Winsmania Casino - Player’s withdrawals keep getting rejected.

I originally made a withdrawal of 1250 euros from this account on Wednesday. Since then my withdrawal has been rejected and put back into my account 4 times due to a supposed system error. I have been informed by live chat agents 3 times that I should not worry and that my withdrawal would be processed just for this to happen over and over again. They cannot keep getting away with this.

Dear Teddc675,

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. 

• Have you made any successful withdrawals from the casino in the past?
• Have you passed KYC verification in the casino?
• Which payment method have you opted for when requesting a withdrawal? Is it the same payment method you used for deposits?

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

Hi there Tomas,

this has now happened for a 5th time and no this is my first attempt at a withdrawal with this website. However I have successfully passed the Kyc verification and it is the same method for the withdrawal as it was for when I deposited.

I have tried to chat to their live support agents to get an answer but everytime they realise it’s me they start ignoring me.

just for some clarification I am a male and it is actually 1250 euros not pounds sorry for the mistake. I have tried contacting them multiple times and get absolutely no response. Live chat agents all ignore me after realising it is me and I’m sure it will get cancelled again which would make it the 7th time this has happened. I have been promised by many agents that the finance team is aware this is an urgent matter yet every-time they ignore my request and cancel it over and over. I am very concerned now.

I thought it would be useful to leave this chat transcript here showing a conversation I had with a support agent earlier. If they reject my withdrawal again I don’t know how they will explain this. I’m hoping they are not just lying to get me to go away as it feels like they have done this before.

Chat started on 05 Feb 2024, 10:54 AM (GMT+0)

(10:54:24)*** Visitor 85243436joined the chat ***(10:54:24)Visitor 85243436

Hello can you help

(10:55:42)*** Lewis joined the chat ***(10:56:00)Lewis

Hello how can i help?

(10:56:05)Visitor 85243436

Lewis you seemed to be checking for me what was going on with my withdrawal but you never got back to me

(10:56:17)Visitor 85243436

It’s T******* can you give me an updates

(10:56:31)Lewis

Please wait

(10:56:42)Visitor 85243436

How long are you going to be ?

(10:56:54)Visitor 85243436

Last time this you didn’t respond in over 10 minutes

(10:57:43)Visitor 85243436

Keep me updated please

(10:59:44)Visitor 85243436

How long do I have to wait ?

(11:00:20)Lewis

I do not have an exact time, i have to check please just wait

(11:00:28)Visitor 85243436

Okay

(11:04:22)Lewis

There seems to be an issue with your account and we apologize, our team is fixing it now. Please make a new withradawal in 15 minutes and our team will process it.

(11:04:56)Visitor 85243436

I already made a new withdrawal

(11:05:06)Visitor 85243436

This morning At 8

(11:05:21)Visitor 85243436

Last time you told me it would be processed it got cancelled

(11:05:27)Visitor 85243436

Will this one also be cancelled ?

(11:06:12)Visitor 85243436

I was told yesterday that the head of finances would process it himself

(11:09:27)Visitor 85243436

Do you understand why it’s hard to believe you when I have had about 5 other people tell me it would get processed soon just for it to be cancelled ?

(11:09:34)Visitor 85243436

Speak to me Lewis ??

(11:09:58)Lewis

It is being fixed sir

(11:10:19)Visitor 85243436

I made the withdrawal at 8.49 this morning

(11:10:22)Lewis

The problem was finally found

(11:10:25)Visitor 85243436

Will it be processed

(11:10:31)Visitor 85243436

What was the problem?

(11:10:38)Lewis

It will be processed

(11:10:43)Lewis

A system bug

(11:10:51)Visitor 85243436

How can I be sure you are telling the truth everytime someone has said this it has been untrue

(11:11:07)Visitor 85243436

I need an email or something from the finance team or support so I can trust you

(11:11:09)Lewis

It was recognizing your account as not verified

(11:11:20)Visitor 85243436

Really is thay fixed now

(11:11:27)Visitor 85243436

Does it recognise my account as verified

(11:11:43)Lewis

It will be in a few minutes

(11:11:44)Visitor 85243436

Please this is very urgent for me

(11:11:53)Visitor 85243436

Please I can’t have it rejected again

(11:12:06)Lewis

It will not be

(11:12:19)Visitor 85243436

Can you assure me my current withdrawal will not be rejected

(11:12:30)Visitor 85243436

Or do I need to re submit it

(11:12:46)Lewis

You will not have to

(11:12:57)Visitor 85243436

Are you 100% sure can you promise me Lewis

(11:13:21)Visitor 85243436

I just want you to promise so I can be sure

(11:13:33)Visitor 85243436

Please promise me it will happen this time

(11:13:49)Lewis

Yes sir

(11:14:07)Visitor 85243436

100% okay in thay case can I have my weekly Cashback ?

(11:15:07)Visitor 85243436

?

(11:15:55)Lewis

Once the withsrawal is complete

(11:16:09)Lewis

Because it is a bonus

(11:16:22)Visitor 85243436

Okay when will that be ?

(11:16:41)Lewis

Very soon

(11:17:14)Visitor 85243436

Like in the next hour ?

(11:19:14)Visitor 85243436

Hello ?

(11:19:42)Visitor 85243436

Can I stay on the chat with you until the withdrawal is complete

(11:21:05)Visitor 85243436

Hello ?

(11:22:05)Lewis

Unfortunately i will have to leave the chat to help other customers as well sir. I do apologize for all the inconveince caused to you, but this situation is in good hands now

(11:22:27)Visitor 85243436

What time frame can you give me. Maybe in the next hour or so ?

(11:23:20)Visitor 85243436

I really really need this monue and I do want to deposit again here as I love this casino

(11:23:25)Lewis

Maximum a few hours

(11:23:41)Lewis

All the future withdrawals will be instant

(11:23:52)Lewis

And you will not have to wait for tuem anymore

(11:24:52)Visitor 85243436

I hope so Lewis I really don

(11:27:02)Visitor 85243436

I will choose to believe u Lewis I hope this doesn’t backfire

(11:28:02)Visitor 85243436

You should really give some criticism to your financial team as this is not your fault

(11:28:33)Visitor 85243436

Thanks for your help thiigh

(11:28:43)Lewis

Have a great day sir

(11:28:57)Visitor 85243436

You too I hope your telling the truth as it will really hurt if you are not

(11:34:04)Lewis

I am, have a nice day

(11:34:16)*** Lewis left the chat ***(11:36:57)*** Visitor 85243436 left the chat ***

If your current attempt won't be successful, we'll intervene and ask the casino for assistance.

Please keep me informed.

My current attempt was again unsuccessful and the withdrawal was just rejected. I think

i need some help now as they have just been lying to me over and over. I have submitted another withdrawal request just now.

Please help as I’m concerned I will never have access to this money as they constantly

lie to me and create new verification obstacles that previously never existed. I was told

in confidence that my account was verified and now they have gone back on this.

 The Website reserves the right to carry out additional KYC verification procedures for any withdrawals exceeding €2500 or equivalent amount in Cryptocurrencies, as regulated by our gaming license, and further reserves the right to carry out such verification procedures in case of smaller withdrawals, as demanded by our gaming license. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

just found this is their terms and conditions but this does not apply to my withdrawal so they shouldn’t be allowed to do this

Please help

I am beyond confused. I just showed Greg the terms and conditions and he has now told me something completely different. here is the chat transcript. I tried to get them to email it to me but the websites won’t do that anymore so I just copied and pasted it.

Hello can I have some help

Greg joined the chat

Greg

Hello again

how can I help tou

I just found this in your terms and conditions

The Website reserves the right to carry out additional KYC verification procedures for any withdrawals exceeding €2500 or equivalent amount in Cryptocurrencies, as regulated by our gaming license, and further reserves the right to carry out such verification procedures in case of smaller withdrawals, as demanded by our gaming license. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

May I ask why this allows you to do this with my withdrawal when it’s clearly below the threshold of 2500 euros

Greg

This is only for the verification purposes. Means that we have the right to ask for additional documentation.

Why was I told previously that my account was fully verified then and why was I told promised about 5 times that my withdrawal would be processed ?

Why is there tick marks on every part of my verification page

And why has this only just been told to me

Greg

Tell me your username so i can check

be honest do you even have a financial team ?

Teddc675

Greg

your account is verified

Fully ?

Greg

Yes correct

Then why did you just tell me I needed addition verification to make my withdrawal

I’m so confused

You told me that was why my withdrawal was cancelled ?

Greg

Where did i say that?

You sent a copy of the text and i explained what the text meant

No I’m our last chat before

Then Tell me why my last withdrawal got cancelled ?

Greg

let me check

Okay

Greg

As I checked it was cancelled because of high amount of requests on site. make a withdrawal request after 17:00 CET if it is possible and it will not be cancelled

The request wasn’t made after 17.00

It was made in the morning

That’s not good enough greg you realised you told me a completely different reason last time I spoke to u

You told me the verification team needed additional verification of my passport

Which I previously never knew about

Please update your info

Greg

put a withdrawal after 17:00 today and it will be processed

Well I have obviously already submitted it for withdrawal already

I don’t want to wait by 5. How about your company shows some initiative and you process it right now while I’m still here

You tell the finance team to do it now because honestly this should have been dealt with a long time ago

I’m not going to accept your excuses for it continually getting rejected I have a right to this money and this has been going on from last Wednesday

Hello Greg ?

Are you still there ?

Greg I don’t want to leave and just come back again so you will respond so I’m gunna give you 3 minutes

To respond back

1minute left greg

Times up

Chat ended

Sorry to overflow you won’t chat transcripts but I thought this was all useful evidence and stuff you should know about

just has another chat with Greg who told me that he put a memo on my withdrawal and that there is no way the finance team will cancel it. I think I have heard that line about 5 times now and every time the same result. We will see if he is telling the truth I guess but I really doubt it.

Can someone please respond to this I’m getting worried it’s getting ignored

They have just limited my withdrawals to TRC20 with no real reason if doing so.

I wish you would have responded sooner to this

My account was blocked yesterday for comments made to a live chat member. These comments where not made by me but my my friend who I heavily advised not too but my account was not logged in whatsoever at this point so I’m very confused at how they have linked this to me. I have read the terms of service in the website and it says in position when people get blocked from the website they still have to return the money in the account to the player. I have asked them about this but they just say they cannot speak to me. I have told them I didn’t say any of the comments to them that lead to my account to be blocked but they still will not chat to me about what will happen with the money in my account. I have sent them an email but obviously no response. Can someone please help.

i asked the livechat member what is happening with my money as my account has been blocked and they said that my deposits have been refunded but I have received nothing.

I have just received this email but have not received any refunds whatsoever ?

Thanks for the update.

• Could you please forward the email you received from the casino with the justification for account closure? My email is tomas@casino.guru
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve the balance you attempted to withdraw with the help of a bonus? 

Please note we currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days. Thanks for your understanding.

I did not get an email saying the justification for a count Closure. I did not achieve my balance with any money that was added to by a bonus. It was all my own money meaning I could not have played any games I was not allowed to.

Can you please contact them and ask when and how the refund of my deposits will happen ?

Thank you very much, Teddc675, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Teddc675 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winsmania Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

Haha they won’t reply please lower their rating

Dear Teddc675, I was in contact with the casino representative and was provided with proof of refund. Can you let me know if you received the funds? Thank you in advance!

Dear Teddc675,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.