The player from Germany is experiencing difficulties accessing his account. Additionally, the last withdrawal from three days ago hasn’t been received yet. The issue was successfully resolved.
Winota Casino - Player’s account seems to be blocked.
Amount: €300
Winota Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello I made a deposit at Winota Casino on Sunday and also won € 300. I wanted to have the winnings paid out via the payment provider Trustly, but the casino (Winota) booked this amount back into my player account.
So I got in touch with this casino, they said I should try again via Trustly because they have not received any banking information from me.
So I initiated the payout again. I was then confirmed by the casino that they have now received all bank details. You have also confirmed to me that the request is now being processed.
Since Monday I can no longer access my player account because the homepage is updating which takes several days.
I also noticed that you can register as a new customer with winota, but Germany as a country is not included.
To me it sounds like you're blocking me on purpose.
I hope you can help me again.
Best wishes
MG ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any notification or a message when you try to log in or the entire website is offline? Have you tried communicating this issue with the casino directly?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I understand that it might seem like a lot of queries, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Additional comments from the player:
"Hello .
I have contacted the casino several times and each time you say that there is a technical problem and that you are currently updating.
I've made a screenshot for you of what appears when I log in.
The maintenance work has been going on since Monday, which seems very strange to me "
Automatic translation:
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3 years ago
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Michael,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winota Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We received the following email from the player:
"Hello Casino Guru team,
I just wanted to let you know that Winota Casino has paid out my winnings.
Thank you for taking care of it.
Best wishes
M. *********"
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3 years ago
Dear Michael,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
