The player from Germany has requested a withdrawal three weeks ago. It hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions. We’ve reopened this complaint as per the player’s request. Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified.
Winota Casino - Player’s withdrawal has been delayed.
Amount: €500
Winota Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
i want my money and this casino is not answering me
have been waiting 3 weeks and still no money paid out
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3 years ago
Dear Zeliha,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, I gave my account number as a transfer for the payout
I also didn't get a link where I should upload my documents
the s as ntwortfn only in English I don't understand that they should give me the link again to sebdff it n
lg Zeliha
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3 years ago
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I still can't log in and I still don't have my money
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3 years ago
Thank you very much, Zeliha, for your reply. I have checked with the live chat agent where to send personal documents for the account verification, and this was the reply:
"Thank you for being so patient. As for now, verification is not needed. You can play, win and withdraw your winnings without needing to verify your account. If we need you to verify your account, we will send you an e-mail with a request for documents. The e-mail will be sent to your registered e-mail address - so keep your eyes peeled"
Do I understand correctly that your account is not accessible anymore?
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3 years ago
Dear Zeliha,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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3 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
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3 years ago
Translation
Additional comments from the player:
"I still haven't received my money and I can't log in either"
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3 years ago
Hello Zeliha,
Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Thank you very much in advance.
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3 years ago
Translation
yes I have answers that say I should always wait a few days but the days drag and nothing has happened, they constantly want documents from me that I have already submitted several times to by email, I have sent them to me it is also sent in the chat process and you constantly say I should be patient, what shouldn't all of this because when I play there they also debit my money to play but if I win something I just don't get it back and that takes a long time Weeks It just can't be it goes on like this I will go to the lawyer because I have the emails about the payment of Vino, in which it says your payment is he working, but that was also weeks ago, please, I would be very happy if you find a solution because this is almost 500 €
With best regards
zelia
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3 years ago
Translation
I cannot send to this e-mail address as info comes this e-mail address does not exist I have copied this e-mail and but it does not work
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3 years ago
Translation
So I got the answer from the casino because I have two accounts, they blocked my account and my winnings were canceled I think it's ridiculous why you transfer 50 € then I thought that wouldn't work if I have two accounts that I couldn't get any more money From then on you only transferred the 50 € instead of the 480
I think it's a cheat
They could just as well have transferred all of my winnings, but no, I only got the 50 € back, either it works or it doesn't work, they can't just transfer 50 €, I think that's ridiculous and, in the greatest sense of the word, I got this as a fraud
Dear Zeliha,
Thank you for contacting our Winota Support Team.
We would like to apologize to respond in English but at the moment we do not have available agent.
We woud like to kindly inform you that our Security department has found your account to be a duplicate, it has been closed permanently, your winnings have been canceled and last deposit has been returned to you already via the same payment system you have used.
Thank you for cooperation and understanding in this matter.
If you have any additional questions, please, do not hesitate to contact us via email support@winota.com or via Live Chat.
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3 years ago
Translation
I also copied an e-mail from Winota because I cannot forward it to you as an e-mail. It also says that you have transferred everything to me even though you have only transferred 50 € of the whole profit, why do they then cancel everything but before it is written they have transferred everything This is one of the answers of the casino
Hi zeliha,
Thank you for contacting our Winota customer service.
It's all been paid off already.
If you have any further questions, please contact us via email support@winota.com or via live chat.
With best regards,
Customer service Winota.com
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3 years ago
Are you aware of opening, even by mistake, more than one account in this casino? Could you please advise, if, to the best of your knowledge, there’s a possibility that someone else from your family members or friends has opened an account using your email address? Looking forward to hearing from you.
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3 years ago
Translation
Both accounts are mine, I opened the second one because I no longer had my access data from the first and now I no longer get my € 500 from the casino you can see that both are mine you can do a data comparison that the person too which is and the same
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3 years ago
Please understand that it is strictly forbidden to open more than one account in the majority of casinos. If you lose access to your account, try contacting the casino support, but never open another account as it will be considered and treated as a serious breaching of T&Cs.
If you have received your refunded money, I’m afraid there is not much we can do for you in this matter. Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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3 years ago
Dear Zeliha,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but 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.
