The player from Finland had deposited 30€ and won 83€ at Winstoria Casino. The player hadn't received the withdrawal or any communication from the casino. After the player lodged a complaint, we had engaged the casino representative who informed us that the player's account was under review by their risk department. The casino then sent an email to the player with instructions to expedite the withdrawal process. The player confirmed receipt of the payment, and the issue was marked as resolved.
Winstoria Casino - Player’s withdrawal is delayed.
Amount: €82
Winstoria Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
I deposited 30e at Winstoria on 11.1.2024, and withdrew 83e.
There were no bonuses or free games involved. They still haven't paid and have not provided any explanation as to why?
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9 months ago
Hello jmlgamebox,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winstoria Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
My account has been verified. I started playing there in December 2023. I have made successful withdrawals from the casino before. I played this win with real money, there were no bonuses or free spins involved. I have sent an email about it, but it has not been answered.
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8 months ago
Hello jmlgamebox,
Can you please forward a screenshot of the pending withdrawal and the communication between you and the casino to nikolas.b@casino.guru?
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8 months ago
Translation
Casino has not responded to my email. In the chat they say there is a traffic jam.
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8 months ago
Thank you jmlgamebox for all the information provided. I will now forward your complaint to my colleague Katarína (katarina.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Dear jmlgamebox,
My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Winstoria Casino representative to join this conversation.
Dear Winstoria Casino, could you please provide more information about this case?
Looking forward to your reply,
Katarina
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8 months ago
Dear jmlgamebox,
We inform you that your account is being checked by the risk department of our casino
2024-03-07 11:04:34 UTC +0 An email was sent to you from our financial department to the email address that is linked to your casino account.
Please follow the instructions provided in the email to expedite the processing of your withdrawal requests.
All actions regarding your account are carried out strictly within the framework of the rules of our project.
Sincerely,
Risk department of Winstoria Casino.
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8 months ago
Dear Winstoria Casino ,
Would you please share with us on how long is this player going to be reviewed by your casino’s risk department?
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8 months ago
Translation
The payment has arrived in the account today.
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8 months ago
Thank you, jmlgamebox, for letting us know and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
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.
