Wino Casino - Player is experiencing withdrawal issues.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Have you contacted customer support to ask about the reasons why your withdrawal was rejected?

Could you kindly confirm if you passed the full KYC verification?

Which payment method did you choose for your withdrawal? Did you use the same payment method to deposit money into this casino?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I passed the KYC check completely, including the document

Now they have rejected the withdrawal and cited a rule violation, which they did not disclose because there was no violation.

I have made a normal deposit without bonuses to win.casino and won 800e. No terms and conditions have been violated. After that, they have asked for kyc documents which have been sent and fully approved. After my withdrawal it took 7 days after which they sent an email that the withdrawal has been rejected after which I tried to contact customer service but I noticed that my account has been closed completely. After which I sent an email to win.Casino customer service I received a message that my account has been closed for violating the terms and conditions, without explaining which rule has been violated

Could you please forward me the email you received from the casino after your account was blocked and your winnings confiscated? My email address is [email protected]. Thank you for your cooperaiton.

I have sent you an email regarding this matter.

Thank you for your emails. Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Just normal slots games like Pragmatic and PlayandGo

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jaketsi83,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wino Casino representative to join this conversation and participate in resolving this complaint.

Dear Wino Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the 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 may negatively affect its rating.

Dear Jaketsi83,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru