Winstoria Casino - Player's withdrawal of winnings has been delayed.

They dont pay my winnings anymore. Its been six weeks and i havent heard anything

Dear vyrkkaukko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When was the last time you were in contact with casino support and what did you discuss?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

I asked today what is happening and answer was that there is some delays and some department accepts those manually. KYC is confirmed i have send all the documents they have wanted. i had active bonus but i didnt use bonus money. I won 864€ and first 500€ came within few days. Then nothing

Thank you very much, vyrkkaukko, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 vyrkkaukko,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Winstoria Casino to join the conversation and participate in the resolution of this complaint.

Dear Winstoria Casino, can you please provide an update on the status of the player's withdrawal request?

Best wishes,

Dominika

Casino.Guru

Dear vyrkkaukko,

We inform you that PLAYER15***89's account is under review by the Casino Risk Department.

You will receive a notification once your account has been reviewed by the Risk Department.

Thank you for your understanding.

Sincerely,

Winstoria Casino Risk Department.

The withdrawal was made 57 days ago, so friendly greetings are no longer enough.

Dear vyrkkaukko, has your account been reviewed yet, please?

Today I received an email saying that I have to repatriate the amount in two installments.

Please update us on your payment status after receiving your withdrawals. We'll contact the casino once again if you do not receive the payments.

Dear vyrkkaukko,

We inform you that an additional check of your account by the Risk Department was completed on March 7th.

2024-03-08 06:45:09 UTC+0 and 2024-03-12 09:00:09 UTC+0 you received notification via the email associated with your casino account that your payments for the amounts 200 EUR and 164 EUR successfully completed.

We ask you to confirm receipt of payments.

We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 2024-03-13 10:53:10 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.

Yes i did get the money but didnt get any email about closing my account

Dear vyrkkaukko,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Dominika

Casino.Guru