Winstoria Casino - Player’s struggling to withdraw their winnings.

Hei

Kasino ei maksa pelivoittoani 300 euroa.Tili vahvistettu.

Eivät vastaa sähköposteihin.

Dear Pivi69,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

How many days ago was the account verified, please?

Hei

En osaa tarkasti sanoa mutta kotius pyynön olen tehnyt yli 2 viikkoa sitten.Tiilin vahvistamisesta en ole saanut mitään vahvistusta s- postilla huomasin sen kun kirjauduin tililleni ja kyselin kotiukseni kestosta

Thank you very much, Pivi69, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Pivi69,

I looked at your complaint and will do my best to help you. I would like to invite Winstoria Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Pivi69.

We have examined in detail the information on your complaint.

2022-03-29 you registered your Pivi69 account in our casino.

On 2022-04-26 you independently emailed the finance department to verify your account.

On 2022-04-26, the finance department requested additional documents from you to complete your account verification.

After receiving all of the requested documents, your account was verified on 2022-05-04, and you were notified via email.

Also while checking your complaint it was found out that you didn't request the withdrawal for the amount of 300EUR at all, and your game balance didn't exceed 55EUR during the game session, so you couldn't request the withdrawal for the amount you stated.

On the basis of the information indicated:

1) You passed the verification of the account according to the rules of the project.

2) You did not have the amount of 300EUR on your gaming account.

Ei titenkään näy kun sellaista vaihtoaehtoa kun odottavat kotiutukset ei kasinolla ole,ainoastaan hyväksytyt kotiutukset näkyvät tilihistoriassa mikä on jo sinänsä todella outoa. Kasino ei siis suostu vain maksamaan .epärehellisistä touhua kasinolta

Lisäksi vielä en ole saanut mitään s-postia casinolta saatikka vahvistusta

Dear Casino,

send me the player's gambling history to my email: viliam.v@casino.guru, please.

Dear William,

For providing information on your request the player Pivi69 should confirm the fact that he agrees to the disclosure of his game profile / personal information on your forum and trusts your forum.

After receiving the confirmation of agreement to the disclosure of information on the game profile / personal information by the player in this complaint - we will be ready to provide data on the player's account and his game history.

Dear Pivi69,

is it ok if the Casino will share with me your gambling history?

On ok

On ok

Sorry, but what do you mean by "on ok"? Is it ok or not ok?

Annan suostumukseni pelitietojeni jakamiseen

Dear Casino,

I'm waiting for the evidence.

Dear Viliam.

At your request, we provided the game history of player Pivi69.

The game history data has been sent to the email address that you provided: viliam.v@casino.guru

Dear Casino,

in the document, there are mixed formats in bets. One format is a number and one is a date. Please, correct the amounts to numbers and send it to me again. (see attached screenshot)

Thanks for your cooperation.

Dear Viliam.

Information on the provided data has been rechecked.

The actual data file of the game history of the player PIVI69 was sent to your e-mail: viliam.v@casino.guru

Dear Pivi69,

I can confirm that you never had more than €55 in your account. Why did you ask €300 from Casino, please? I'm afraid that I'll be forced to reject your complaint as unjustified.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.