Wintopia Casino - Player's withdrawal request is being ignored.

I have deposited 200 euros and won 404 in roulette (no bonus and gambled the full amount more then once) I uploaded 3 separate documents to verify my address 2 government documents and 1 bank statement after 3 attempts it didn't let me.post anymore. Passport and selfie with passport pictures were easy and verified immediately. I even sent them the documents with an email and this is where the story starts. They started with replying in live chat, however when they found out that I was planning to withdraw funds they suddenly stopped responding. I feel like I was scammed out of my hard earned money I have sent them multiple emails to resolve the issue with no reply. I am very sad although I won they refuse to pay me money. Stay away guys.

Dear Nikdim14,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified?

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Tomas

Thank you so much finally someone replies. Casino is not replying to my emails I am afraid they will scam me from my money I earned.i will send you in the email you sent all the documents. Kyc is not completed however they don't respond and I have provided documents. The problem is that documents are in Greek and I posted my address with English alphabet however I have provided an explanation to them as I also say above. I will send you all communication.

Hi Tomasz

Finally casino responded and verified me. I requested a withdrawal and will see if and when they will send me the money and potentially come back on this post to close it.

Dear Nikdim14, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Nikdim14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Done everything is fine. Thank you

Dear Nikdim14,

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,

Tomas

Casino.Guru