Winward Casino - Player’s withdrawal has been delayed.

Ja tentem levantar o dinheiro varias vezes e o mesmo volta sempre para a minha conta no casino

Dear Carla,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Situations like this can occur when the player’s account hasn’t been verified (the player didn’t provide all the necessery documents). Could you please confirm that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to kristina.s@casino.guru (together with any other relevant communication). I hope I will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Kristina

Dear Carla,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello Carla,

Have you tried contacting the casino's supprot regarding this issue, please? If yes, would you be so kind and forward me communication between you and the casino? My email address is kristina.s@casino.guru. Or, alternatively, you can post it here. Thank you very much.

Ola Kristina sim ja entrei em contacto com eles a resposta e sempre a mesma aguarde.sim irei mandar a conversa que tive com mos.obrigado

Thank you very much Carla for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Obrigado pela ajuda vamos la ver se consigo levantar o meu dinheiro.esta dificil talvez seja melhor recorrer a justica levar a situacao a tribunal

Hello Carla,

I am very sorry to hear about your problem with withdrawal.

I would like to ask the casino about their standpoint regarding this situation.

Por mim pode perguntar e lamentavel eu nao poder levantar o dinheiro que em todos os aspectos e meu

Hello,

Thank you for reaching out to us!

Kindly note that the winnings originate in a set of free spins claimed on the 9th of December 2019. As per our Banking Page you can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request. This information was also stated in chat on the 27th of December 2019, as well as via email on the 11th of January 2020.

The only deposit made on the account was on 11th of March 2019 and exceeds the time frame requirement for the several withdrawal requests placed since December. In order to be able to withdraw, all you need to do is make a new deposit and place a new withdrawal request.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winward Casino

Ola.entao se eu fizer um deposito de 25€ logo de imediato posso fazer o levantamento do dinheiro sem qualquer problema certo???

Hello,

We hope this message finds you well!

Once the deposit is made, you can place a new payout request and it will be reviewed within 5 business days. Please note that your winnings originate in a free bonus, and as per our Bonus Rules and your VIP level, the maximum withdrawal limit for the winnings is 100.

Should you require any additional information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winward Casino

Thank you Winward Casino for your quick answer.

Please Carla, let us know once you recieve your withdrawal. I hope all will be solved soon to your satisfaction.

Olá.obrigado assimque tiver noticias eu informo.obrigado

Dear Carla,

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.