The player from Ukraine had deposited $52 but was unable to place bets or play games. He had requested a withdrawal which was confirmed, but after two weeks, he hadn't received his funds in his crypto wallet. Despite his multiple attempts to contact support, he was advised to file a complaint with Curacao. The player's account hadn't been verified by the casino and he hadn't claimed any bonuses. We had attempted to resolve the issue by inviting the casino representative to join the conversation and extending the timer for their response. However, despite our efforts, the casino hadn't responded. As a result, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We had advised the player to contact the Curacao Gaming Authority for further assistance.
Wintop Casino - Player's withdrawal has been delayed.
Black points: 100
Amount: $52
Wintop Casino
Safety Index:Below averageNo reaction, passive regulator
UNRESOLVED
Case summary
I created an account on their website and deposited 52$. However, I was unable to do anything. I could not place a bet on sports, nor play slots. The chat support was unable to provide any explanations. I decided to withdraw my balance. The website stated that the withdrawal was successfully confirmed, but it's been two weeks and I still have not received my funds into my crypto wallet! I have repeatedly contacted the support, but they keep telling me to file a complaint with Curacao! Is this normal???
Hello xray200,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wintop 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 claim any kind of bonus in the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
The casino didn't ask me to verify my account! I did not take any bonus. They write that the funds have been sent to me! But I never got anything! They suggest I file a complaint in Curaçao! No one from Curacao has ever answered me once! 
Hello xray200,
Do I understand it correctly that neither the deposit arrived into your casino account as well as the withdrawal from the casino?
The deposit has arrived. The withdrawal did not reach my wallet. They tell me that the funds have been withdrawn. But it is not so. This is a lie. They did not provide me with any proof of the transaction!
Hello xray200,
Can you please advise since when is the withdrawal pending? Can you please forward a screenshot of your deposits, bonus and withdrawal history?
I have been waiting for my funds since March 17.
Thank you xray200 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear xray200,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wintop Casino representative to join this conversation.
Dear Wintop Casino,
Could you please clarify the situation for us?
Thank you in advance,
Mirka
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.
I have tried to contact the casino repeatedly but had no success.
I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue.
However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Mirka
Casino.Guru
