WinPort Casino - Player believes that their withdrawal has been delayed.

Hi so I was playing with a sign up bonus that I met all the requirements to Cashout even made the deposit that was told that I had to make to Cashout so everything was good for me to Cashout 130 dollars and no more than that they told me I was good I gave them all my info for the Cashout and then they told me my balance was gone cause I had played it all when I was told that I was good that I well be getting my 130 dollars winnings?

Dear ronny082008,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear ronny082008,

Have you received your withdrawal from the casino yet?

Hi no I have not

Thank you very much for your reply, ronny082008. Would you be so kind as to advise how much money is currently in your balance? Do I understand correctly that you are not aware of losing your winnings?

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear ronny082008,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close 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.