Winstoria Casino - Player’s withdrawal is delayed.

I made a withdrawal request on January 14, 2024! The casino is not responding to me, nor have I received any money.

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

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!

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.

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.

Could you please specify which games you played to accumulate your winnings? (which slots, which live games, betting on sports)

Wild Chase

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.  

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!

Hey! I have been discharged! The case can be closed.

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.

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.

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