Winny Casino - Player’s deposit has never been credited to her casino account.

Since Dremz was not working yet, on August 11, 2021 I decided to test the winny casino when it was advertised on the dreamz front page. I thought I’d start with a small amount, so I deposited 20e through a trustly. Good thing I did, because the money did leave my account right away, but it never went to the casino, and I couldn't even log in there because the account had to have money before I could get there. I immediately posted a message to the customer service representative via chat. I attached to the bank its account transactions. Promised to investigate, nothing was heard. Then a couple of days later on 13.8 2021 I put a message there via chat that what situation and what lasts when nothing was heard, then it was said that the whole thing has not even been initiated, there is nothing that I would have contacted. Besides, this customer service representative apparently thought I was just an idiot, at least it didn’t improve my mood. I then put that same voucher again, and was promised to be in touch. Nothing has been heard. Ok, there’s not a big amount maybe involved, but it can’t be legal to take my money and not put it back. Should have come to read about the casino in advance, bad reviews to see received.

Dear Outi-Maria,

Thank you very much for submitting your complaint and forwarding your payment receipt and all the relevant communication. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

I now put a message to the bank, I thought the matter should be handled through a trustly so I put there earlier, they have not responded. There hasn’t been such a problem before, nor since, that it wonders so much that why all the other transfers have gone except the one I put here. Thanks for the quick reply 🙂

Thank you very much, Outi-Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Outi-Maria!

From now on, I will take care of your complaint. I would like to invite representatives of Winny Casino into this complaint in order to help us resolve the issue.

I understood from that previous answer that the casino could do nothing but the bank, but it is the same for me if you think it will help 🙂

The bank was told to keep in touch with where the money has gone. A clearing request through the bank costs 20e / 15 minutes, yes I really don’t start with that. There had been some email from the casino that I was sorry but when it wasn't answered, it mainly seemed that because when I put a message here, they put something. It’s very hard to believe that it takes so long to figure out the fate of one 20e that’s where it’s gone from my account.

We would like to ask Winny 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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hello Odetshki!

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I understand that this kind of resolution may not be satisfactory for you, therefore let me suggest to raise the complaint to the licensing authority of the casino (https://www.mga.org.mt/support/). In case you'd need any help or ask any questions, please feel free to contact me via email at: 'martin.d@casino.guru'.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.