WinPort Casino - Player experiences lowered withdrawal limits.

Good morning, I need your help please. 

I recently joined Winport casino and it was brought to my attention in reviews that the casino commonly lowered players 'max withdrawal from $2500 down to $500 stating it was better for the player. However, it's not because there are more fees overall. I also saw in the reviews that this matter had been rectified a few times and players were able to withdraw the correct amount.

Taking this information and being cautious I contacted the casino via support chat before I joined confirming the withdrawal limit is $2500 and it will not be lowered. 

After doing my due diligence by talking to winport casino and seeing that Casino guru has also helped with this issue, I felt confident to join and play.

However, I have requested my first withdrawal and they have only paid $500 out of my $1000 requested. I have a balance of $8000 and at this rate, it will take 16 withdrawals (costing $30 AUD in transfer fees per withdrawal), adding up to $480 in fees and if lowered, it'll cost more. I am also afraid they will lower my next withdrawal to $300. 

Below I have provided a screenshot of the chat where the casino tells me the amount will not be lowered when I brought the concern up to them before I joined. 

Please help me like you have been able to with other players who had this same problem.    

Thank you for your time.

Dear cheyeene,

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. 

• Did the casino explain why your withdrawal was lower per transaction as advertised?
• Could you please share a screenshot of your transaction history with recent withdrawals visible?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear cheyeene,

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.

Hi sorry for the late reply i did not see this , glad i made it in time 🙂

The casino said they lowed it because it is better for the player , which is a complete lie as the more withdraws the more transfer fees players have to pay when converting from US dollar, it is also a strategy to used by casinos to drag out the withdraw period and increase the chance of the player playing again.

Thank you very much, cheyeene, 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 cheyeene 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 was the player's withdrawal limit lowered and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) 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