Winscore Casino - Player faces delayed withdrawal and poor customer service.

I played at the Slotamba casino, which changed its name to WINSCORE over the weekend.

I did not receive any bonuses. I made deposits with my visa and through Neteller.

I submitted a withdrawal request for 2500 euros through my visa. They asked me for documents: identification, address details, visa card. I sent these in. A couple of days later, they requested for information about my NeTeller account. I sent this in as well. Then after a couple more days, they asked for a selfie with my ID in hand, which I sent. Afterwards, my withdrawal was rejected without any reason given. Eventually, it turned out they were asking for a notary signed and stamped copy of my ID. The officials at our local registry office were puzzled by this since they had never encountered such a request. They informed me that a signature from a legal adult should suffice to authenticate a copy.

Now I have a pending withdrawal request through Neteller and the matter is not progressing.

Now, the casino's customer service hasn't responded to anything. My withdrawal is still pending.

In the chat, they always reply that another department is handling the matter, they will send an email.

At this point, I am strongly convinced that the casino is deliberately delaying my withdrawal by requesting additional documents every few days and responding to my inquiries just as slow.

I previously cancelled a withdrawal and now I am feeling tempted to cancel this one as well and gamble away my money.

I hope you can assist me in resolving this matter.

Dear Tusuttura,

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. 

• 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?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share a screenshot of your withdrawal request as it appears in the transaction history in your casino account?
• 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

Looking forward to hearing from you.

Best regards,

Tomas

The withdrawal was rejected, but I put in a new request, it's still pending.

They haven't told me why I can't withdraw, every couple of days they ask for a new document, they don't answer anything else.

You can't get help in the chat because a different department handles it.

But now, just as I was writing this message, the money came to my account🤗.

So it certainly helped when I sent a message that I have filed a complaint with you.

Thank you casinoguru❤️

There is this strange casino. Now they refuse to close my game account. All the time, they nag "can you tell me more about the reason...". Close or not, I won't be playing at that casino anymore.

Dear Tusuttura,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Regarding the closing of your casino account, the casino is usually asking for a reason due to responsible gambling concerns. There is a difference between the closure of casino accounts due to problem gambling-related reasons and reasons other than reasons related to problem gambling. If you have still issues regarding that casino, feel free to file a new complaint, which will be handled separately.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru