The player from Portugal had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The Complaints Team had explained that withdrawals might take some time due to various reasons such as KYC verification and high volume of withdrawal requests, and advised the player to wait for at least 14 days before submitting a complaint. However, the player confirmed that the withdrawal had been successfully processed. Hence, we marked the complaint as 'resolved'.
Wintopia Casino - Withdrawal of player's winnings has been delayed.
Amount: €576
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
4 months ago
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4 months ago
Withdrawal request initiated in the 27th of April, I got an email asking for proof that the Skrill account I used to deposit was mine (30th of April) and I sent it to them a few hours later.
4 days have passed since with no answer from Wintopia casino, live support agent gives me the automated "withdrawals are processed within 48h" and they won't answer me through email as well.
This seems like an easily solvable complaint and I'd like for Casino Guru to try to reach out to Wintopia Casino privately so we can speed up the withdrawal process.
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4 months ago
Dear fragoso21,
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 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,
Complaints Resolution Center
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4 months ago
Hello, yes, I can confirm the withdrawal was successfully processed yesterday.
You may close this complaint.
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4 months ago
Dear fragoso21,
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,
Kristina
Casino.Guru
