Winstoria Casino Review

The player's withdrawal was allegedly processed at the end of February 2022, but the payment was not credited to his bank account. The casino provided us with the data showing that the casino/its payment provider successfully sent the payment, and it was not rejected or reversed. On the other side, the player provided us with the data that confirms the player's bank account was not credited with the disputed amount. In addition, the player requested a chargeback, which was denied first, and the outcome is unknown. After gathering all the necessary data and information, the player decided to submit a complaint directly to the regulator and we were waiting for its final decision. Later, we received an update from the casino, and the complaint was reopened. It turned out that the player likely has not submitted the complaint to the regulator, but the casino reconsidered the decision and re-issued the payment to an alternative payment method. The complainant has confirmed that the payment was successfully received. The complaint was resolved almost a year after it was submitted.

The player's account was closed for having multiple accounts. The casino provided us with evidence about two accounts being funded with the same payment method. We concluded the Casino acted correctly and we rejected the complaint as unjustified.

The player from Austria played with a bonus link from a partner website, but his winnings have been reduced. There was some confusion regarding the specific terms of the bonus, which the casino stated was different from the standard terms posted on their own website. The terms were not published on the partner website. The casino decided to reinstate the player's winnings and told the player that they could make the withdrawal. The player became unresponsive after this, so even though it seems the matter was resolved, the complaint was rejected.A short time after, the player contacted us to let us know that the matter was resolved.

The player requested a refund after losing his funds because he should be blocked from the casino group. Although the player had his account in the sister casino closed due to a gambling problem, the gaming authority does not require enforcement of the rules at sister casinos. The complaint was rejected because the casino acted correctly within its responsible gaming policy and closed the player's account.

The player from Finland had faced a delay in receiving a withdrawal of 35€ from an online casino. Despite there being no bonuses or free games linked to this withdrawal, the casino had not processed it and had not provided an explanation for the delay. After the player contacted the casino, they were informed of a traffic jam, but no further explanation was given. Following intervention by our complaints team and communication with the casino, the player had received the withdrawal. However, the casino subsequently closed the player's account. The issue had been marked as resolved following the successful payout.

The player from Finland had made a withdrawal request on January 13, 2024, but had not received the funds. Despite his account having been KYC confirmed and previous withdrawals having been processed in a couple of days, the casino had frozen his account without explanation. After 39 days and intervention from the Complaints Team, the casino's risk department had conducted an additional check and paid the withdrawal on March 8th. The casino had also closed his account permanently without the right to reopen. The player had confirmed the receipt of his payment, resolving the issue.

The player from Finland had been experiencing delayed withdrawal for over a month. The player had confirmed that his account was verified and the winnings were without a bonus. The casino had stated that the player's account was under review by their risk department. After two months, the casino confirmed that the player's withdrawal had been paid and his account had been closed following a decision by the administration. The player had confirmed the receipt of his winnings. The issue had been resolved as the player received his funds, but his account remained closed as per the casino's decision.

The player from Finland had had a withdrawal issue with IceBet Casino, which had taken over a month to resolve, despite the usual 1-3 business days timeframe. His account had also been disabled with a notice of 'gambling addiction'. The player's winnings of 36€, earned with his own money, had been stuck in 'pending' status. We had invited IceBet Casino's representatives to join the discussion. The casino had informed the player that his account was under review by their risk department. After some time, the player confirmed that the casino had paid him the 36€. We had marked the complaint as 'resolved'.

The player from Slovenia had lodged a complaint about a delay in his withdrawal process, which contradicted the casino's stated 24-hour processing time. He had also expressed dissatisfaction with the casino's lack of response and responsible gambling tools. We had advised him to be patient and wait for at least 14 days after requesting the withdrawal before escalating the issue. The player later confirmed that the casino had released the withdrawal and the funds were in his account. We had subsequently marked this complaint as 'resolved'.

The player from Brazil has received no response from the casino's finance department after providing their bank details a week ago. This has resulted in an inability to withdraw funds. The casino's chat service has also been unhelpful, only advising to wait with no active help on their case.

The player from Germany deposited 50 euros and won nearly 7700 euros. She verified her account and requested two payments of 400 euros each. However, her account is now deactivated, and she is unable to receive assistance through chat or email. The issue has been resolved successfully.

The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Rhineland-Palatinate has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Finland is experiencing difficulties withdrawing their winnings due to ongoing verification. The player's account has been verified and then the player confirmed that he has received the payment.

The player from Finland has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player's withdrawal is delayed due ongoing verification. The casino asked the player to send them some outstanding documents for verification purposes. The player sent everything to the casino and then the account was successfully verified and the player received their payment a short time thereafter.

The player's account got closed and balance voided without any explanation. The complaint was resolved after the player received back his deposited amount. His account got blocked due being self excluded in a sister casino.

The player from Greece was experiencing difficulties withdrawing his winnings due to ongoing verification. The casino asked the player to send them some outstanding documents regarding the player's bank accounts. The player sent everything to the casino and then completed further verification via a video call. The account was then successfully verified and the player received their payment a short time thereafter.

The player from Greece is experiencing difficulties withdrawing his winnings probably due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany had their bonus winnings capped to the amount that was available right after completing bonus wagering requirements. Although the player had his winnings already available in a real money balance, the casino confiscated a significant part of his winnings. The complaint was closed as ‘unresolved’ because we did not agree with the casino's decision and considered it unfair. Later, based on the update received from the casino, we reopened the complaint. The casino reconsidered its decision, return the confiscated winnings to the player, and he confirmed a successful payout of the funds after more than a year. The complaint is resolved.

The player from Greece had his bonus winnings capped to the amount that was available right after completing the bonus wagering requirements, despite earning approximately 10x more after continuing playing with these winnings. The complaint was first closed as ‘unresolved’ because we did not agree with the casino's original decision and considered it unfair. Later, based on the update received from the casino, the complaint was reopened. The casino reconsidered its decision and decided to restore the player's confiscated funds. More than 13 months after the player submitted the complaint, he confirmed a successful payout of the disputed winnings. The complaint is resolved.

The player from Germany played with a loyalty points, however only part has been converted to real winnings. Despite the fact that the casino's bonus system is very confusing and player unfriendly, the complaint became resolved because the player accepted the casino's offer.

The player from Germany had his winnings capped. We closed the complaint as ‘unresolved’ because we couldn't accept the casino's decision and found it unfair. Eventually, we reopened the complaint as per the casino's request and the issue was successfully resolved. The player got their winnings back.

The player's balance was confiscated due to a bonus terms violation. After a closer investigation of the relevant evidence, it became clear that the player, in fact, had not breached any rules. The casino returned the confiscated funds to the player's gaming account. The player successfully withdrew the funds.

The player from Finland had won money via a welcome bonus at an online casino. The first withdrawal had been successful, but subsequent attempts were delayed due to KYC-related verification. Despite multiple messages, the issue was still unresolved. The player had then reached out to the Complaints Team, who had contacted the casino to inquire about the delay. The casino had responded that the player's account had undergone additional checks by the risk department and that the withdrawal requests were processed in three smaller amounts. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino also had informed the player about the closure of his account, which was done in accordance with their rules.

The player from Finland had had an issue with Stelario Casino regarding a withdrawal made on January 8, 2024, which he hadn't received. His account had been confirmed on December 1, 2023, and his winnings had been accumulated with real money. The casino had informed him that his account was undergoing an additional check by the Risk Department. After our intervention, the casino had instructed the player to divide his withdrawal into two parts of 197€ each. Following these instructions, the player had received the funds in his account, hence resolving the issue.

The player from Finland had not been able to withdraw their balance of 43€, which had been deposited to Stelario without the use of any bonus. The casino had provided no explanation. The player's account had already been verified and he had made successful withdrawals in the past. The Complaints Team had invited the Stelario Casino representative to the conversation, who had informed that the player's account was under review by their risk department. Later, the casino had confirmed that the additional check was completed and the player's withdrawal had been paid. The player had confirmed receiving the payment, however, his account had been closed by the casino's administration. The issue of the withdrawal had been successfully resolved.

The player from Finland submitted a withdrawal request in January 2024, but the casino did not respond and no funds were received. After the player contacted the Complaints Team, it was established that the player's account was not blocked and he had made successful withdrawals previously. The player also confirmed he passed the KYC verification. The casino was asked to explain their side of the situation and they informed that all the player's withdrawal requests were successfully completed. The player confirmed the receipt of his funds, leading to the resolution of the complaint.

The player from Finland had reported that he had requested a withdrawal a month prior but the casino had not been responding to his emails and he hadn't received his payout. He had confirmed that he had made successful withdrawals in the past, passed the KYC verification, and won without an active bonus. The Complaints Team had contacted the casino and asked for clarification. The casino had responded that they had completed an additional check on the player's account and confirmed that payments had been made. The player had confirmed receipt of the payments, and the Complaints Team had marked the complaint as resolved. The casino had also informed the player that his account was closed without the right to reopen, in accordance with their rules.

The player from Finland had trouble accessing their winnings after their account had been unexpectedly closed. The incident had occurred despite having successfully verified their account and complied with the casino's terms on January 7, 2024. The player had made successful withdrawals from the casino in the past. After a series of communications with the casino and the complaints team, the casino had confirmed that the player's account had been successfully verified and winnings would be paid according to the casino's rules. The player later confirmed that they had received their winnings. The issue was thus resolved successfully.

A fully verified player from Germany had been unable to withdraw 500 euros since December 24th, 2023. Despite daily emails, the support staff made no progress and continually redirected the player to the finance department. The player confirmed that they played with real money and their account was verified. The casino claimed the withdrawal was processed and asked for a bank statement to confirm. The player provided the requested document and later confirmed that the payout had been received. We therefore marked the complaint as resolved.

The player from Argentina had requested a withdrawal less than two weeks prior to submitting their complaint. Their money hadn't been received at that time. The Complaints Team had advised the player to wait at least 14 days after the withdrawal request before submitting a complaint. The player had confirmed that they completed KYC verification, and later reported having received a partial refund of 400 Euros, cancelling the rest due to frustrations with the casino's slow processing and customer service. Consequently, the Complaints Team had marked the complaint as resolved.

The player from Germany had his withdrawal canceled due to payment provider limitations. The player was able to request several withdrawals. The player confirmed he received a withdrawal, while played down the rest of his winnings

The player from Italy was experiencing difficulties withdrawing his funds. The casino needed specific documents to complete the player's verification. Shortly after he provided the casino with the requested documents, the withdrawal was successfully processed. The complaint is resolved.

The player from Poland has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany struggles to finish the verification process as it requires a skype call in English. Eventually, the player managed to finish the verification and withdraw her winnings. The issue was resolved.

The player from Germany has requested a withdrawal two weeks ago. Unfortunately, the payment seems to be delayed. Even though the player's account was eventually blocked, the issue was successfully resolved and he got paid in full.

The player from Finland had reported an issue with a delayed withdrawal from an online casino. He had made a deposit and later requested a withdrawal, but the payment had not been processed and no explanation had been provided. The player had previously made successful withdrawals from the same casino. After the player had lodged a complaint, we had invited the casino to clarify the situation. Subsequently, the player confirmed that he had received his payment, but his casino account was closed immediately afterwards. We had marked the complaint as 'resolved' and thanked the player and the casino for their cooperation.

The player from Finland had had a pending withdrawal request from Smokace Casino since January 11, 2024, despite his account having been verified since December 3, 2023. He had played using his own money, not a bonus. The complaints team had invited the casino's representatives to address the issue, but had received no response despite multiple attempts. Consequently, the complaint was marked as 'unresolved', which could have potentially affected the casino's rating negatively. The player had been advised to contact the Curaçao Antillephone N.V. Gaming Authority for further help. Later, the casino had reopened the complaint, stating that the player's account was under review and confirmed that all funds had been paid to the player on March 7, 2024. The player had confirmed receipt of payment, leading to the complaint being marked as 'resolved'.

The player from Cyprus had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player about the usual delay in withdrawal processing, possibly due to KYC verification or high withdrawal request volume. They had urged the player to wait at least 14 days post withdrawal request before filing a complaint. The player later confirmed that the issue had been resolved and both withdrawals had been completed.

The player from Finland had had a withdrawal pending for over a month. The player confirmed that his winnings had been accumulated without an active bonus. The casino stated that the player's account had been under review by their risk department. After further communication, the casino confirmed that the additional check had been completed and the player's withdrawal requests were being processed. It was also mentioned that the player's account had been closed by the administration without the right to reopen. The player confirmed that he had received all of his payments. Consequently, we marked the complaint as 'resolved'.

The player from Greece had been unable to make a withdrawal as the casino had requested proof of a card previously used for deposit, which had been lost and canceled six months prior. Despite having had all his other documents verified and being fully KYC verified at other casinos within the same provider, this issue had persisted. We had suggested the player to obtain an official document from his bank proving the card's ownership. The issue was later resolved after the player had communicated with the casino, and his withdrawal was processed successfully. The complaint was subsequently marked as 'resolved'.

The player from Brazil had been unable to withdraw his winnings due to the casino's requirement for a screenshot of his bank account number and Pix account details, a request his bank did not permit. Later, the player confirmed receipt of his winnings. We had marked the complaint as 'resolved' in our system.

The player from Germany had requested three withdrawals after winning €3,000, only to discover his account had been blocked under the suspicion of gambling addiction. The player refuted the claim of addiction and insisted this was a reaction to his first major win on the site. He had also mentioned a deposit issue that the casino claimed not to have received. We had requested evidence from the player to validate his claims. Eventually, the casino had contacted the player and resolved the issue. The player thanked us for our assistance in resolving the matter.

The player from Greece had been unable to withdraw his winnings of 740€ due to an ID verification issue. Despite his numerous attempts to contact the casino, he hadn't received a satisfactory response after a week. After the player lodged a complaint, we had intervened and contacted the casino to help resolve the issue. Consequently, the casino verified the player's account and he had been able to withdraw his winnings. The player had confirmed that the issue had been successfully resolved.

The player from Germany had participated in a tournament at the casino and secured fourth place in October, but had not received the winnings. The casino's Risk Department acknowledged the oversight and confirmed that the player's tournament prize had been credited to his game balance relatively shortly after we invited the casino representative to the thread. The player had confirmed the receipt of his winnings, thus resolving the complaint.

The player from Finland had deposited 25 EUR at Smokace Casino using Litecoin, but had only received 24.80 EUR. He had requested a refund for the fee, but the casino had refused and suspended his account citing "problem gambling". Despite his attempts, the casino had not responded to his emails. After the issue was raised with the casino by the Complaints Team, the casino had stated that they had requested the player's cryptocurrency wallet address for refund but had received no response. The player had denied receiving such an email. After he provided his wallet address, the casino refunded the amount of 24.8 EUR. The player had confirmed the receipt of the refund, and the issue was marked as resolved by the Complaints Team.

The player from Germany had won €2650 after depositing €350, but his account was locked and closed during the withdrawal process due to 'security reasons'. After a series of communications, it had been revealed that the player had self-excluded from a sister casino of the online casino in question. As per casino rules, the winnings had been voided and the account was closed. However, after mediation by the complaints team, the casino had agreed to refund the player's initial deposit of €350. The player had confirmed receipt of the refund, resolving the complaint.

The player from Portugal faced issues when he tried to withdraw money from the online casino due to ongoing verification. After some time, the issue had been successfully resolved and the player was able to withdraw his money.

The player from Poland reports their Smokace Casino account was closed due to a supposed residency in Ukraine, a country on the casino's restricted list. However, the player resides and plays from Poland, which is not a prohibited country. The account balance at the time of closure contained 914 EUR. Later, the casino reconsidered its decision and paid out the remaining balance to the player's payment method. The complainant subsequently confirmed it. The complaint is resolved.

The player from Hamburg has requested a withdrawal less than two weeks prior to submitting this complaint. The player later informed us that he received his winnings and the complaint could be closed as resolved.

The player from Brazil had won €6,500, but when he attempted to withdraw €1,950, the winnings vanished. The player had fulfilled all wagering requirements and had his account verified prior to winning. After a series of communications between the player, the casino, and the complaints team, the casino decided to refund the full amount of €6,507 to the player's account. The player confirmed the receipt of the funds and expressed his gratitude to both the complaints team and the casino. The issue had been successfully resolved with the player receiving his winnings.

The player from Argentina had his account blocked due to gambling addiction as well as money laundering. After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The Player from Finland has had his winnings of approximately 1430€ withheld and his account has been disabled due to alleged gambling addiction. The player confirmed his account was verified and his withdrawal from the casino was successful.

The player from Argentina had his account blocked and the withdrawal request was refused. The casino claims the account was blocked due to fraud. The player insists on having been fair and wants to withdraw about 600,000 pesos. After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The player from Argentina made an attempt to withdraw her winnings via Skrill. However, the account has been disabled citing gambling addiction without any request for self-exclusion from the player. The Casino support said this was an administrative decision but offered no further explanation.After our intervention, we managed to find a compromise with the casino to pay the player their winnings and the player's account will be then closed. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved.

The player from Argentina had his account blocked without further explanation. As the casino decided to reconsider its initial statement, we ended up closing this complaint as resolved because the player's account had been reopened and the winnings reinstated.

The player from Greece has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Rhineland-Palatinate submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Germany was denied access to her account based on her location. After reaching out to the support, she was encouraged to use location-changing software to bypass the ban, which she deemed fraudulent. The player insists on refunding her losses amounting to around 6900 Euro. The player later confirmed that the issue was resolved.

The player from Denmark had his account at WinDetta Casino closed, citing 'gambling addiction', despite having previously clarified that he had never self-excluded due to a gambling addiction. His balance of 2000EUR was retained, while his initial deposit of 75EUR had been refunded. He also cited an incident with another casino belonging to the same owner/operator. The player had argued that he was unaware of the connection between the two casinos. After a lengthy discussion with the Complaints Team and the casino representative, the casino had decided to refund the disputed amount. The player had confirmed receipt of the funds, and the issue had been marked as resolved.

The player from Poland had experienced a delay when she tried to withdraw her winnings from WinDetta, despite having followed the site's process and provided all necessary verification. The player had been waiting for three days and her withdrawal was still pending. We had advised the player to wait for 14 days before escalating the complaint, as it was common for withdrawals to take some time to process. The player agreed to wait and later confirmed that her issue had been resolved. Consequently, we had closed the complaint as 'resolved'.

The player from Cyprus had complained about the cancellation of his bonuses (worth €450), which he had accumulated from his own deposits, by the casino for alleged violation of the bonus terms. The player had claimed that he had no active bonus at the time of playing, making the cancellation of his bonuses unjust. The casino had insisted that the bonuses were cancelled due to the player's delay in activating them, as each game provider had its own rules regarding the timeframe for activation of bonus rounds. After a series of discussions, the casino had agreed to refund the amount of the player's deposits (€190) as a sign of loyalty. The player had confirmed the receipt of the refund and requested the complaint to be marked as resolved.

The player from Germany had had concerns about a pending payout of 500 Euros at WinDetta Casino. Despite having provided all necessary documents for account verification, he hadn't received a response. However, after our team had explained the usual processing time for withdrawals, the player had agreed to wait for 14 days. Subsequently, the player had confirmed that his payout was approved, leading to the resolution of the issue.

The player from Poland claims that their Windetta casino account was closed due to supposedly being a resident of Ukraine, a country on the platform's prohibited list. However, the player insists that they reside in Poland (a country not on the list) and have provided appropriate documentation to verify this. The player's balance of 563 EUR is in jeopardy due to this alleged mix-up. Later, the casino reconsidered its decision and paid out the remaining balance to the player's payment method. The complainant subsequently confirmed it. The complaint is resolved.

The player from Brazil made a deposit of 50 reais via Pix. However, the deposit was not processed within the specified time and the money has been deducted from his bank account. Despite reaching out to their chat, he was informed the payment was not received. The player later confirmed that the deposit was processed successfully, therefore we marked this complaint as resolved.

The player from Greece had his account closed due to gambling addiction, although he never self-excluded from the site. The user was self-excluded from several sister casinos of Windetta Casino in the past, and therefore, the exclusion was applied to all casinos operated by the same owner. He did not notice this casino is one of them. However, the casino was later able and willing to reconsider its decision and decided to pay out the player's disputed winnings, which was already confirmed by himself. The complaint is resolved.

The player from Finland had been waiting for his withdrawal request of €700 to be processed for three weeks. Winlegends casino initially asked for additional KYC documents but then stopped responding. An additional 200€ was also pending withdrawal. The player had provided all necessary KYC documents, and after our intervention, the casino had processed the first withdrawal. Subsequent withdrawals of €220 and €500 were also pending, but eventually, the player confirmed that all withdrawals had been received. The issue was thus resolved successfully.

The player from Finland had made a withdrawal request on 23.1.2024. He hadn't received the funds and the casino hadn't communicated with him about it. After he had submitted his complaint, we had asked for additional information regarding his past transactions, KYC verification, and the games he had played. He had confirmed that he had successfully withdrawn in the past, passed the KYC verification, and had played the game "Wild Chase". We had then invited the casino to share their side of the story. However, before the casino had responded, the player had informed us that he had received his funds. We had confirmed with the player that he had received all his withdrawals, and with his confirmation, we had marked the complaint as 'resolved'.

The player from Finland had been waiting for a withdrawal process to complete for over a month. The player's account had been reviewed by the casino's risk department. The casino had confirmed that two payments of 200 euros each were successfully completed and had asked the player to confirm receipt. The player had initially reported not receiving all the payments, but later confirmed that all the money was received. The casino had also informed the player that his account was open and had requested him to withdraw the remaining balance. The issue had been successfully resolved with the player confirming receipt of all his winnings.

The player from Finland had had an issue with a delayed withdrawal of his 22€ winnings from an online casino. The withdrawal had still been marked as "pending" despite exceeding the normal timeframe, and he had experienced similar issues with the casino's sister companies. His account had been verified, and the winnings had been accumulated using his own money. After his communication with the casino and the Complaints Team, the player had confirmed that the issue was resolved and his withdrawal had been successfully paid out. We had marked the complaint as 'resolved' in our system.

The player from Finland had won 511€ after making a deposit with a bonus. Despite submitting all required documents, except one that wasn't provided by the player's bank, the KYC team had not approved the withdrawal. After waiting longer than the 14-day approval window, the player's inquiries remained unanswered and the live chat continued to advise patience. After resubmitting the documents, she confirmed that the issue had been resolved as she received her winnings. We marked the complaint as 'resolved'.

The player from Greece faced an issue with identity verification, specifically a discrepancy related to his date of birth, despite everything being correct according to the player. After providing all requested documents, the player was initially unable to complete the verification due to a lack of response from the casino's KYC department. The player also experienced delays in the payment method verification process. However, after further communication and guidance from the Complaints Team, the player's account was eventually verified, enabling him to withdraw his earnings. The issue was resolved.

The player from Sweden had faced issues while withdrawing his funds from an online casino, despite going through multiple verification processes. The casino had requested additional documents, which were to be manually created by the player's bank. This had resulted in the withdrawal being pending for approximately 90 hours. However, after the player's repeated communication with the casino, his withdrawal had been approved and processed. The complaint had been closed as 'resolved' by the Complaints Team.

The player from Greece had faced an issue with an online casino where, after making two deposits and winning €200 on his second one, his account had been blocked without explanation. The player hadn't indicated any gambling issues and hadn't requested self-exclusion from the casino or any sister casinos. He had also completed the identification process at the casino before requesting the withdrawal. The casino had claimed that the player's account was closed due to 'bonus abuse' at a sister casino and that he had bypassed the blocking system by registering with different data. However, the player had disputed these claims and provided evidence that he used the same personal details for registration. After intervention by the Complaints Team, the casino had decided to pay out the player's winnings and the issue had been resolved.

The player from Argentina was experiencing difficulties completing account verification. According to available information, the case was initially closed as unjustified. Later, based on the message received from the player, the complaint was reopened. The casino reconsidered its decision to confiscate the complainant's balance and made him an offer with special terms. The player accepted the offer and managed to accumulate winnings in accordance with the casino's instructions. Although the casino decided to close the account, it fulfilled all the obligations toward the player and paid his winnings out, so we accept its decision. The complaint is resolved.

The player from Argentina was experiencing difficulties withdrawing his winnings due to awaited Skype call verification. The player has received the payment, and the complaint was closed as "resolved".

The player from Germany had successfully wagered a bonus and withdrawn part of the win, continuing to play with the remaining funds. However, despite the bonus no longer being active, the casino had decided to limit the withdrawal to 10,000€, not considering the player's subsequent win. The player had complained about this decision, arguing that the bonus rules should not have applied to his balance after the wagering was completed. After a lengthy discussion with the casino, the casino administration reviewed the case and decided to return the written-off amount of 21,218€ to the player's game account. The player had confirmed the receipt of the money and the complaint had been marked as 'resolved'.

The player from Poland is struggling to receive his winnings due to the unfinished verification process. He provided various documents, but the casino keeps asking to send more. After some time player provides all the necessary documents for verification and he received his winnings.

The player from Finland had deposited money to AllReels Casino and won. After successfully completing the necessary account verification, the player had not heard back from the casino regarding his withdrawal inquiry and was seeking assistance. The player confirmed that his identity documents had been approved and he had sent all the required documents. The casino had informed the player that his account was being checked by their risk department and his withdrawal requests were being processed. Eventually, the player confirmed that he had received his winnings. We had helped facilitate communication between the player and the casino, leading to a resolution of the issue.

The player from Finland had won a large sum at an online casino and due to the withdrawal limit, had to withdraw in parts. The initial withdrawal had been approved, but the risk department had intervened upon the second withdrawal attempt and from then on, the winnings were withheld. We had contacted the casino for clarification and they had confirmed that the player's account was being checked by their risk department. The casino then proceeded to release the funds in parts, adhering to their terms and conditions. The player had confirmed the receipt of all his winnings, successfully resolving the issue.

The player from Finland had deposited 30€ and requested a withdrawal of 39€. However, the payment hadn't been made and no explanation had been provided by the casino. The player had confirmed his account was verified and that he had made successful withdrawals in the past. The casino had responded that the player's account was under additional check by the risk department. After the casino's risk department had completed their review, the withdrawal was processed. The player had confirmed that he received his funds, resolving the issue.

The player from Finland had requested a withdrawal in January 2024 but had not received the funds and had received no response from the casino. The player had confirmed that his account was not blocked, and he had passed the KYC verification. He had also clarified that he had previously made six successful withdrawals. Despite several inquiries to the casino's chat support, he had only been told to wait. The casino later confirmed that the player's payment of 200 EUR had been successfully made and that three more withdrawal requests of 200 EUR each were being processed on an individual schedule. After some time, the player confirmed that all his withdrawals had been paid to his account. We had resolved the issue by facilitating communication between the player and the casino, which resulted in the successful payment of the player's withdrawals.

The player from Finland had requested a withdrawal of €92 over a month ago after making a deposit and winning at the casino. Despite multiple communications with the casino, the withdrawal had still been pending. The player had passed KYC verification and had made successful withdrawals in the past. After the Complaints Team intervened and contacted the casino, an additional check had been conducted by the casino's Risk Department. The casino had confirmed that the payment was completed and the player's account was closed as per their administration's decision. The player had confirmed receipt of the payment, successfully resolving the complaint.

The player from Germany, despite a verified account, is unable to access the account and withdraw winnings. The casino support has not responded to the player's queries. After the player's account had been successfully verified, the player confirmed receipt of the payment, so we closed the complaint as resolved.

The player from Russia lodged a complaint against Allreels Casino for cancelling his withdrawal. An initial claim by a chat agent about processing a transaction turned out to be false, with no reason provided for the cancellation. The player confirmed his withdrawal was successful.

The player from Germany encountered issues with her withdrawal after winning 2000 euros. The casino requested additional documents for verification and also conveyed that a check of her gaming session was needed. We contacted the casino, and it informed us that the payout was split into installments, later the player was notified about the exact dates when the payment were to be processed. Later, the player confirmed receiving the whole amount of her withdrawal requests, so we closed the complaint as resolved.

The player from Austria had her bonus winnings capped. We closed the complaint as ‘unresolved’ but after the casino decided to reconsider its decision and pay the player, the complaint became resolved.