Winstark Casino - Player's withdrawal is delayed significantly.

Haven't received any email regarding my withdrawal... everytime I try asking support team they just reply with you just got to wait...!

Dear Xtboy1, 

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?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Dear Xtboy1,

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.

No I haven't made a withdrawal before.. I sent out the verification papers with all the information they wanted.. but never had replied back..

Thank you very much, Xtboy1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction shortly.

Hi Xtboy1,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Winstark Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

they sent this about 2 days ago..

I replied to them as soon as I saw it... and been waiting since.. I've also had other people try emailing them to see if they will reply back to them but no answer... I try talking to the live support chat in the casino site but there no help... they always reply to me with a "u got to wait" They did put the money back into my account that's the good thing so I submitted another withdrawal of 330$... and received a email stating.

Thank you for more information, Xtboy1. I hope that the casino will react to your complaint here and we'll be able to move things on.

Hello Xtboy1

We hope all is well.

We are aware of your withdrawal and have requested documents many times. In fact , your withdrawal was placed on october10th, and only on Dec 9th (also according to your screenshot) , which is 60 days approx after withdrawal was placed to begin with, you sent in the documents needed, while of course, during that time we have sent many emails requesting for those docs.

According to our T&C we do have the right to cancel the withdrawal (for lack of docs sent) , HOWEVER, you will be contacted asap regarding the documents missing and of course about the withdrawal which we will pay according to our terms & conditions, out of a gesture of goodwill.

Expect an email from us in the next 24 hours.

Best,

Winstark Support team

Okay sounds good I'll be waiting on your guys email... you can always call me to at [hidden by Casino.Guru] ... I tried contacting Emma my vip manager but never can get ahold of her.. you can ask your support team I've been asking them on how to get ahold of someone regarding my withdrawal... I even sent out my documents to them through the support chat on line... but I'll wait on you guys email... as u can see my documents have been sent out plenty of times as seen in the screenshots

Thank you very much for your reply, Winstark Casino. We appreciate your willingness to cooperate on this case.

Dear Xtboy1, please let us know as soon as the casino contacts you for further documents and keep us updated on the status of your verification.

I received an email from Emma my vip manager saying that there reviewing my documents and as soon as that is confirmed they will send out the withdrawal.

Still waiting on them to approve my documents haven't heard back from them...

Thank you for the updates, Xtboy1. The verification can take up to a few days or even weeks, depending on certain casinos, but I hope that it won't take a long time in your case.

I'll leave the timer for 7 days for you, as soon as there is any news - let us know.

Still no response... wow

Dear Winstark Casino, would you please share any updates? When can we expect the verification procedure to be complete, considering you received the missing documents a week ago?

Had an email from winstark

so I send 2 diffrent letters one from venmo and the other one from the county istrict Court system..

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.

Still nothing new... I think I'm gonna have to go the other route and file complaint on a bigger platform/ lawyer

Hello everyone

The player was requested AGAIN to send missing UB with valid date, yet he failed to send that as well after was sent twice from two different emails, and as per our T&C, we can only pay withdrawal once ALL documents are in and not just some of them.

We have sent another email just now to the player, so he can reply with the missing document asap , which then, and ONLY then , we will be able to process the withdrawal , which we will pay, out of gesture of goodwill, as written before.

In addition , we would like to correct and clarify to the player the withdrawal paid will be according to the T&C of the casino, and while he cashed out $330, he only deposited $7.7 and took a bonus of $15 on top, and so final amount to be paid will be 62 as bonus will be deducted upon withdrawal (max cash out on 7.7 is $77 -$15 bonus = $62) , rest of the money of course will be voided of course, as per out T&C, as its bonus money not withdrawable.

Best,

Winstark

I haven't received anything from winstark nor my manager Emma if you can proof that you have sent me emails I would appreciate it.. but other then that... the only email that I have received from you guys was today..

Still haven't heard from my vip manager emma

Still waiting... on the email.. they claim to email me but I haven't received anything from them... I can show all my emails if needed? There's no point in not responding if I'm complaining on getting this bs settled

Dear Xtboy1, based on the casino's reply they have been waiting for a missing utility bill from you. Have you sent it now? If you're struggling with sending any emails to the casino's email address, you can try to send it to me (natalia.b@casino.guru) and I'd be glad to resend it to the casino representative so that we can move forward. Please, let me know.

I've sent it plenty of times... I havent received any emails from them since the last time I've shared the screenshots

Dear Xtboy1, could you please resend me (natalia.b@casino.guru) the email you sent to the casino providing your utility bill so that we know that the issue is not caused by your side and there may be some problems from the side of email service providers. Thank you.

Hey there,

Withdrawal was already sent about 10 days ago , and the player was emailed as well.

Best,

Winstark

Thank you for the updates, Winstark Casino.

Dear Xtboy1, please let us know when you receive the payment. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Xtboy1,

Have you received your withdrawal from the casino yet?

Dear Xtboy1,

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.