WWin Casino - Player’s withdrawal has been withheld.

I made withdrawal request of 1000e on 5th of March 2021. It has been on waiting status ever since. Their support answered to my first email and told the reason for the delay was "detailed checks on poker transactions". Nothing has happened since and their support haven't responded to my subsequent emails.

Dear Antti,

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

Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you had any other game sessions previously and withdrawn any winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Wwin support responded today and they repeated the "poker transactions checks" explanation. I made a successful withdrawal of 50 euros in October 2020. I have also played poker on the site since October 2020.

Thank you very much, Antti, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Antii.

Thank you very much for sharing your negative experience with the WWin Casino. We will now try to get in touch with them.

We would like to ask the WWin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Antti.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru