1 month ago I tried to make a withdrawal by card after 2 weeks they denied it, they told me that by bank transfer which they charged me 23 euros and they said maximum 15 days I have been waiting 25 days and nothing and they do not answer me, and I am seeing that in the end they will enter it again in my account and they will not let me collect

Hace 1 mes intenté hacer un retiro por targeta al cabo de 2 semanas me lo denegaron ,me dijeron que por transferencia bancaria el cual me cobraban 23 euros y dijeron máximo 15 días llevo esperando 25 días y nada y no me contestan, y estoy viendo que al final me lo ingresarán otra vez en la cuenta y no me dejaran cobrarlo

Dear Oscarnit,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you? Could you please advise if you have received any reference number from the casino to trach the payment?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Oscanit,

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.

I received an approved message and that in 15 days it would be in my account from today to the past 32 days, I contacted them and they asked me for my account statements to see that I had not arrived I sent them all and still I do not know anything and in their chat they tell me that they have sent it, but nothing at all

Me llegó un mensaje de aprobado y que en 15 días estaría en mi cuenta a día de hoy al pasado 32 días ,me puse en contacto con ellos y me pidieron los extractos de mi cuenta para ver que no había llegado se los mandé todos y todavía no sé nada y en su chat me dicen que ellos lo an enviado, pero nada de nada

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

I looked at your complaint and will do my best to help you. I would like to invite Winward Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Today the 15th I have received the € 100 of the income minus 23 they have stayed on commission so I received 77 a little slow but well, all good.

Hoy día 15 he recibido los 100 € del ingreso menos 23 se an quedado de comisión así que recibí 77 un poco lentos pero bueno todo bien.

Dear Oscarnit,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com