The player from Finland had experienced withdrawal delay issues with an online casino. He had made a request on January 14, 2024, but had not received a response or the requested funds from the casino. The player had confirmed that his account wasn't blocked and that he had passed the KYC verification process. The casino had informed the player that his account was under additional check by the Risk Department, which had been completed, and his withdrawal was paid on March 8th. The casino also decided to close the player's account without the right to reopen. We had marked the complaint as 'resolved' after the player confirmed receipt of his funds.
Winstoria Casino - Player’s withdrawal is delayed.
Amount: €32
Winstoria Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
I made a withdrawal request on January 14, 2024! The casino is not responding to me, nor have I received any money.
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9 months ago
Dear nikoaropelto,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winstoria Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you lost access to your casino account?
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Hey! My casino account is not blocked! It had to be put in so that I could move forward in the appeal. I hadn't cashed out from that casino before. KYC verification passed!
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9 months ago
Thanks for your reply.
When was the last time you were in contact with casino support?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
If there are any emails the casino didn't respond to, please forward the most recent ones to me as well.
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9 months ago
Translation
I've asked the chat a few times about the situation, but I've been told to just wait! I don't have any chat history saved. This email has not been answered.
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8 months ago
Could you please specify which games you played to accumulate your winnings? (which slots, which live games, betting on sports)
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8 months ago
Thank you very much, nikoaropelto, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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8 months ago
Hello, nikoaropelto!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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8 months ago
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Hey! I have been discharged! The case can be closed.
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8 months ago
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.
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8 months ago
Dear nikoaropelto,
We inform you that your account was on an additional check at the risk of the department, of which you were notified by email (nikoaropelto1@gmail.com) linked to your casino account.
Additional check of your account by the Risk Department was completed and your withdrawal was paid to you on March 8th.
2024-03-08 08:55:10 UTC +0 you have received a notification via the email associated with your casino account that your payment of €32 has been successfully completed.
We ask you to confirm receipt of payment.
We also inform you that your account is closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-08 09:03:17 UTC+0, in accordance with clause 14.5 of the casino rules:
- Winstoria, in turn, reserves the right to close your account at any time, terminate the Terms of Use and provide you with written notice using the contact information in your account.
The casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.
This decision is final and cannot be changed.
All actions regarding your account are carried out strictly within the framework of the rules of our project.
Sincerely,
Winstoria Casino Risk Department.
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8 months ago
Dear nikoaropelto,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not 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.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
