Winstoria Casino - Player believes that their withdrawal has been delayed.

Hello,

I made a withdrawal at the casino at the 1st of December. From the next day, the status of this withdrawal is unknown, the field in the wallet is blank. I contacted the live chat at the 2nd of December to ask them what is the status of this withdrawal and they told me that the amount has been paid from the casino and I should received the funds within 48 hours and If I don't receive them to contact them again. Today it's the third day and no funds have been received. I contacted them again and they told me that the withdrawal is processing and I should wait, meaning that I did not get a clear response. I don't know when I am going to receive these money, there is no clear update on when the withdrawal will be completed or why it's taking so long.

Dear noname98,

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

Dear noname98,

Have you received your withdrawal from the casino yet?

Dear noname98,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.