The player from Portugal faced issues with withdrawal requests being rejected by the casino, despite having a fully verified account and previous successful withdrawals. A €700 withdrawal was denied without justification, and customer support was unable to provide an answer after an hour of chat. The issue was resolved when the player confirmed receiving the withdrawal, and the casino's support became attentive after multiple complaints. The player expressed renewed confidence in the casino following the resolution.
Winsane Casino - Player’s withdrawal has been rejected.
Amount: €700
Winsane Casino
Safety Index:HighSafety Index
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8.2
Winsane Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
This casino, where I have been playing and withdrawing without issues, suddenly started rejecting my withdrawal requests without giving a justification. I have my account fully verified, and as mentioned, I have made several withdrawals previously. I made a withdrawal request for €700, which is my daily limit since I am VIP level 1. I also want to point out that there was no bonus money involved, only real money. To my surprise, the casino suddenly rejected the withdrawal. I went to the chat to talk to customer support, and the most surprising thing is that they don't even know why my withdrawal was rejected. I spent 1 hour in chat, and they couldn't provide an answer, only asking me to wait for a response that no one gave me. They clearly do not want to pay and are trying to find an excuse. Very dubious behavior from this casino.
Automatic translation:
Public
Public
1 month ago
Dear guizinho8,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsane Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you requested another withdrawal using the same method?
- Are there other alternative payment methods you verified previously that can be used to withdraw your winnings?
- When was the last time you successfully requested a withdrawal?
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
Public
Public
3 weeks ago
Translation
Hello, I would just like to inform you that I have received my withdrawal and the situation has been resolved.
Although it was a very strange situation in which no one could understand or explain why the withdrawal was rejected, the Casino paid everything correctly and the chat support after a few complaints was very attentive. In this sense, I can say that this problem with the withdrawal was not intentional and that I have confidence in this Casino again, having already deposited again.
Automatic translation:
Public
Public
2 weeks ago
Dear guizinho8,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
