Winz.io Casino - Player believes that their withdrawal has been delayed.

Hi,

I've been a loyal customer of Winz for over 2 years and have deposited tens of thousands of dollars.

I have placed a withdrawal of 8000 TRX nothing big. $1000 AUD and I've never ever had to wait more than an hour for any crypto withdrawal from any of my 4 main casinos in the 2-3 years I've been with them.

I've spent hours on support chat and have actually had a great agent who has really answered all my hard questions asking where my money is and I've been told financial providers have t

Release all backlogged orders and some got stuck. (Assuming that is my withdrawal included) I've been told no ETA, no more but to wait.

4-8hrs I was told it will all be resolved

10hours later. I've gotten nowhere

KYC confirmed all good

Deposit address matched

Nothing else but losing $45 so far in loss of TRX decrease. Soon I would have lost $100 on my win.

Not happy at all

Regards

Loyal customer

Dear scottrbsn,

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

Hi,

Thanks for your update.

Will keep you posted.

Scott

Dear scottrbsn,

Have you received your withdrawal from the casino yet?

Dear scottrbsn,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.