The player from Italy faced issues with withdrawing winnings, having waited a month and a half since winning. Despite completing the initial verification and waiting 14 days for withdrawal processing, the casino rejected the same documents repeatedly for another 14 days. The Complaints Team intervened, and after extensive communication, the casino confirmed that the player's document verification was eventually successful. However, the player was informed that a significant portion of her winnings had been deducted due to previous terms and conditions regarding bonus withdrawals, leaving her with a minimal balance. The casino had since updated its bonus policies. The complaint remained unresolved as the player sought further clarification on the deductions made. Eventually, the casino agreed to credit 150 EUR to the player's balance as a resolution for the previous deduction error, which the player subsequently spent. The player requested account closure, and the complaint was marked as resolved.
Winnita Casino - Player's withdrawal is delayed.
Amount: €150
Winnita Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
It's been a month and a half since I won. First, it took a while to verify, and then there were the required 14 days for processing the withdrawal. Now, it has been another 14 days that I've been sending the same documents I used for the initial verification, and they keep rejecting them.
Dear moscatellifrancesco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Dominika
Hi, I sent all the requested documents (driving license, identity card, credit cards and even some bank documents that certify that the cards are mine even if the IBAN is clearly visible on one card) the same documents sent in the first check and accepted with difficulty (10 days) now they have rejected them several times.
Good afternoon,
We have reviewed your case, and your withdrawal has been suspended due to a pending verification request. To complete the verification process, it is necessary to confirm that the banking cards belong to you.
To proceed, please upload a bank statement where your name and the bank's stamp (or barcode) are clearly visible. Additionally, it is essential that the bank card numbers (**8637 and **3836) are also visible on the statement.
Thank you for your cooperation.
Best regards,
Winnita Casino
Hi, I went to the post office where they gave me a card statement with my name and number and where the numerous top-ups I made at your casino are also listed.
How can I send these documents if I currently have my account under verification and it won't let me send them?
I went to the post office and they gave me a statement of one card (normal postpay) and the contract sheet of the other (postpay evolution) with the name, surname, signature of the UP and IBAN code on both the card and the contract. The question I ask myself is if one card is not good why don't they release the money on the good card in the meantime? Always as they say if the first one is not good.
I'm desperate Dominica please help me they've been making fun of me since August 18th thanks
One last thing Dominika if they could let me know which of the two cards is not good maybe I could cancel the withdrawal requests thanks
Dear moscatellifrancesco,
We are writing to follow up on our previous request for bank statements associated with your account. As a reminder, we requested statements for the following cards:
1) Card Number: ****3836
2) Card Number: ****8637
Please note that we require official bank statements that clearly display your name, card number, and the bank's name or stamp. Photos of your card or statements of the IBAN number alone do not suffice to verify ownership.
To expedite the verification process, we kindly request that you upload documents (PDF or printed) of the required bank statements. There is no need to include a selfie with the documents.
We appreciate your prompt attention to this matter. Please let us know if you have any questions or require further assistance.
Sincerely,
Winnita Casino
Hi, so I deleted 2 withdrawal requests for a total of 500 euros from the Winnita website and left only the withdrawal requests associated with my Postpay Evolution.
I sent the official sheet of the contract stipulated with PP EVOLUTION with the signature of the post office where my name and surname and my card IBAN are reported, I don't know what else to do (the contract of my card is an official document signed by the post office).
Dear moscatellifrancesco,
If any payment method has been used, it is necessary to prove that it belongs to you and that you have not breached the rules by using a third-party payment method.
To complete the verification process, it is essential to upload all the requested documents. However, I see that you are repeatedly uploading the same documents. For the bank card ending in ****3836, there is no document that proves ownership. The document or screenshot must clearly display your name and the bank card number (not the IBAN number).
A printed page with just information is insufficient to verify that it is an official document from your bank.
I recommend uploading screenshots from your online banking platform or requesting an official statement from your bank that includes both cards, ensuring that the exact card number (not the IBAN) is indicated.
Best regards,
Winnita Casino
Hi, so I think I managed to send the right screenshots today to prove that the cards are mine.
Screenshots taken from the post office website.
I really hope they are good for Winnita otherwise I wouldn't know what to do.
Now I'm waiting for their reply thanks
Dear moscatellifrancesco, do you have any updates regarding the verification?
Hi Dominika no they still don't make me feel anything I'm really tired
Thank you very much, moscatellifrancesco, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi, moscatellifrancesco, from now on I will be assisting you with your case.
Dear Winnita Casino, could you please share any updates after the player provided you with the most recent files a week ago?
Hi Natalia nothing to do I sent some screens from online banking with the last 4 numbers of the card name surname holder a little while ago they canceled the verification. They always write that the quality is not good, every day they find a new one.
I'm feeling like leaving him the money and leaving it alone, I'm really tired... winning money was just a beautiful illusion.
Thank you
Hi Natalia, I wanted to tell you that today I failed the test again, I don't know what to do
Hello latest update
I spoke now with the online chat of winnita they told me that a bank document is needed to certify the card holder. But how? in the previous messages above you wrote that some online banking screens were sufficient now that I sent them they say they are not good.
It's a war lost from the beginning, since August 18th you haven't let me withdraw my money. SHAME
Dear moscatellifrancesco, thank you for the updates. Could you please send me the screenshots of your online banking that you uploaded to the casino to my email natalia.b@casino.guru?
We are still waiting for the reply from the casino, I hope they will soon provide more information.
Dear moscatellifrancesco,
I have checked and can confirm that you successfully verified the document for the banking card ending in ****3836. That’s great news!
At this point, you only need to upload a document for the card ending in ***8637. I have contacted my colleagues in the verification department to get more specific details about this document.
According to the information I have, it should be an official document from your bank that proves ownership of the card. The document must include your name, the bank card number, and a bank stamp (which is essential). You can either scan this document or provide a high-quality photo of it.
If you need any further assistance, feel free to reach out.
Best regards,
Winnita Casino
Hi, in reference to winnita's answer, I wanted to know why a card that ends with 3836 is ok and the other that ends with 8637 is not? Since I sent you the screens of both cards from my online banking which is the same for both?
Thank you
Dear moscatellifrancesco,
I would like to clarify that this verification was not completed based on screenshots from your personal banking account.
Instead, it was accepted because you uploaded a bank statement that included your name, the bank card number, and, most importantly, the bank logo and a representative’s signature.
Please feel free to upload the same type of document for the requested banking card to complete the verification process.
Best regards,
Winnita Casino
Thank you for the clarifications, Winnita Casino.
Dear moscatellifrancesco, do you have a similar document for your other card that is pending verification?
Hi Natalia I will try to find it as soon as possible I will keep you updated Thanks
Thank you, moscatellifrancesco. I hope you will be able to provide the casino with the requested documents. Please, let me know if there are any developments.
Hi Natalia, so I wasted half a day at the post office yesterday and FINALLY they gave me what was missing.
Now I sent to winnita let's see if this story really ends
Thank you
Dear Natalia after 2 months they accepted the verification and do you know what they did? They took all my money with a manual deduction because the money from the bonuses cannot exceed x5 the amount I loaded. After the money spent to transform the money into real money here is what they did. CASINO SCAM they are so ridiculous that I don't know what else to say. You can close the case Natalia thanks
Thank you for the updates, moscatellifrancesco. Before closing your complaint, I'd like to hear clarification from Winnita about what exactly happened.
Dear Winnita Casino, please, explain what happened to the player's balance. Was the disputed amount of €5280 winnings from a bonus? How so that you deduct the whole amount as the player stated above?
Dear Everyone,
I apologize for the delayed response.
Thank you for giving us the opportunity to provide clarifications.
I would like to note that before a withdrawal is processed, the account undergoes several verification steps. I can confirm that the document verification has been successfully completed.
During a subsequent verification, my colleagues noticed that the user won more than five times (x5) the bonus balance. According to our terms and conditions (Section 27.24.1), the maximum cashout for bonus balances is capped at five times (x5) the initial deposit amount. This means that any winnings derived from bonus funds cannot exceed five times (x5) the value of the deposit made to activate the bonus.
Currently, I see there is one new withdrawal request.
I have contacted my colleagues to expedite the withdrawal process, and this request will be handled as soon as possible.
I understand that the verification process can be frustrating, but at this stage, all required steps have been completed.
Please let us know if any further assistance is needed; we’ll be happy to help.
Best regards,
Winnita Casino
Dear Winnita Casino, thank you for the explanation. Can you please specify, what amount was left for the player to withdraw after the winnings were capped as per your terms?
Please, let us know as soon as the withdrawal will be processed from your side.
Dear Natalia,
The winning amount from the bonus was greater than the player’s real balance.
After deduction, the real balance was 0.65 EUR.
This balance generated a winning amount for the player, which was successfully withdrawn yesterday at 14:21:04 (UTC).
Best regards,
Winnita Casino
Dear moscatellifrancesco, can you please confirm receiving a payment from the casino and in which amount?
Dear moscatellifrancesco,
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.
Hi, they deducted 6280 euros from me and I found myself with a cashback of 650 euros and I withdrew 350 euros.
But from 350 to 6280 there is a big difference.
It's useless if they sing and play it however they want.
Dear All,
We have recently updated our policy regarding the maximum bonus transfer. We understand that it may have been inconvenient for users to receive winnings only to have them debited later due to the T&C.
With the new changes, the maximum transfer is now calculated automatically. This ensures that no more than the allowed amount, as per the updated T&C, is credited to the real balance. This adjustment is a significant step toward improving clarity and fostering better understanding between us and our users.
Dear moscatellifrancesco,
We sincerely apologize for any inconvenience caused by the previous system. However, I can assure you that this issue will no longer occur moving forward.
Thank you for your understanding and continued support.
Best regards,
Winnita Casino
Dear Winnita Casino, we are glad to hear that you implemented the automatic bonus cap into your system.
I still have a few questions about the player's situation. Could you please share the player's game log so that we can check what bonuses were claimed and when? You can send it to natalia.b@casino.guru. Please, specify if the bonus winnings capped were from a deposit bonus and if a cashback bonus was claimed later. From your description, I don't quite understand what bonus was taken by the player.
Dear moscatellifrancesco, could you please specify, if you got the cashback of 650 EUR and withdrew 350 EUR, the remaining money (300 EUR) was left on your balance to play with? Have you claimed any other bonuses before the cashback bonus?
Hi Natalia, yes I withdrew 350 euros from the cashback and the remaining 300 euros remained in the account to play.
I didn't claim any bonus
Dear Natalia,
The email has been sent to you as requested. Please let me know if there’s anything else I can assist you with.
Best regards,
Winnita Casino
Dear Winnita Casino, I received your email, but unfortunately, there's no gaming history, we'd appreciate it if you could send us the full gaming history for analysis.
Could you please specify what exact bonus was taken? Can you share the link for the bonus in the promotions? Does it have any special terms that are different from the general terms and conditions?
I have checked the T&Cs and cannot find the rule you are referring to when capping the payer's winnings. You wrote the following:
"According to our terms and conditions (Section 27.24.1), the maximum cashout for bonus balances is capped at five times (x5) the initial deposit amount. This means that any winnings derived from bonus funds cannot exceed five times (x5) the value of the deposit made to activate the bonus."
From what I found, Section 27.24.1. contains some irrelevant information:
27.24.1. Playing with active bonuses is not allowed if:
1. You can hit a jackpot in that game;
2. The game has multiplier accumulation systems or a scale of bonus accumulations;
3. The game provides an opportunity to spin a single separate reel of the slot or block a single separate reel from spinning.
The relevant terms, however, are found in different sections, namely:
27.4. Bonus balance for different types of prizes is wagered according to individual rules. Namely:
The maximum amount that can be wagered from the bonus balance to the real balance depends on your current status in the Loyalty Program.
Beginner, Bronze, Silver, Gold - х10
Platinum, Diamond - х15
Super VIP - х20
and
27.20.1. In any single cashback payment, each user can receive a maximum of 5 times their total deposit amount since they joined the casino. This amount is calculated separately for each cashback payment.
Then, please specify, why the player's balance after the deduction (which should be 5x deposit, based on your words) was 0,65 EUR and not 150 EUR (deposit of 30EUR x 5 = 150 EUR)?
Dear Natalia,
The deduction was applied in accordance with the terms and conditions active at that time. Specifically, as per Section 27.24.1 of our terms and conditions, the maximum cashout for bonus balances was capped at five times (x5) the initial deposit amount. This meant that any winnings derived from bonus funds could not exceed five times (x5) the deposit used to activate the bonus.
The deduction you are referring to occurred more than months ago, and since then, our bonus policy has been updated. I previously mentioned that we have made significant changes, including a revision of the bonus max transfer policy.
Currently, the bonus terms you referenced are no longer active, so we do not have a link to those specific conditions.
Regarding your question about "0.65 EUR and not 150 EUR," the winnings derived from the bonus funds exceeded the allowable capped amount of five times (x5) the initial deposit. While 150 EUR should have remained, the available balance at that time was insufficient.
As a result, the remaining balance after the deduction was 0.65 EUR. A supporting screenshot has been attached for clarity.
To summarize:
The deduction was applied in line with the bonus terms and conditions valid at that time.
The user received and utilized a bonus, resulting in winnings that exceeded five times (x5) the initial deposit. The excess amount was deducted as per the rules (at that time).
The user successfully requested and received a withdrawal without encountering any issues.
As of now, we have revised our bonus policy. The previous "five times (x5)" rule no longer applies. The maximum transfer amount is now calculated automatically and depends on the user's loyalty status.
Please let me know if you have any further questions or require additional information.
Best regards,
Winnita Casino
Dear Natalia, I told you it was a lost war, they sing and play it as they please.
Thanks for everything, good evening
Dear Winnita Casino, in your email you have mentioned the following: "After meeting the wagering requirements, the user received €6,872 as her real balance. "
Why the excessive winnings were not capped right after the wagering was finished?
What was the amount of the player's withdrawal request? Was it pending during all the time we had been discussing the verification of the player's payment methods in this complaint thread or it was canceled before the verification was complete, so the player managed to lose almost the whole balance (and only €150.65 was left)?
Unfortunately, you haven't sent me the betting history so I cannot check anything and need to clarify this with you again.
As for the Section 27.24.1, I have checked some older screenshots on Webarchive, I can see that this rule was indeed in your terms some time ago, though it's not possible to say when exactly it was updated.
Dear Natalia, I'll answer you if you want.
The actual balance of 6872 was in my account for about 2 months during the verification process until the day the verification was accepted then as if by magic it was deducted.
Thank you, moscatellifrancesco. We need the casino to confirm it, before finalizing our conclusion about your complaint. Your patience is very appreciated.
Dear Natalia,
When the user requested a withdrawal, the verification procedure was initiated. Verification is a combination of anti-fraud mechanisms and document checks. During this process, we review all gaming activity to ensure compliance with the Terms and Conditions. This is a standard procedure for all users.
At the time the balance was canceled due to the previous T&C, the total withdrawal amount was 4,780 EUR (there were multiple withdrawal requests).
The user's withdrawal was suspended until the successful completion of the verification procedures.
I will resend the letter to you with the screenshots for your reference.
Best regards,
Winnita Casino
Hello everyone, I hope you all enjoyed your holidays!
Based on the available evidence, it remains unclear why the entire bonus balance was capped, especially since the T&C clearly mentioned that the withdrawal amount following bonus wagering was five times the initial deposit. From what I gather from the casino's account, the withdrawable balance stood at 4,780 EUR, making it perplexing that this amount was reduced to zero and not capped at 150 EUR. Regrettably, the casino has not given us a satisfactory explanation regarding this issue, and their last email contained no new information.
I will mark the complaint as "unresolved" in our system. While I know this isn't an ideal resolution for you, moscatellifrancesco, the drop in rating from unresolved complaints might encourage the casino to reassess its position. If the casino offers any further information, we will revisit the complaint and you will receive an email notification.
Best regards,
Natalia
Hello, everyone. We’ve reopened this complaint at Winnita Casino's request. We would like to give this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion. We have received the following email from the casino:
Dear Everyone,
We would like to take this opportunity to resolve the issue, as we value our reputation and do not wish to leave our users with negative impressions.
First, we must agree that the previous system, which included a manual deduction of winnings, was inconvenient for users and may have caused misunderstandings. To address this, we implemented an automated system where the maximum transfer amount is applied immediately after wagering is completed. This change was made to improve transparency and user experience, as previously communicated.
Regarding the prior deduction, the initial deposit amount for the bonus in question was 30 EUR. As per the previous Terms and Conditions, the maximum transfer amount was limited to 5x the deposit:
we can agree that the deduction should have been handled correctly within the shortest time. To rectify this mistake, we will credit 150 EUR to the user’s real balance without any wagering requirements.
Dear moscatellifrancesco, you are welcome to withdraw this amount or use it in the game.
We sincerely apologize for the error and hope that this resolution satisfies all parties involved, and we can assure you that this won't happen again, as the process for handling bonus balances has been fixed.
We remain committed to providing a better experience and are always open to cooperation.
Best regards,
Winnita Casino
Thank you for your message, Winnita Casino. We appreciate your approach and willingness to meet halfway in resolving this issue. I hope the new system you implemented will help prevent situations like this.
Dear moscatellifrancesco, please, let us know if the money was credited to your balance and if you decide to use it for making bets or withdraw it.
Dear Natalia,
Upon our latest review, we found that the credited amount of previously mentioned 150 EUR has already been used.
Currently, the user’s balance is 0.09 EUR.
Dear moscatellifrancesco, we are available 24/7 to assist you if you need any further help.
Best regards,
Winnita Casino
Dear Natalia, they discovered that I have already spent the 150 euros. I spent them all, so now I am finally done with this mess.
Last thing I would like this phantom casino to close my account immediately, I already sent an email some time ago to ask for closure and they never answered me.
THANK YOU FOR EVERYTHING
Dear moscatellifrancesco,
Thank you for the updates. I'm happy to hear that this particular bonus issue has been resolved, and I'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. I hope that the suggestions and explanations provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
