The player from Ireland had reported that he had requested a withdrawal from an online casino but hadn't received any response for four days, despite reaching out to the casino's support via email and live chat. After a week of waiting, the player had received his winnings on the 11th day, albeit with an 88 euro fee deducted. Following this, the player had chosen to close his account with the casino. The complaint had been subsequently resolved and closed upon the player's confirmation.
Winscore Casino - Player's withdrawal request is pending.
Amount: €1,100
Winscore Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I signed up to this casino and had been playing and depositing for around a week, i verified account. Won 1300 on saturday 7th october and requested a withdrawal. Havent heard anything since. Sent two emails to support and havent got an answer. Live chat keep saying the same thing, ‘its s different department and ot will be done soon’
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1 year ago
Dear delc22,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 year ago
Update, they paid out my winnings after 11 days but took 88 euro fee. i have since closed my account
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1 year ago
I'm glad to hear that you received your winnings. Please let me know if there is anything else I can help you with or if we may close the complaint.
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1 year ago
Dear delc22,
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,
Veronika
Casino.Guru
