Super Nova 75 freespin ®
80% bonus on any deposit
Cashback 10% weekly
Triple points for 1 hour
Savings 4%
Super VIP
YOUR PRIVILEGES
The higher the level, the more valuable privileges you get.
so please respect your rules. My VIP status is even higher than DIAMOND
Dear elisabetcors,
I hope you're doing well. Could you kindly forward the communication in which you requested self-exclusion and mentioned gambling addiction to nikolas.b@casino.guru? Additionally, could you confirm whether your account is still currently active?
Thank you for your cooperation.
Kind regards,
Nick
Dear Elisabet Cors,
Thank you for your patience.
We can confirm that your latest two withdrawal requests of 400.00 EUR were successful.
All other requests were canceled due to a reduction in your account balance.
At present, your account balance is zero, and your account has been blocked due to concerns about gambling addiction.
Best regards,
Winnita Casino
Oh no you ruined me!!! First you sent the 4000 euro transfer. After three days you put them back on my balance. So for my illness I played again. Now there is the cashback of 545 euros that I HAVE THE RIGHT TO HAVE. YOU ARE ONLY SCAMMERS. THEY HAD PROCESSED THE WITHDRAWAL AND THEN AFTER 3 DAYS ''CANCELLED DUE TO A TECHNICAL ERROR''. So I played it for the illness.
NOW ALSO THE CASHABCK. THAT IS MY RIGHT TO HAVE.
THE CLOSURE PROCEDURE REQUIRED ME TO SEND FORMS FOLLOWING A LETTER FROM YOU. NOW YOU HAVE ARBITRARILY CLOSED IT SO AS NOT TO GIVE ME THE CASHBACK. HELP GURU CASINO.
GIVE ME MY CASHBACK. YOU ARBITRARILY CANCELLED MY WITHDRAWAL AFTER IT WAS SUCCESSFUL!!!! Knowing that by putting the money back in the balance I would have played it again. I want my cashback. Guru casino like this is not possible. They robbed me and scammed me. Using my illness.
PLEASE NICK HELP. After 12 days , my withdrawal was finally processing and they send again those money to my balancee due technical problem (al way happened always to do not get money) knows really well that player like me will play again. I lost everything and the close immediately (After all this time, without sent letter as they dolt me several times about procedure with my cashback of 545 euros. I want those money. I’m very upset
Dear elisabetcors,
I could not locate any e-mails received from you so far. Can you please advise if you did send them and if yes, from which e-mail address?
Please bear in mind that without a proof of your exclusion request, we can do nothing and will be forced to close your complaint.
Looking forward to your answer.
Regards,
Nick
They never answered me. And in chat two months after the request they told me that the procedure required an email that they would send me to fill out a form for the closure. Obviously the email never arrived, I asked for it hundreds of times and then in the end, not even the withdrawal was successful and they closed my account without respecting the procedure so as not to give me my cashback. I am shocked. They ruined me.
I demand compensation for the money spent; at least 20,000 euros in these three months.
Dear elisabetcors,
We understand your concerns regarding the recent withdrawal process on your account. We want to provide a comprehensive explanation of the steps taken to address your situation.
Please note that all your inquiries have been responded to by our customer support team. We have maintained a 24/7 live chat service for your assistance.
We acknowledge that you created multiple withdrawal requests. As previously communicated by our colleagues, withdrawals require a successful processing period on our end. To ensure a smooth process, we provided information about our withdrawal terms and expedited the processing as much as possible. However, each time you canceled a request and created a new one, the withdrawal timeline was reset. Due to repeated cancellation and creation of new withdrawal requests, the processing timeline for each request had to be restarted. This extended the overall withdrawal process and consequently delayed the potential account closure.
While we typically have a specific procedure for closing accounts, we made an exception given your circumstances and the verified status of your account. As communicated in our previous correspondence, your account would be blocked upon successful withdrawal, and we requested that you refrain from making further deposits.
Once your real balance reached zero, your account was blocked in accordance with your request to address gambling addiction concerns. Since your primary goal was to withdraw your winnings, closing the account would have prevented you from receiving those funds.
We believe we have successfully addressed your requests by:
1) Processing all your withdrawals
2) Blocking your account as per your instructions
We apologize for any inconvenience caused during this process. We understand that this has been a challenging situation, and we want to assure you that our team has made every effort to provide the necessary assistance.
Winnita Casino Team
All this happened after three months from my request. Making me lose a lot of money and you have after 12 days, canceled my withdrawal due to technical problems, knowing that I would have played the money again. I demand a refund and the cashback that I had in my account.
What winnita says is absurd. I started for months also through a lawyer from July 6th to request exclusion for gambling addiction. Almost 3 months, in which they never answered me, made fun of me and denied closing the account for such a serious reason. Even the last withdrawal after being processed, was postponed to my balance, knowing full well that my conditions were such that I would immediately play my balance again. Always preventing me from withdrawing but even worse, closing the account. So that I continued to deposit large sums of money. 3 months is against all human dignity. Dozens of times I continued. Requesting closure by chat and by email. I never received the famous letter to close the account. Then they proceeded without respecting the procedure of the famous letter (big lie). I demand the cashback that I had and the reimbursement of some sums of money deposited. I am not asking for everything but 90 days is an infinity. It is a disgrace against my dignity as a human being.
Dear Winnita Casino,
The player informed you of their gambling addiction three months ago. According to responsible gaming policies, their account should have been closed within a maximum of three days, and it is unacceptable that bonuses were offered afterward. The player is entitled to receive a refund of all deposits made since the time of their request, minus any withdrawals they have already received.
I will now forward the complaint to my colleague Michal (michal.v@casino.guru), who will be assisting you further. Best of luck in resolving the matter.
Kind regards,
Nick
Hello elisabetcors,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Winnita Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Thank you both for helping me. I please ask for some money I deposit back. It’s also ok for me to receive 5000 euro back. It will be ok for me. And it’s nothing respect all the money I deposited in three months.
Please Michal, help me. It is not possible three months, I lost so much money. This is not a serious casino and this is my life. Help me with a refund please. Winnita casino, be serious and refund me it is not possible what I went through.
If you had at least completed my withdrawal of 4000 euros, instead of talking about a TECHNICAL ERROR after 12 days, I would have had that money and I would not have played it again. Because you first processed the withdrawal and then put the money back on the balance to make me play it again. 'TECHNICAL ERROR' and this is the second fight that has happened. I only want 5000 euros which are nothing compared to the more than 20000 that I have played in these three months.
Dear Michal,
As I can see, we sent account closure instructions to the user on 2024-07-07. Unfortunately, we did not receive any documents or responses to our questions from the user. During this time, the user also requested a withdrawal.
Since the user wanted to receive the withdrawal, closing the account would have meant forfeiting the winnings. The account remained active while there was a real balance that the user intended to withdraw. However, the situation was complicated by the repeated cancellation of withdrawal requests, which restarted the process from the beginning each time.
Once the real balance reached zero (with no active withdrawal requests), the account was blocked, even though we did not receive all required responses. We informed the user via email that the account would be blocked. As I previously mentioned, we did not receive any documentation and answers to the survey from the user regarding the account closure.
Throughout this time, we made every effort to expedite the process, providing 24/7 assistance via online chat and email. The user has now received all requested withdrawals, and there were no delays from our side. We also blocked the account as per the user's request.
The request to reopen the account for cashback seems inconsistent with the previous closure request, and therefore, we have denied this.
At this point, I would like to emphasize that we have not breached any terms or conditions (T&C) from our side. We have acted according to our T&C and have done everything possible to ensure the user's satisfaction.
We are always available to help if you have any further questions. Thank you for your cooperation.
Best regards,
Winnita Casino
You never sent me anything. It's all lies, I didn't receive any request. You didn't close the account and you didn't give me my withdrawal of 4000 euros for technical reasons.
I want to know why you didn't close before then, also withholding my cashback by prohibiting me from receiving cashback. You never gave instructions for closing. NEVER. I tried not to play for days and days with the account always open. I want my money. It's a fraud. Also the cashback withheld and the withdrawal not received for technical reasons.
Dear elisabetcors,
To ensure full transparency, we can provide Michal with screenshots of the email history, as well as screenshots of your successful withdrawal, which was processed before you canceled the remaining withdrawals that were still in the queue for processing.
We understand your frustration and fully empathize with your feelings. The desire to receive your winnings is completely understandable, and that is why we did everything within our power to expedite the process.
We are truly sorry that you had to face this situation, especially given the challenges related to gambling addiction.
However, it is important to understand that during this time, we made every effort to process your withdrawal requests. We also sent account closure instructions several times. You informed us of your intention to close the account but did not follow through on the instructions we provided, which included not canceling your withdrawals and sending us the required documents, surveys etc.
Best regards,
Winnita Casino
It's not true. Never sent emails. Never received. So much so that I asked several times in chat. It's a shame. There are no screenshots with email sent. IT'S NOT TRUE. I ASKED SEVERAL TIMES IN CHAT. I WANT MY MONEY
Dear Winnita Casino,
Please, provide me with all of the necessary screenshots. You can post them either in this thread, or send them to michal.v@casino.guru.
I will be waiting for your reply.
Dear Michal, they have to post the screenshot here, because the email never arrived. NEVER. And I received emails from them daily. By the way, on trustpilot you can verify that the same problem has been asked many times: they say to send emails for closure and they never arrived. So I have to see this screen with the email. Because it doesn't exist. They say they sent it during the week of September 20th to 27th (so months later). All lies.
Dear Everyone,
The screenshots have been sent to the email address provided by Michal. Due to the confidentiality of the data, we cannot share the screenshots in this thread. We hope you understand.
We hope this information is helpful, but we are always here to assist if you need anything else.
Best regards,
Winnita Casino
You closed the account after months, I lost thousands of money. You smelled a withdrawal of 4000 euros for technical reasons after 12 days knowing that I was a gambling addict and would have played them again. Inside there were also 590 euros of cashback.
you closed my account without email, which you never did before. You never sent me emails. I lost thousands of euros. I demand a refund. You act without respecting any of your terms. You could have closed my account before since you did not respect the procedure to not even pay the cashback. No one helps me. It is a shameful practice without respecting any rules on resonsable gaming nor your own terms and conditions. Give me my money back.
You closed when you wanted after months. No procedure respected:
1. Failure to comply with your terms and conditions
2. Failure to comply with the basic rules that I have can close an account to those who have provided medical documentation of gambling addiction after almost 3 months. And I repeat almost 3 months. Without warning with cashback after canceling a withdrawal for technical reasons. Unheard of.
Also already in June my account was fully verified after more than 14 days of sending documents. So it was absolutely illegal behavior.
Dear elisabetcors,
Due to the evidence I was able to review, multiple emails from the casino seem to have been sent to you, asking you to complete a survey and provide the required documents so the casino can be sure that the account owner is indeed asking for self-exclusion. The casino claims they never received a reply to those emails from you.
Another issue seems to be your repeated cancellation of withdrawal requests and immediate creation of new ones, which only prolonged the whole process, due to the fact that the casino can not close an account while the withdrawals are in progress.
Can you comment on this?
I have never received the casino emails. The casino must send me the emails they sent me. Are they lies or are you all in agreement at this point. Because the screens are fake. Send me these screens. Never received emails. Anyway now I'm having a computer scientist do a search to verify the emails that arrived. So we put an end to these lies but at this point I'm reporting them. Send me the screens. I'm reporting them for fake.
Send me these emails received. What a lie.
I need to see the screenshots so if they are fake I'll report them.
I ask to see the header of the original email. The header contains technical details about the path the email took through the mail servers, including the sending and receiving timestamps. This can help us understand where the problem occurred if the email exists.
I'll check my email server provider now and post the results. I'm still waiting to find out why these screenshots weren't sent to me.
I repeat, I want the screenshots (because they concern me also via email) and I will file a complaint for production of false information against me, with my email.
Dear elisabetcors,
Unfortunately, I have to inform you that I will not be able to help you with this. As soon as you have asked for self-exclusion, the casino replied to you the following day, asking you to provide additional information and documents, which you never did. The fact that you actually received an email from the casino and were informed about the correct procedure for self-exclusion (which you subsequently denied in your further replies) is supported by this statement from you: "THE CLOSURE PROCEDURE REQUIRED ME TO SEND FORMS FOLLOWING A LETTER FROM YOU.". Therefore, there is no need for sending you any screenshots of the emails, since you admitted you have received them. In conclusion, you did not complete the self-exclusion process. Nevertheless, the casino permanently closed your account.
What's more, you were repeatedly canceling and requesting new withdrawals which prolonged the whole process. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
