The player from Germany had requested a withdrawal three weeks prior, specifically on March 14th, and had been waiting for the payout since then, receiving only delays from customer service. After multiple attempts to resolve the issue, the Complaints Team had been unable to obtain a response from the casino regarding the delayed withdrawal. The casino eventually stated that the withdrawal was on hold pending verification of specific documents, which the player had contested as unreasonable. Consequently, the complaint was marked as "unresolved," and the player had been advised to contact the Anjouan Gaming Authority for further assistance. Player asked to reopen the complaint but after a long time waiting for his funds, he lost all his money and that is why the complaint was marked as reject.
Winbay Casino - Player's withdrawal is delayed.
Amount: €270
Winbay Casino
Safety Index:Below averageOther
REJECTED
Case summary
Hello, I've been waiting for the payout since March 14th and customer service is just putting me off.
Dear Michi10,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Hello,
before that, withdrawals were reliable
Verification is complete
Winnings were earned with real money.
Thank you for your trouble
Thank you for your reply. Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to [email protected]. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.
I don't have a screenshot of the chat. I didn't know I needed one. The chat just keeps putting me off.
Thank you very much, Michi10, for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Michi10,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Winbay Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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.
Hello, I'm still waiting for my money. This can't be true.
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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://gamingcontrolanjouan.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
We’ve reopened this complaint at the request of Winbay Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Hello, you can close this request. I've already lost the money because I was fed up with waiting forever. Thanks anyway.
Dear all,
We sincerely apologize for the delay on our response.
After a thorough review of this case, it has been noted that the required documents have been requested via the player's verification tab on their account. Kindly be advised that, in accordance with our procedures, all withdrawal requests will remain on hold until the verification process is fully completed.
We would like to take this opportunity to clarify that the specific documentation currently pending is the transaction history from the Credit card ending on **7748 for December, please note that we will need all transactions to be visible to verify accordingly.
Once the account has been successfully verified, all necessary steps will be taken to process the player's pending withdrawals without delay.
Kind Regards,
Winbay.com
You're asking for documents months later, you can't be serious. As I said, I lost all my money a long time ago because it took you months to keep asking for documents that a) were never in my account until you stopped doing that now and b) I registered with you in February and it's strange that I'm supposed to upload credit card statements from January, which I did, and then a month later you suddenly want December, and I hadn't even played with you yet, so what's the point? Close the account, I'll never deposit money with you again.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
