The player from Russia had faced difficulties in withdrawing his winnings of 444 euros from Winsmania Casino. Despite having his account verified, the casino had repeatedly cancelled his withdrawal requests without providing a reason. The player's attempts to reach the casino's support via email and chat had been unsuccessful, leaving him without a response for over a month. We had attempted to mediate the situation by contacting the casino and asking them to join the conversation. Despite extending the timer for the casino's response, we had received no cooperation. The complaint was initially closed as 'unresolved'. Later, the casino requested to reopen the complaint, stating that the player needed to verify his account further and play his balance minimum 1 time. The player complied, yet his withdrawal was still rejected. The casino claimed the player had not played his balance 1 time according to the rules, which the player disputed. After further communication, the casino stated that the player had lost his balance, which the player confirmed. Finally, we had to reject the complaint as the player had exhausted his balance, leaving us unable to assist further.
Winsmania Casino - Player’s withdrawal is constantly cancelled.
Amount: €444
Winsmania Casino
Safety Index:Very lowOther
REJECTED
Case summary
I registered at this casino and managed to earn up to 444 euros. I requested a withdrawal, and they asked for documents in English, which I duly provided. They advised me in the chat that the verification had been successful. However, whenever I attempt a withdrawal, it's being cancelled. They've failed to pay out for more than a month. They started canceling my withdrawals from the 10th of August and today, the 18th of September, I still haven't received the withdrawal. They keep canceling it. I have emailed their support service but received no reply. Whenever I ask in the chat about the problem, they ask for my username. As soon as I provide my username or email, they disappear and do not respond. They have been ignoring me for over a month. I'm hoping you might be able to assist me.
Dear Eww2001,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsmania Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly your account is accessible to you?
Could you please send me the email or communication from the casino with the confirmation your account has been verified and any other relevant communication?
My email is tomas@casino.guru
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
The account is working. They write in the chat that the account has been verified. But the conclusion is rejected. They don't say the reason. As soon as I ask why the withdrawal was rejected, they disappear and do not answer. They don't answer my emails.
Thank you very much, Eww2001, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi Eww2001,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Winsmania Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player is getting their withdrawal requests rejected?
Thank you.
Best regards,
Tomas
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Eww2001,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.
I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
We’ve reopened this complaint at the request of Winsmania Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Hello,
User needs to follow our Terms and Conditions to make a withdrawal. He must verify his account by uploading the proper KYC document - Passport back side. Also balance needs to be played minimum 1 time.
Regards,
Winsmania team
Dear Eww2001,
As you can see, we would like to get your case resolved, which means you need to follow the instructions provided by the casino above. Can you please follow them and let us know once you do so?
Thank you.
I sent additional documents. The balance was replenished by 50 euros and now the balance is 444 euros. This means I definitely won back my deposit once. I hope I don't have to win back the winnings? I'm waiting for them to check and what they write
Hello Eww2001,
Any updates regarding the amount? Have you managed to withdraw them? I'm waiting for the casino representative to confirm your inquiry internally. I will keep you updated. Thank you.
I was betting on a conclusion. Rejected. I sent the documents 2 days ago. Apparently they haven't checked the documents yet.
What has been rejected? Withdrawal request? Perhaps some bet? Do you have any active balance at the moment?
The balance is 444 euros. I put them to conclusion. The conclusion was rejected.
The deposit has been rolled over many times.
Hello,
Documents need up to 72 hours to be checked by the proper team. This user had uploaded Passport back in different section which was corrected by our team and verified today.
User's balance never been more that 444.19 Euros which is also on balance now and it is the false information that it was changed by 50 euros. User could make screenshots from his transaction history if something described had happened.
He has not played his balance 1 time according to the rules.
Regards,
Winsmania team
I don’t understand what the casino representative writes. Who is he trying to mislead??? I initially topped up my balance with approximately 50 euros. While playing at the casino I made approximately 1000 bets. I went up to 444 euros. This means I won back my deposit a huge number of times. And the casino is now telling me that I have to win back my winnings of 444 euros again! What kind of rules are these???
Dear Winsmania Casino,
Can you please explain what you mean by "He has not played his balance 1 time according to the rules"?
As per your T&C, it states:
"6.4. For Fiat and Crypto withdrawals, the Website reserves the right to require 1x wagering of the amount equivalent to the deposit(s) before accepting a withdrawal request."
If I'm not wrong, it seems the player already wagered his 50 EUR deposit more than once.
Thank you for further clarification.
I sent all the documents a long time ago. I even won back my balance of 444 euros. Placed bets on x1. As they asked. They still do not output and cancel the output. In the chat they say we don’t know anything. They don't make contact at all.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello,
User has lost his balance on 20th January.
Regards,
Winsmania team
Hello Eww2001,
Can you please confirm if this is correct? If so, I’m afraid there is not much that can be achieved, and your complaint will be rejected.
Thanks for understanding.
Yes. I'm tired of waiting . I waited half a year for the release. They didn't let me out. My nerves gave way and I lost all my 444 euros. The casino was waiting for this. I unscrewed these 444 euros several times. But they still canceled the withdrawal. They didn’t answer here either, they were just stalling for time. In the end, the tactic worked. That's how they work. It’s his own fault that he ended up in this casino. It's a shame we didn't get to see the ending of this story. Well, I think we would have waited for years) thanks to your site that at least someone can influence this terrible fraudulent casino. Before I filed a complaint here, they didn’t even answer me in the chat). But I will still do everything possible so that people know about this casino and do not play in it.
Thank you, Eww2001, for your reply. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Kind regards,
Tomas
Casino.Guru
