The player from Italy faced an issue with withdrawal limits. Despite having a balance of 7500 euros, the casino only allowed a maximum withdrawal of 2500 euros per week. Recently, the player received only $200 instead of 2500 euros, significantly prolonging the withdrawal process. After investigating, we facilitated communication between the player and the casino, leading to an agreement where the casino would approve weekly withdrawals of 1000 euros. The issue was considered resolved based on this new arrangement.
WinPort Casino - Player's withdrawals are significantly delayed.
Amount: €7,500
WinPort Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, I have an issue with this casino regarding withdrawal limits. I made a significant win and have a balance of 7500 euros. However, the casino only allows a maximum withdrawal of 2500 euros per week. So, I withdrew 2500 euros and after a week (today), they sent me just 200$, telling me that the casino tends to stagger player withdrawals. This seems crazy to me; I need to withdraw 7500 euros. If they send me 200$ per week, it'll take almost a year to withdraw the entire balance... please do something.
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2 months ago
Dear investorlub,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinPort Casino.
I've found the withdrawal limits for each payment method here: https://winportcasino.com/banking
Please allow me to ask you a few questions, so I can better understand the situation.
- Were you able to submit several withdrawal requests at once?
- Have you contacted casino support and asked for assistance in the matter?
- Did casino support offer any recommendations for you in this situation?
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
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2 months ago
Dear investorlub,
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.
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2 months ago
Translation
Hi, no it is not possible to make withdrawal requests at the same time, the casino only allows you one request at a time. I wrote to the casino more than once to find a solution but they didn't want to know anything, they continue to pay me $200 a week...
Even though their casino indicates a maximum withdrawal of $2500 per week, it's not true, it's false... I'm trying to make a withdrawal of $2500 and they keep sending me $200 and the rest they put in my account casino
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2 months ago
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Do you see? This just arrived, even though I requested $2,500 a week ago, they sent me $200 again and they credited the rest back to my casino account.
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1 month ago
Thank you very much, investorlub, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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1 month ago
Dear investorlub,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the WinPort Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear WinPort Casino,
Could you please provide detailed information regarding this case and clarify the reasons for the delay in the player's withdrawal? Specifically, could you explain why the withdrawal amount was reduced?
Thank you in advance for your response!
Best Regards,
Kubo
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1 month ago
Translation
Hi Kubo, there's no news. They always answer me the same way, that due to their internal policy the withdrawals are halved. But then I wonder, what are they writing to do that the maximum weekly withdrawal is €2,500 when it's not true, they're sending me $200 a week, and I have a balance of over €7,000 to withdraw... at this rate there it will take almost a year to withdraw the entire amount. It seems absurd to me
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1 month ago
Hi,
Thank you for bringing this matter to our attention.
We have investigated the issue with our team, and my colleagues informed me that according to the casino terms, "cashouts may be split into smaller parts depending on the Player Class and corresponding cashout limit, and are paid via the chosen cashout method."
However, after further consideration, they have arranged for your next withdrawal to be approved on Monday for the full amount requested. Please be assured that my colleagues will adhere to the withdrawal limit stated on the website.
If you have any further questions, please do not hesitate to reach out.
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1 month ago
Translation
Hi, but do you realize that you are paying me €200 a week? I made a win of €7500. It is not possible for me to defer the payment to €200 per week, it will take almost a year to withdraw the entire amount. it's nonsense... please at least let's get a more decent deal, let's get to at least €1000 a week, so that in just over a month I can withdraw my winnings. Furthermore, on your site it is stated that the maximum payout is €2500 per week but then I did not respect it and paid €200 per week
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1 month ago
Dear investorlub,
What my colleagues mean is that they'll approve your withdrawal on Monday for no less than EUR 1000. Please await an email from the Finance Team on Monday regarding your withdrawal request.
If you have any further questions, please do not hesitate to reach out.
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1 month ago
Translation
€1000 is fine, but I would like you to do it every week, I wouldn't want you to give me €1000 on Monday and then come back with €200 a week...
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1 month ago
Dear investorlub,
Please be informed that EUR 1000 is the minimum withdrawal amount that my colleagues will approve. This will be on a regular basis, not as a one-time payment.
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1 month ago
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A thousand thanks. Thank you for your seriousness and for finding a decent agreement
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1 month ago
Dear investorlub,
Since you have evidently reached an agreement with the casino regarding the payout of your balance, we consider this complaint resolved. If any issues arise with the disbursement of your winnings, please do not hesitate to reopen this complaint, and we will address it further.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
Best regards,
Kubo
