The player from Portugal had encountered an issue with betting company Wintopia where a deposit of 50 euros had not reflected in his account after 24 hours. Despite presenting evidence of the transaction from his bank, the problem had remained unresolved. Following advice from our team, the player had contacted his payment provider to investigate the issue. The player later confirmed that the situation had been resolved. We had subsequently closed the complaint as 'resolved' in our system.
Wintopia Casino - Player's deposited funds not reflecting.
Amount: €50
Wintopia 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
2 months ago
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2 months ago
Translation
Good afternoon everyone...
I am writing to express my dissatisfaction with the betting company, wintopia.
The issue here is a disputed payment of 50 euros. I spoke with customer support who clarified that it typically takes between 2 and 24 hours for the money to become available in the user account. Given this clarification, I waited 4 hours and then checked back with the company, but my balance was still zero. I waited for 24 hours, checked again, and my balance was still zero. I contacted support who informed me that they were unable to deposit through the electronic wallet that I used. So, I went to my electronic wallet and my bank and found that the transfer had indeed been made. I sent another message to support and so far, I have not received a reply. Can someone please advise me on where and how I can raise a complaint? I have attached the relevant proofs for your reference and potential assistance.
Automatic translation:
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2 months ago
Dear Godzila,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Translation
It's resolved, thanks for your attention
Automatic translation:
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2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Godzila, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
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