WinPort Casino - Player’s withdrawal partially returned to their account.

On January 13, 2024, I requested a payout of $2500 via bitcoin, which is the maximum amount permitted per week. According to the Winports website, bitcoin withdrawals typically take 2-3 business days, so I did not anticipate receiving the funds before Thursday or Friday. As of this morning, I was notified that $1000 had been approved for deposit with the remaining $1500 credited to my casino account. I have been a Winport casino player for about 6 months. Upon reviewing my transaction history for the past 3 months, I have deposited a total of $3995.57. This was my first-ever withdrawal. I feel deeply disheartened. Due to the unfortunate incident, I initiated contact with Winport via chat and uploaded the conversation transcript. I would deeply appreciate any assistance you may be able to provide.

Dear pharmalpn,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I requested a withdrawal of $2,500 via Bitcoin. However, I was only issued $1,000. According to them, I need to request another withdrawal in order to receive another $1,000 next week, as well as the remaining $500 the following week. As I asked Winport why they split up my payments rather than sending me the $2500 per week allowed, I was given several excuses, including the fact that it is safer to send smaller transactions rather than large ones, and according to Winport, they always choose the best option for the player. Everyone loses when the casino does not follow its own terms. It's best for the casino, not the player when the withdrawal amount per week is divided into three payments.

Hello there, I forgot to attach a transcript of my chat with Meredith, an agent at Winport. Yesterday morning she informed me that I should be receiving $1000 within 24hours, leaving a balance of $500 still being owed to me, but at least it would have been a start to a final resolution. However, I have not received anything. Thank you.

Hello. Please close my complaint. I reversed my cashout and played it down to zero. I was never concerned about not getting the rest of my winnings. Gaslighting was excessive. They take my cashout request which is within the permitted weekly limit of $2500 and divide it into three parts. The finance department does not have to make the players aware if and when they split payouts. I was sent $1000 and instructed to submit another cash out request for another $1000 to receive next week. I may also submit another cashout request for the remaining $500 once I receive that additional payment. It's much safer to split payments and get smaller payouts every week per Winport Casino. To add insult to injury, I am told, they care about the players so much and choose what is most appropriate. For a casino to say that, is insane. I would like to thank you for creating a space for players to voice their concerns and ask for assistance.

Hi pharmalpn,

Unfortunately, given that you've already played through your winnings, there's limited action we can take on our end. It's crucial to recognize that the player is solely responsible for their account, active balance, and all betting activities. In future situations, please reach out to us promptly as issues arise so that we can step in before it becomes irreversible. Patience during the process is greatly appreciated.

I genuinely wish I could offer more assistance. I regret that we couldn't bring a resolution to this case, but feel free to contact us if you encounter any problems with other casinos in the future. Considering the circumstances mentioned, I will have to reject this complaint. Thank you for your understanding.