The player from Germany has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Winstoria Casino - Player’s withdrawal has been delayed.
Amount: €2,000
Winstoria Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have requested a total of 5 withdrawals, each with 400 euros. That's a total of 2000 euros. According to the finance department, the first payment was released on May 1st and should be in my account in 1-3 bank days. To date I have not seen any money coming in. I keep asking where the money is and I always get asked
Customer service asked to write to the finance department. I didn't get a reply from the finance department either. Now out of the 5 payouts a total of 3 have been released and 2 are still pending. I have a feeling the money will not arrive from what I can read here. Please help.
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1 year ago
Dear King10k,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
Thank you for your message. I have been successfully verified. I also received an email from Winstoria's finance department at the beginning of last week that they had released the first amount or payout and that a payout can take 3-5 days for the money to arrive. Well today is Monday and I still see that my withdrawal has the status "in processing". I submitted the payment request on April 28th.
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1 year ago
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Update: see picture got an email today. It's funny that the money was transferred on May 1st and hasn't arrived to this day.
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1 year ago
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Update: open amount that I didn't get: 1200 euros. 3 payouts. These were also processed but there is no money
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1 year ago
I fully understand your frustration, King10k. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your remaining withdrawals. Thank you in advance for your patience.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, King10k, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
