The player from Sweden had withdrawn 686 euros via SEPA-direct bank transfer to his Swedbank account. Despite having passed the 5 business day waiting period and the casino having shown proof of fund transfer, the money had not arrived. The bank had verified that there were no incoming funds and the casino had not responded or provided an update after eight working days. The issue had been resolved when the player received his payout. We had marked the complaint as 'resolved' in our system.
Winsly Casino - Player's withdrawal is delayed.
Amount: 686 kr
Winsly 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
11 months ago
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11 months ago
Translation
On the 25th of November, I withdrew 686 euros via SEPA-direct bank transfer/IBAN to my bank account. I waited for 5 business days, but the money did not arrive. I reached out to their support, asking when I would receive the funds, and they provided me with a screenshot showing that they'd sent the money. They claimed it was up to my bank (Swedbank) to ensure the funds reach my account. I then contacted my bank and provided them with the screenshot given by the casino. There was a Trace ID on the screenshot that my bank could use to check if the money was being deposited into my account. However, the bank informed me that there were no incoming funds to my account. I contacted the casino support again, notifying them that my bank had investigated the information they had provided. At this point, the casino requested an account statement from me which I forwarded to them. The statement did not show any funds coming in from the casino. So far, it's been almost 8 working days, and the casino support has yet to provide any updates on when I will get my payout. I played without any bonuses applied to my account.
Automatic translation:
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11 months ago
Dear W4rcatz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? When exactly were you in touch with your bank regarding this issue?
If there is any written communication between you and your bank, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Additionally, please forward me all the communication between you and the casino.
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,
Kristina
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11 months ago
Translation
Hello, you can close complaints, I received my payout today.
Thank you, have a good time!
Automatic translation:
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11 months ago
Dear W4rcatz,
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,
Kristina
Casino.Guru
