Hello

I deposite 20€ and i won 71€ in winspinbet casino on begining the month of march 2023 until today 26th march 2023 i wont get my winning money. When i chat with customer service everytime they saying sorry sorry sorry, we will slove your issue as soon as possible thats all. There is nothing impovent, meanwhile i was played spins and I won 6500€ in spins but they gave only 200€. For this issue too never be sloved still.

Highly disappointed and stressed out about their activities and service. Here i attached my winning money screenshot. Kindly find it

Hello josephceline87,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello nick.

My document verification has been done by 15th or 16th march 2023. Yes i was deposited my money from my visa card. Last time i spoke to casino was yesterday about my cashout what they not transfer to my account still and winning money 6500€ from spin what they dont gave me. The customer support agent name is mathieu.

Thank you

Hello josephceline87,

Can you please clarify since when exactly is your withdrawal pending? Please note that we recommend to wait 14 days to fully process a payout so if it's been less, I would recommend to wait only and let us know once it takes longer so we can proceed in resolving the issue.

I was cashout on 20th of march. Ok i will wait and what about my winning money 6500€ ? They provide me only 200€ what about that issue?

Hello josephceline87,

Did they specify why was your payment capped to 200€ only? Did you play with bonus money to accumulate your winnings?

Ce?cile 10:47

No, I'm sorry I was not supposed to give you free spins, because they were meant as test promotion in our system. But I wanted to make it up for you for your delayed withdrawal and that's why I gave you the free spins. But then I was informed that this was the reason why you were credited only with 200 euros and not 6500 euros.

This is the answer from customer service person from winspinbet.com her name i mentioned above.

And

Stilll you asking me questions but no any actions.

Thank you josephceline87 for all the information provided. As long as the casino gave you the bonus, they should also pay out the winnings from it. I also could not find any withdrawal limit from free spins in the casino terms so based on that, the casino should pay out the full balance.

I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting you from now on.

Best regards,

Nick

Hello josephceline87,

I am sorry to hear about your troubles.

Regarding the free spins: It is common practice that free bonuses have some max win limitations - so It depends on the conditions of the bonus. I hope that the casino representatives clarify the situation.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. (It looks like that the casino used to have a Curacao Gaming license which is now invalid)

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Matej

www.kpvfaw.com

PS: If you would like to contact Curacao Gaming, I can help you with that. (the low chance that they will respond)

Hello josephceline87,

Please tell me if you need my help with contacting Curacao Gaming. It looks like the last option in this case.

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.

We’ve reopened this complaint at the request of josephceline87. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear josephceline87.

You asked:

But i just want to know why winspin casino always delayed of cashout?

The answer: Because this casino has a very bad rating - that's our job to check the casinos and recommend the players only casinos where this kind of problem doesn't exist.  

You can wait longer for your withdrawal, but if you write to the casino's regulator (Curacao), the chance that you will see your money is a bit higher + this service is free.

Dear josephceline87.

You emailed me saying you want to avoid contacting the regulator. However, if the casino does not pay you at all, I can only close this case as unresolved with the status of no reaction from the casino. I can't help you more. However, if you write to the regulator, the casino must react. Otherwise, risk losing the license. So please reconsider your decision. I will help you with it.

Dear josephceline87.

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.

Kindly close my case.. because i hve no time to concentrate on it.

Kindly close my case, because im so busy with my work soi cant concentrate in it. Thank you

The case is being closed as per the player's request. However, please note that you can reopen this case at any time. I am always available to assist you in forwarding your complaint to the appropriate regulatory authority.