HomeComplaintsWinota Casino - Player’s struggling to withdraw his winnings.

Winota Casino - Player’s struggling to withdraw his winnings.

Amount: €4,500

Winota Casino
Safety Index:Very high
Submitted: 24 Feb 2021 | Resolved : 09 Mar 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Germany is experiencing difficulties withdrawing his winnings. The issue was successfully resolved, the player received his winnings.

Public
Public
3 years ago
Translation

Hi,


I have the following problem and I want to withdraw my winnings of 4500 euros, I have neither played with a bonus nor with free spins, when I wanted to make my withdrawal, no pop-up window opened where I have to enter account data, etc., I thought at first It's because of my ad block, so I turned it off, deleted all cookies and caches, reloaded the page, used google chrome as customer service said, but it doesn't work. However, when I click on deposit, a pop-up window opens immediately in which I can then enter my account details for the debit. The error cannot come from me but has to come from the side itself, I have already contacted customer service several times but they did not really help me apart from the tips that I have already written here.

I now have in mind that my money will not be paid to me and that the operator could possibly be a scam. What is the best way to do this now?


Greetings Andy

Automatic translation:
Public
Public
3 years ago

Dear Andy,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? 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?

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

Public
Public
3 years ago
Translation

Hello Petronela,


I thank you for taking care of the matter, I'm really curious how it will develop.


So to your questions, a KYC check has not yet taken place, I asked the customer service but they told me that I would receive an email about this, so it seemed to me that this was not needed at first.

Due to the non-active pop-up window, I cannot withdraw my winnings, I tried to debit via Trustly, but was not forwarded, which I did not even notice at the beginning because the amount I wanted to withdraw from me (500 euros on the day) was deducted directly from my real money and placed in the queue for daily payout, I received an email 2 days later that my payout was canceled because my bank details were not entered in the pop-up window, until then I thought I can handle that already & it is probably due to my AdBlocker but I was wrong. Have contacted the customer service several times & heard the same thing over and over again, I would have to delete my caches, cookies, AdBlocker, use Google Chrome etc. did everything exactly the same way but unfortunately with no success!

I then tried to test whether I would be forwarded if I wanted to deposit something & that went straight away without any problems. So, in my opinion, it's not my devices, I tried 3. different devices.

I should then send a screenshot to the customer service, where you can see that I accept the cookies, caches, etc., plus a screenshot so that you can see that no pop-up window appears, I did that too & I was then told that the video would be displayed could not load & referred me to customer service via email. I described my problem again & sent everything to me, after which I received an email today that the problem would be dealt with & my situation was urgently forwarded to the responsible department. I see now that something is probably going on but still have a strange feeling about it & hope that you can help me. I don't know whether this is a common problem, I wasn't told, but I read in the terms and conditions of the page that you should always complete payouts via Google Chrome & to avoid problems caches, cookies, etc. It just seems to me as if this is a good solution to refer back to to prevent or complicate withdrawals.


I hope I have described in detail what you wanted to know.


Greetings Andy

Automatic translation:
Public
Public
3 years ago

Thank you very much, Andy, for your reply. Even if it seems to be a technical problem, your account needs to be fully verified before you'll be able to withdraw your winnings.

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.

Public
Public
3 years ago

Hi Andy,

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.

Public
Public
3 years ago
Translation

Hi,


Something happened, but on February 26th, 2021 I was able to open the pop-ups & confirm my payment, 500 euros every day.

Money has not yet come in but I hope that this will come in the days after & after. I would contact you again in this regard so that the case can be completed if everything goes well.


Thank you very much in advance.


Kind regards

Automatic translation:
Public
Public
3 years ago
Translation

Hi,


Now there seems to be another problem 😅

I am not really familiar with the subject of the fact that the payout limit on the site is 500 euros per day and 10,000 euros per month.


Now I have had 500 euros paid out 3 days in a row via Trustly, the money did not arrive in my account as I said before (weekends, holidays) do not count, I have already found out. However, if I want to make another withdrawal of 500 euros, it now says that my withdrawal limit has been reached! I am surprised because I have "only" 1500 euros on my payout list so far, could that be due to Trustly or the side? Could Trustly only process 3. withdrawals in a row & then I have to wait until I have the first 500 euros in my account before I can withdraw the next 500 euros.


Kind regards

Automatic translation:
Public
Public
3 years ago

Hi Andy,

Thanks for the update. It's a good thing that the pop-up window works again. It's really hard to say why the system lets you make only 3 withdrawals in a row. I looked at the casino's webpage but didn't really find any information regarding this. I recommend you wait until you receive the first 3 payments and then make new withdrawal requests. Please keep me updated.

Public
Public
3 years ago
Translation

Hey peter,


It is really like that you can only request 3rd payments via Trustly, yesterday the first 500 euros were on my account & then I tried a payment again & it worked 👍🏼 but then it is due to Trustly & not to Winota ..

Automatic translation:
Public
Public
3 years ago

I see, very well, please let me know when you receive all the payments and we will close the case accordingly.

Public
Public
3 years ago
Translation

Hi Peter,


So far the payout of the 4500 euros is through, have now won another 8000 euros and am currently in the process of paying them out.


I think the case can be closed because there have been no more problems so far, I would like to wait a few more days & then contact you again if something should change again.


My conclusion about Winota, the customer service should probably get a little better in terms of direct help, otherwise there is little to complain about. The site runs smoothly, the games are fun & with a little patience and luck you can make really good profits! The only thing that bothers is this payout limit of 500 euros per day, that would have to be changed then the page would be worth 5 stars.


I thank you for your time and wish you something.


Greetings Andy

Automatic translation:
Public
Public
3 years ago

Hi Andy,

Thanks for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Should there be any issues with the €8000, please let me know. Thank you for using the Casino Guru complaint resolution center.

Best regards,

Peter

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news