Wintopia Casino - Player's withdrawal is delayed.

Hello,

Unfortunately, I have been experiencing issues with withdrawals at the above-mentioned online casino for days.

On December 10th, I requested two withdrawals (500€ each). My account was already verified at that time. On December 11th, I was then asked to submit missing documents (proof of bank account, virtual credit card). I did this immediately. I have not received any feedback regarding this.

I have contacted the support & "VIP Manager" multiple times, but have not received any response.

In live chat, I am repeatedly told that the department will get in touch once the withdrawal is processed. So far, all attempts have been unsuccessful.

I kindly ask for your help. Thank you very much.

Dear Jay37912,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

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.