The player from Germany had their withdrawal request denied by the casino without an explanation. The issue was resolved when the player received their winnings after further communication with the casino.
Winsane Casino - Player’s withdrawal has been denied.
Amount: €200
Winsane Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Dear Cantana96,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Is any withdrawal currently pending on your account?
Looking forward to hearing from you.
Best regards,
Tomas
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3 months ago
Translation
Hello,
Account is fully verified.
I was not informed why it was not paid out. I contacted support. I am waiting for a response. A further payment has now been requested. A response is still pending.
Best regards
Automatic translation:
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3 months ago
If the issue persists,
could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
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3 months ago
Dear Cantana96,
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
Dear Cantana96,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
