WinPort Casino - Withdrawal of player's winnings has been delayed.

I previously been paid on Winport after losing a while and getting a free bonus. They paid out the $150. So I kept playing there a bit.

The format for their history is ID: Date : Amount: Type of transaction : Payment Method : Status : Remaining Balance

On their system time I deposited:

$303.486

10/20/2022 03:04:39 am

Based even on their own records. The bonus was 300% for the deposit and 100% cashback if I lost:

209051300% VIP Bonus + 100% CashbackCampaign Wager Bonus 910.170 10/20/2022 03:04:52 am11335.56 Closed 10/20/2022 04:21:38 am11335.656

The max I could withdraw is 10622~

I requested the first withdrawal at max being $2000 BTC. I understand their ToS mentions they can reduce the amount for whatever reason and it takes up to 7 days. However, they only paid $400 the first time:

2365110/26/2022 05:35:31 am 400 WithdrawDF-BitCoinsApproved 13,086.656

Then the next withdrawal which came today for $250 even less than before:

24464 11/01/2022 08:30:02 am 250 WithdrawDF-BitCoins Approved 9,919.656

So from the $10,622~ they have only paid $650 since Oct 20th when i first won/withdrew.

The decreasing amount of withdrawal and the weekly limit only makes me worried as they give no reason as to why they would let me get less than before other than for the obvious reason being that they cannot actually payout what players win.

Please assist me getting what I won 🙁

Dear skybot13x,

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

I have screenshots of history but the forums said error over and over

Dear skybot13x,

Have you received your withdrawal from the casino yet?

No, other than what was included in the original post.

KYC was done a bit before and only received those mentioned withdrawals which still leaves $10,072.

They also seem to be ignoring my emails now.

Thank you very much for your reply, skybot13x. Do I understand correctly that you received your last withdrawal on November 1? Do you currently have any pending withdrawals?

Have you always used the same withdrawal method to withdraw your winnings?

They paid another $200 on Nov 7 and Nov 11. I suspect they went back to $400 a week (even though they have a $2000/week limit) after reading the complaint.

I keep requesting the max ($2000) and they only do small withdrawals. On the bright side, I'm getting something. On the bad side, I only been paid $1050 since Oct 26.

Past 7 days and no payment this time.

EDIT:

Apparently, this time they did not email me when they paid another $200 on the 17th so I didn't bother checking my wallet or withdrawing more immediately that day (so guess my next withdrawal is going to be delayed longer).

However, I just won more although I have low hopes of getting anything near the amount I have now.

I withdrew $2000 (pending) remaining balance is now 24194.96.

I'd really appreciate it if they replied or if they were honest about how much they can pay .-. Not to say I do not appreciate the slow stretched payouts

skybot13x, could you please post here a screenshot of your withdrawal history?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Here is my entire history. Please note there is a credit fix on my balance, not an actual withdrawal.

The withdrawal address is fixed to address bc1q0j84m98qwtrhdkekqa8znaecyw62ne09sjrm35

https://blockchair.com/bitcoin/address/bc1q0j84m98qwtrhdkekqa8znaecyw62ne09sjrm35

History of withdrawals

150 was from a separate deposit bonus before this win

For this related issue:

10/26 400 withdrawal

11/01 250 withdrawal

11/07 200 withdrawal

11/11 200 withdrawal

11/17 200 withdrawal

Total paid is 1250 and I have a pending withdrawal of $2000, along with a balance of $24194.96

EDIT:

Ill add screenshots of last contact tomorrow tired right now

Thank you very much skybot13x for your reply. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear skybot13x,

I have looked at your case and I understand the situation. I’ll contact the casino to see if we can help.

I would like to invite WinPort Casino to join this conversation and participate in the resolution of this complaint.

Dear casino team,

Could you please state the reason why skybot13x seems to be not allowed to withdraw his winnings according to the set limitation as indicated in the Terms & Conditions?

Cashout Methods

…

The amount of accepted cashout from the Player's account must not exceed $2000 (two thousand dollars) at a time. However, please note that the cashout amount can vary depending on the Player Class. Please refer to the Bonus Terms page for further information.

Dear skybot13x,

Unfortunately, we still haven’t managed to get in touch with the representatives of the casino. We will now try to contact the casino via other means.

We would like to ask WinPort 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, this complaint will be closed as ‘Unresolved’.

Dear skybot13x,

Please be informed that we got in touch with the casino representative. The issue is currently being discussed with them in a private conversation. I believe we will have more updates soon.

In the meantime, I’d like to kindly ask you to let us know if there’s been any news. Have you received any additional payments in the meantime? Are there any pending withdrawals in your account at the moment? If so, could you please state the amount you requested?

Currently waiting on a withdrawal. They sent out an email saying ti was confirmed for $1801 but there ios nothing sent yet.

Will update totals later tonight

Thank you, skybot13x, for the update. I’m sorry to hear that you’ve played down a large portion of your balance in the meantime. Unfortunately, we won’t be able to recover any lost funds. We always advise players to refrain from using their balance while waiting for their withdrawal to be processed.

According to the last update we received from the casino representative, your last withdrawal request should be processed no later than today. Thus, I’d like to kindly ask you to allow a little more time for the casino to process the payment.

I’m setting the timer for 7 days. Please keep us posted on any news.

Dear skybot13x,

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.

Dear all,

Unfortunately, we’re forced to reject this case as skybot13x has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.