Winstark Casino - The player's withdrawal is delayed.

Since January 26th I've been trying to keep my winnings and it's been delaying my withdrawal.

Since January 26th I've been trying to keep my winnings and it's been delaying my withdrawal.

Hello jjleal,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winstark Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick i accumulate Money on the 2 things On money the bonus and the money of my deposit.

26 Jan 2023 

Thu

13:24:44Withdrawal-500.00€26 Jan 2023 

Thu

10:15:04FirstDeposit25.00€

I have talk today about the money and it's pass 11 work days sens i toke the money out.

Can you please advise what kind of bonus did you use and if you have finished the wagering requirements?

Is your account verified and if yes, since when exactly?

Minha conta está verificada. envio um mail a dizer que pagamento vai ser efetuado hoje dia 16.02.2023

Hello Jose,

We hope our email finds you well.

We are happy to let you know that we'll be able to send your winnings this coming thursday.

Thank you for your patience and understanding.

So that you know we have started a massive $1M Superbowl tournament and we'd love to see you participate in it. A conta encontra-se verificada desde dia 26-01-2023 Obrigado Nick Jose Baumberg

We'll be giving you a boost to start with a free chip and a generous 200% WAGER-FREE bonus on your deposit.

See you online?

Best,

VIP Team,

Winstark

The email is from 12-02-2023

Obrigado mais uma vez. James 06:35

withdrawals take from 5-18 business days James 06:39

holly is your account manager

she is not available at the moment but she will email you

James 07:14

No worries Jose

The last mail it's the Your withdrawal from your Winstark account has been approved!

Your account manager will be in contact with you soon.

2 days ago.

26 Jan 2023 

Thu

13:24:44Withdrawal-500.00€26 Jan 2023 

Thu

10:15:04FirstDeposit25.00€

26 Jan 2023100.00€€WIREPart-accepted Missing 400 euros and today it's 18-02-2023 and the money it's not in my bank acc. Thanks for your's help Nick.

I got only 100 € the casino py me 100€ and toke 400€ away.

Can you please advise what bonus did you use? Is it possible to forward your deposit and bonus history to nikolas.b@casino.guru?

I have send a mail nikolas.b@casino.guru

Thank you jjleal for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jjleal,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winstark Casino to join the conversation and participate in the resolution of this complaint.

Dear Winstark Casino,

Can you please explain why the player has received only partial payment? Have you applied any 'maximum cashout' restrictions to the player's winnings from the bonus?

Thank you.

Kind 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.

I try to login and i cannot.

Dear jjleal,

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 consult the gambling authority that the casino is regulated by.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas