The player from Germany was experiencing difficulties withdrawing her winnings but after verification process she received her winnings.
Winota Casino - Player’s struggling to withdraw her winnings.
Amount: €100
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
Public
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3 years ago
Translation
Hello, I registered with Winota on February 25th, 2021 and deposited without a bonus or free spins. Then I applied for a payout of 100 euros.
I have already seen here that there are several cases that have exactly the same problem. Because I was then sent a mail where it said I should try Google Chrome and activate the pop-up blocker. All of this was done of course, and yet it doesn't work.
A KYC exam was not taken.
I fear that this side will not want to pay off.
LG Tanja
Automatic translation:
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3 years ago
Dear Tanja,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Yes, we have received two similar complaints just a few days ago.
However, allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Which payment method you have opted for originally, was it Trustly as advised by the casino?
I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hi,
I was told I should try Google Chrome and activate the pop-ups. But I activated that long ago. So it can't be because of that. I had deposited with Trustly and also requested the payout with Trustly.
Trustworthy? I would say it was not noticed that it was supposedly because of me.
Automatic translation:
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3 years ago
Thank you very much, Tanja, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
Hello Tanja,
I looked at your complaint and will do my best to help you. I would like to invite Winota Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Dear all,
Thank you for bringing this case to our attention.
We have checked the player’s account and would like to inform you that the player has created a withdrawal request successfully, and it is already verified to be processed at the earliest opportunity.
Please, let us know if there is anything else we could help you. Our services are available 24/7 via LiveChat or email.
Best wishes,
Winota
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3 years ago
Translation
Hello, I can confirm that my payment was received on the account today. Thank you so much for your help. Will definitely recommend it to others. Stay healthy.
LG Tanja
Automatic translation:
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3 years ago
Dear Tanja,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
