HomeComplaintsWinsane Casino - Player’s withdrawal is delayed.

Winsane Casino - Player’s withdrawal is delayed.

Amount: €580

Winsane Casino
Submitted: 18 Jan 2025 | Resolved : 27 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany faced repeated issues with a withdrawal of 580 euros, with the casino providing varying reasons for cancellation, despite initially being verified. They continually requested new documents, leaving the player frustrated and uncertain about their withdrawal status. After ongoing communication and persistence, the player's issue was resolved, and the winnings were successfully received. The complaint was marked as 'resolved' in the system.

Public
Public
Translation

Hello, the casino finds a new reason every day regarding my withdrawal (580 euros). One day they tell me I am fully verified and the withdrawal is going through, but after 3 days, my withdrawal is canceled by the casino with no reason given, just to send a new withdrawal request. Today in the chat, it's astonishing again—they asked for one more document. They don't know what they want, and now there's an open withdrawal status.


Automatic translation:
Public
Public

Hello christophschaffer3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winsane Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when is your account fully verified?
  • Did you accumulate your winnings with real money or did you use a bonus?
  • When was the last time you spoke to the casino and what was it about?


Looking forward to your answer.

Regards,

Nick

Sensitive attachment
Sensitive attachment
Translation

Hello


I have only been sending documents for over 14 days, then they say in the chat that I am fully verified, then I requested a payout, which was rejected, I uploaded the document again, now I am waiting for 2 payouts, once 580 euros and once 450 euros, in the chat they told me that because of the high volume of payouts it can take longer.


1 answer according to chat fully verified I didn't get an email where it was in


2 Answer With real money


3 answers today and every other day twice annoying in chat


But nothing happens :) here is an email from yesterday, for example.

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Here again my history all canceled payments were made by winsane not me

Automatic translation:
Public
Public
Translation

Has been done, money received

Automatic translation:
Public
Public

Dear christophschaffer3, 


I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 


As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 


Best regards, 


Casino.Guru 

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news