Hello, I have a problem with the payment of my winnings in the casino. I have been waiting for the payment since July 29, it is still as pending. Account verified on the day I made the deposit. The win is from the welcome bonus, while the accumulated funds occurred after the bonus was turned over and the lifetime deposit is higher than the required EUR 200. For every request to the casino what my withdrawal is, I get a reply to wait, check the status on the account and that I will get a reply from the financial department that is not coming. I've been waiting more than 6 weeks for a payout response and, looking at unresolved complaints, I'm worried that this payout will never happen

Hello Twinsy ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinnerCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified - the exact date? Was the welcome bonus a deposit bonus or did it have free spins too? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello nick, it was a welcome bonus, the winnings accumulated on the account were after the bonus was turned over, the account was verified on the day of registration, i.e. on July 27. The last time I spoke to the casino 5 days ago via chat regarding the waiting time for the withdrawal, I found out that I have to wait for a response from the financial department

Thank you Twinsy for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Twinsy,

I've just reviewed your case and fully understand your concerns about the issue you run into with the WinnerCasino. I'll try my best to help you resolve it by contacting the casino.

I'd like to invite a representative from WinnerCasino to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the case? Are there any specific reasons for the player's withdrawal to be delayed?

Regards,

Natalia

We would like to ask the 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’.

Hi Natalia , I think they will not answer, I am in touch via live chat, so far I know that there is no new information about my withdrawal and if it appears I will get an email with this information

Dear Twinsy,

Unfortunately, just as you supposed, the casino ignored our attempts to contact them. As per our policy, we cannot continue investigating your case without cooperation from their side, so now I'm forced to close your complaint as unresolved.

I'm sorry we were not of much help in your case, but at least your experience will be helpful for other players to decide if they want to play at WinnerCasino.

Anyway, thank you for using our complaints resolution center, I really hope that you won't come across such issues again.

The casino can request to reopen this complaint at any time.

Regards,

Natalia