Wintomato Casino - Player faces withdrawal issues.

First withdraw just need 1 minute for complete, but next withdraw take few hour and get rejected.

Dear kemalaliefedwan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thit is not my first withdrawal, my first withdraw just take 1 minute to complete.

Now they just reject my withdrawal requests

My transaction is get delayed because i just played using no deposit bonus. That is what they say to me.

They like to make promotion but they don't like the winner

I dont have multiple accounts

30 des i make new request for withdrawal but get rejected without reason.

31 des they banned my account.

Hi kemalaliefedwan,

Thank you for the clarification. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Was your account previously verified?

Looking forward to hearing from you.

No one use my email, im the only one use that.

Im use crypto for transactions so idont need verification , my first withdrawal just accepted without verification.

My next withdrawal just 1 day after first withdrawal completed

They can banned my account but they need to complete my withdrawal that rejected without reason.

I can submit verification documents if they wan it

I trying withdraw for multiple time but always get rejected.

If verification is the problem my first withdrawal must be get rejected to.

So i think the only reason why i got banned is because they doesn't wan to pay agan.

Thank you very much, kemalaliefedwan, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok

Hello kemalaliefedwan,

I am sorry to hear your account got blocked and you cannot withdraw your funds. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wintomato Casino representative to join this conversation and participate in resolving this complaint.

Dear Wintomato Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence of multiple accounts?

Thank you in advance for providing the information.

Kind regards,

Stefan

My withdraw is rejected with no reason before i got banned

Hello,

We are sorry to hear this, we explored your case and found that in your case the system detected multiple accounts and NDB assumption, that was the reason for withdrawal rejection;

Regards

Tomato Team

I just have one account and one device to use,

I'm asking on live chat and they say i need to wait longer because I'm NDB and then they rejecting my withdraw.

I make another withdraw request and get banned.

I don't make any other accounts, i can play on my account before I don't need to make another

If i detected have multiple accounts i must be banned at the time,

Saya hanya memiliki 1 akun bahkan hanya menggunakan 1 perangkat untuk mengakses situs wintomato. Pemblokiran adalah solusi dari permintaan penarikan saya?

We are sorry for the inconvenience, your ip matched with other NDB player and system banned the account automatically we took extra procedures; The limitation has been lifted after kyc completion;

Regards

WTM

Thank you sir , let me try to make new withdrawal request

All is good now , thanks sir

Hello kemalaliefedwan,

Do I understand the situation correctly, that you managed to withdraw the funds?

I am looking forward to your response.

Yes its clear now

Hello kemalaliefedwan,

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,

Stefan, Casino.Guru