Winstark Casino - Player's withdrawal was delayed.

I requested my withdrawal on 10/23/2023 I have been kyc verified and I've also read winstark terms and conditions . I will attach what I found ... It states withdrawals take 7 business days unless it's from free chips or free spins bonus ..I'm a depositing customer never received free chips nor free spins

Dear tifflong1712,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Everything has been verified ...there isn't any reason I should still be waiting

As a matter of fact I was promised my withdrawal request by this weekend and guess what I do not have it ..

i wanted to add this info as well my transaction history my withdrawal request and the email stating I was verified ..

Update I received 90.00 of my withdrawal request which was 150.00 ...the reason for that is they said in there terms and conditions that Max withdraw is 10% of your deposit but Im attaching the terms and conditions I do not read that correct me if im wrong .



Dear tifflong1712,

Have you received your withdrawal from the casino yet?

I did receive 90.00 of the 150.00 I actually won ..

Thank you for your reply, tifflong1712. Have you accumulated your winnings with or without an active bonus?

Did the casino support inform you that you can withdraw only 10% of your deposit? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi no I did not receive any bonus nor free chips or spins .. I won from a deposit of 9.00 I requested a 150.00 withdraw while that withdraw was pending. I deposited 20.00 20.00 10.00 & 10.00 .... Before I received 90.00 of the 150.00 I requested .. and they said it was a 10× Max withdraw I misread and thought it was 10% ... I still did not receive any kind of bonus nor free chips nor spins and deposited another 60.00 while I waited .. and they still only gave me 90.00 of the 150.00 I won. . Yes I will send out communication

I understand. I checked the General T&Cs and I found this:

"5.8. All Deposits of 249 USD/EURO/GBP/AUS or less have a max withdrawal of 10X the deposit for that specific play session (all other currencies pegged to USD). Once a withdrawal is approved, the casino applies the 10X rule and corrects the withdrawal to accurately reflect the 10X rule. The remaining funds are deemed 'Non-Withdrawable' and are cleared from the player's balance. Deposit bonuses used during a play session that results in a pending withdrawal request, are also 'Non-Withdrawable' and can be deducted from that particular pending withdrawal."

I would like to emphasize that we consider such rules to be unfair and predatory according to our Fair Gambling Codex. We accept bonus T&Cs that restrict the maximum cash out from a bonus play, however, casinos should never limit winnings accumulated by players' raw deposits.

Thank you very much, tifflong1712, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 tifflong1712.

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Winstark Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi tifflong1712.

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. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter