WinPort Casino - Player experiences delay in $1050 withdrawal.

Hi my name is Becca ,

This was my second time depositing to winport this time I bought a promotion, which was like 175 spins for 30 dollars .we'll I played out my spins and had about $600 to cashout.well they said I still had play through and I said how much is that and I was informed it was like $7,000. I though ya rite I'll never make that we'll I got lucky and played through $7,000 and won $ 2,000 to boot .so I went to with draw and it said I had to send some information to kyc and let that be approved which would take 3 to 4 business days .so I sent all My identity verification Sunday night well Tuesday I got an email that said. All Mt verification was approved but they wanted me to used another banking system or do bitcoin ,so I send them bit coin wallet address .the same day this is was the only thing they asked for now I've called them, and emailed them and they keep telling me the same thing 2 days ,2 days ,I can't even request a withdraw it won't let me

no one has responded to my emails ,and here it is Friday and the don't process identification stuff on none business days ! My father is sick and dying living hundreds ok miles away when I won thought I now can go see my father cause this is the last time I will probably see him alive already told him I was coming and got all my arrangements made all I'm waiting on is my monet so I can leave ! So I called tonight and asked again ,first off the guy couldn't even fing my account ! Now they are wanting me to send another email to support. I can't request a withdraw and it's showing all information was approved three days ago. But still no attempt to Pay me or anything! I just want to go see my. Dad and I'm loosing hope ,in my cashout . What do I do?

Dear rpainforst,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinPort Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you already submitted the form specified in the payout menu of the casino?

• Did the casino support specify whether anything else was needed to complete the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I submitted All verification Documentsand that was on Sunday .Wednesday I got an email back from KYC and they said everything was approved except for my banking .that PayPal did not accept International transfers so I looked it up and PayPal where I read said accepted International transfers but I went ahead and got a Bitcoin wallet And Took a screenshot Of it and I Pasted and Copied the Bitcoin address and attach it to the email they sent . Just like I was told in the email instructions to do .and that was the last time I heard anything from them and I've sent numerous emails and chat with them on my account online And called them and one guy even hung up on me.and they just keep telling me the same thing over and over and over and Is a matter of fact I was chatting with one yesterday and he told me that oh you still have play through To complete. and I said how is that I said whenever my withdrawal amount is 2000 I had $7000 worth of play through I said it says right now on my account Bonus history that I was Told how to look it up my play through that I have a 0 balanced play through. Yes now I see that on the your document s you Successfully provided you as approved except for your banking all you need to change your banking . Change that and send to KYC department .I Send I did that And they did not respond. Then you need to contact customer support . And while I've done that too numerous times no response. and I Just keep getting a big circle Jerk. I will attach screenshots of the conversations and the approved documents I sent in.

I really just hope And pray they pay me because I was so excited when I won

that I wasn't gonna go see my dying father and Texas that lives in the vally in south podrea island its 889 miles away. And I haven't seen him in 6 years and I finally have the money to go See him . And my second to oldest brother lived down there too . But he Committed suicide And hung himself 2 Months ago and I Couldn't afford to go to the funeral. So when I won the money I was like I'm going I was so excited already told them I was coming I've already rented a car and Supposed pick it Up the 1st of November which is in a couple of days he thinks I'm coming I made plans, arrangements, ive packed & everything to go and now.just been waiting on my.money I'm not gettin .and hes like 77 years old he has a stroke fell hit his head face and it's all busted and Bruised. This is probably the last time I've ever See him alive ! And here I can't even go because they won't pay me Or I would already left. It's going to completely break my heart if they really don't pay me and I can't go. (Photo removed by guru admin) Here's my dad's face From him having a stroke And falling and hitting his face a week And a half ago.

Thank you very much, rpainforst, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you rpainforst for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinPort Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Windport has approved my winnings and is in the process of transferring to my Bitcoin so thank you for your help happy Halloween

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

So I Won Look Over 2000 On my Withdraw request I requested 2000 so this morning I got a email saying that they confirmed my request and that they were sending me 1050 and so I called them and they said I was only allowed 35 times my wagering on my bonus Which was $30 And they said it come out to 1050 and they never mentioned that before . And I Naively thought that once you went through all your Play threw requirements that There was no stipulations on your withdrawal amount I wish they would have told me I can only cash out a 1000 save me the 1000 They just Voided it out so I was short at a 1000 so I End it up up with a 1000. So I'm pretty upset about that but whatever.

Thank you for your feedback. I’ve been informed that the respective team reviewed your account and confirmed that your KYC was approved on October 30th and the $1050 cashout was sent on November 1st. In regards to the maximum cashout rule, my colleagues informed me that your promotion (100 Free Spins on Buffalo Ways) came with a maximum cashout of x35 deposit amount which was also stated in the Bonus Terms of the promotion. I was also informed that your deposit was in the amount of $30 which made the maximum cashout of the bonus $1050, and assured that the cashout was conducted in full accordance with the Bonus Terms.

Thank you very much for the update WinPort Casino Team.

Dear rpainforst, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

So winport sucks they are the biggest rip off casino that ever existed they sent my money bitcoin .then while I was looking for my account number I had wrote down they sucked thier money rite back off and never gave me a dime ! I called them they lied I caught then in 3 different lies ! They also hacked my phone and I think they stole my identity cause now I'm getting crazy telemarket calls ! They are the most horrible people and casino ever! And I warn anyone that goes in thier site ! And to add insult to injury then they blamed me when they took the money back ! My phone was 2 feet in front of me I watched the money like roll backwards till it hit zero! And the input and out put numbers was the same on sent and recieved ! They are f*****up! I hope they get black flagged ! Cause they are lies and they dis take my money back ! Think about it why else did they insist I get bitcoin to transfer the money ! And say paypal didn't do international transfers ! When paypal does I checked ! So just so EVERYKONE KNOWS WINPORT CASINO TOOK MY MONEY AND LIED ABOUT IT AND NEVER GAVE ME A DIME ON 2,000 DOLLERS ! THAT WAS MY MONEY TO GO SEE MY FATHER AND THEY RUINED EVERYTHING ! SO F*** you winport casino ! Lieing f***ers !

Dear rpainforst, I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the staff members of the casino or any professionals at Casino Guru may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Dear WinPort Casino, could we have a clarification on what has occurred and if the player's funds were confiscated?

Thank you in advance!

Good day,

Thank you for your feedback. I've been informed that the player's funds were not confiscated by any means. The cashout was conducted in full accordance with the Terms and Conditions of the promotion. The cashout in the amount of $1050 was processed to the player's Bitcoin wallet on November 1st. According to Bitcoin block explorers, the funds were received the same day.

To put things chronologically, the player made a $30 deposit and claimed the promotion (GUNSLINGER) 100 Free Spins on Buffalo Ways on top of it on October 21. My colleagues approved the cashout in the amount of $1050 on November 1st, the rest ($950.39) was deducted as it exceeded the maximum cashout allowed by the promotion (x35 deposit amount = $1050).

Regarding the claims about stolen identity, my colleagues assured me that WinPort Casino is committed to providing personal data security in accordance with applicable data protection laws. In order to keep the Player's private information protected from third-party access, they maintain cutting-edge technology and best security practices, including industry-standard 256-bit SSL encryption.

Regards,

Winport Casino

Dear casino Guru ,

I 100% respectively apologize for my language and irrational outburst ! As you can understand I was extremely upset ! I have not won on any gaming very much and never this much ! I could barely contain my excitement and was so looking forward to my cash out and doing something I had wanted to do so badly and that was go see my father it has been 5 yrs since I've seen him and his health is very bad ! I had pack ,put a car on reserve ,made arrangements, and my dad and brother was anchiously awaiting my arrival ! It is a 932mile drive takes about 16hrs or more to get there they live in the vally in Texas, I live in Southern mo. So that's why I was so upset with winport casino they had to be the ones to take the money back it was not in my bitcoin wallet more than 2 minutes ! And it was not $1050 ! First it was $1034 in the morning and 20 hrs later it was $1054 and I looked the other day and it said like $1062 . I caught them living like 3 different times ! And there's no way a hacker could of known that presise day ,time,amount,and all that ! Thier input and out put wallet addresses was the same in/ out ! And they sent it 20hrs before it was supposed to be there!I called right after it disappeared and they had no idea of it and did not know what I was talking about said wait 24hrs ,well 20 hrs later when the amount changed I called again this time they was knollagble of the first transaction that morning ! They lied about knowing the hash number then when they dud try to give it to me they gave 3 different ones! There is no doubt in my mind they did it I didn't even have time to transfer it or rely even look at it cause it erased that fast ! My phone wasn't even in my hands when it happened I was looking for a code in a small paper note pad I keep in my purse ! I know from the bottom of my gut they did it ! And they say all thier mumbo jumbo and how else do I prove it when they say this and that ! It's just a loss ,a disappointment, a heartbreak,a basket of broken dreams! I just wish they would of said in the beginning they wasn't going to pay me cause at least I wouldn't of spent what money I did have and the anticipation of seeing my family before hand ! I was upset and still am ! But no excuse for loosing my wits and behaving in that manor! I apologize for that ! Thank you for your tolerance and help ,

Sincerely

Becca G .

Thank you for the clarification WinPort Casino Team.

Dear rpainforst, the changes in the amounts are most likely due to the nature of cryptocurrencies which have no legislated or intrinsic value; they are simply worth what people are willing to pay for them in the market, therefore, their price always fluctuates.

I would appreciate it if you could provide me a screenshot from your crypto wallet so I can better understand what has occurred. You can either share it here and I can set the message as private so only the involved parties are able to see it, or alternatively you can send it to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

I sent you a private email to the link you provided sir,thank you

I have decided that respectfully after this I'm not going to pursue this matter anymore ! It cause me a very emotional anxiety! I understand you trying to help ! But I know I will not be funded back any losses ! Winport Casino has no intentions of doing anything about it " respectfully , and I just don't know how all that crypto stuff works ! That's what gets me about them saying I sent it somewhere I've never got bitcoin before this is the first time ,cause winport suggested that was the way for me to receive my withdraw .I didn't even know how to send or transfer my funds that's why I was looking for the paper tablet in my purse cause I was going to have to call someone to help walk me through the process ! But the money disappeared so fast ,as fast as it came in ! I really don't know how or what happened ! But if that's the chance you have to take using crypto I want nothing to do with it! I just know I'm not going to recieve the money back ! Everyone I know has already told me how they figured it was a scam ,or don't believe I really won the money ,I'm been made a fool the whole way around ! And it's just upsetting ! I hope you can understand ! Thank you

Dear rpainforst, I have tried to look into the matter but as I'm not tech-savvy I can't be of much help with this cryptocurrency issue. Even though I don't believe this is the casino's doing if you'd like to escalate your complaint further, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) the casino operates under and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Yes I'd like to absolutely sub.it a complaint to the antillephone gaming authority, maybe your maybe it was not the doing of the casino but if I was targetited another way through gaming I'd like to be aware of it and stop people from doing that so. Yes just let me know how you can help me and we'll go from there ! Thank you so much .

Dear rpainforst, I have provided you with a guide on how to contact the licensing authority in your email. I will now close this complaint as 'waiting for a decision from the regulator'. I would appreciate it if you could let us know how the licensing authority has responded to my email. (peter.c@casino.guru)

I am sorry I could not be of more help on this occasion.

Kind regards,

Peter

We’ve reopened this complaint at the request of WinPort Casino.

Dear rpainforst, I would like to state as I have before that we strongly believe that the resulting issue in the cryptocurrency wallet was not the casino's doing and would like to advise you to contact your wallet provider for assistance with the missing funds. That being said I will reject this complaint as we are unable to investigate the matter further due to the nature of it being through cryptocurrencies. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.