The player from Italy had requested a withdrawal of 4000€ from Winnita Casino on June 21st and had only received 1200€ by the time of the complaint. Customer support had informed her that the 14-day waiting period reset with each new withdrawal request, nullifying prior waiting periods. The issue was resolved after the casino confirmed the account verification and processed the remaining withdrawal. The player confirmed receipt of the full amount, and the complaint was marked as resolved by us.
Winnita Casino - Player’s withdrawal has been delayed.
Amount: €4,000
Winnita Casino
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Good morning,
On June 21st, I made a withdrawal request from Winnita Casino. I was aware that I would need to wait 14 business days as specified in the rules. So far, of the 4000 requested, I have only received 1200 in three payments of 400, with the last payment received today. I contacted customer support for an explanation as to why I haven't yet received the full amount, and they informed me that the 14-day period starts from the date of the most recent withdrawal request, regardless of any previous pending withdrawals. Essentially, because I made another withdrawal request on July 8th, the 14-day count resets from July 8th, nullifying the prior waiting period. This seems absurd and unjustified to me, especially since I would not have made new withdrawal requests had I known this.
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5 months ago
Dear manuno,
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,
Veronika
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5 months ago
Translation
Good morning Veronica,
I confirm that the KYC verification has been completed, and even then I had had several difficulties and had opened a complaint, the documents were constantly rejected and were approved after 12 days, in my opinion thanks to your intervention. Subsequently I opened a discussion on the forum entitled "aams casino risks" where, starting from some of my general doubts, I then gave an update on the developments of the aforementioned withdrawal together with Jaro and Radka.
thanks for your help
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5 months ago
Dear manuno,
Thank you for your feedback.
We are sorry to hear that you might have had a bad experience in our casino, especially after your previous few successful withdrawals on our website. We can confirm that your account is successfully verified.
However, according to our terms and conditions, withdrawal periods are calculated from the date the last withdrawal request was created, even if you canceled the request afterward.
These terms represent the maximum waiting period, but we always strive to process transactions as quickly as possible.
Let me take care of this situation, and I will contact the corresponding department to speed up the process. As soon as I have any information, I will provide you with an update.
Thank you for your patience.
Best regards,
Winnita Casino
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5 months ago
Translation
Good morning. Thank you for your willingness to resolve the situation, I must say I'm sorry too. I waited the 14 days without a word because it was specified in the regulation, but I didn't know, and it wasn't specified that with a new withdrawal request the waiting period for different and previous withdrawals was reset. This disappointed me a lot. If I had been aware of this detail I would have waited for the new request I made until the 14 day deadline. In any case, thank you for your willingness to resolve the situation.
Edited
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5 months ago
Translation
I wanted to inform you that I have just received the entire expected amount. Many thanks for the mediation intervention. You are precious!
Best regards
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5 months ago
Dear manuno,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
