The player from Germany has been attempting to withdraw her winnings of €7,540 from the casino for over four months, with initial withdrawals going smoothly. However, issues arose when trying to withdraw via different payment methods after MiFinity became unavailable, leading to errors and a deposit limit block. She seeks assistance to resolve this prolonged withdrawal issue.
Wintopia Casino - Player's withdrawal is delayed for over 4 months.
Wintopia Casino
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Opened
Current status
Waiting for casino to reply
3d 17h 1m 13s
Case summary
3 days ago
Public
Junior Apprentice
Public
3 weeks ago
Translation
Ladies and Gentlemen.
Since I can't make any further progress with the casino in resolving the issue of withdrawing my remaining winnings, I'm now turning to you and hope you can help me.
I won €7,540 with real money on January 29, 2025. I won with Dice from Spribe and then wagered with Plinko XY.
The first withdrawals went smoothly. I deposited €1,000 for the bonus with MiFinity. The withdrawals also went through MiFinity, as the casino only accepts withdrawals equal to the deposit amount.
At some point, I was no longer able to request any further withdrawals because withdrawals via MiFinity were no longer available. I therefore went to live chat to resolve the issue. (See screenshot)
The live chat representative then told me to withdraw using a different payment method because MiFinity is currently unavailable.
So I tried to withdraw via bank transfer.
But I kept getting the error message that a minimum deposit from the same payment system was required for the withdrawal.
So I contacted them again via live chat and the employee said he would forward the problem to the relevant department.
Then I was told I had to make a minimum deposit via bank transfer in order to withdraw.
But then I got a new error message saying that I had reached the deposit limit.
I'm a bit annoyed now. I won at the casino at the end of January, and after 4.5 months, I still haven't received my winnings. This is simply taking too long.
I hope you can communicate with the casino better than I could, and I would be happy if you could help me with this matter.
Kind regards
Automatic translation:
Public
Complaint Specialist
Public
3 weeks ago
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wintopia Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What explanation have you received for the issue of not being able to deposit to the casino using a bank transfer?
- Did the casino support suggest any solutions on how you may withdraw your winnings?
- Could you please confirm your account is verified?
- When was the last time you were in contact with casino support, and what did you discuss?
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,
Tomas
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Sensitive attachment
Junior Apprentice
Sensitive attachment
3 weeks ago
Translation
Hello,
I used live chat several times, and the casino staff ultimately couldn't help me. We went around in circles because I kept encountering a new withdrawal issue, and I kept encountering new staff members in live chat.
Solutions were initially suggested, but none of them worked. So I wanted to try this route and hope for better communication so the problem can be resolved as quickly as possible.
I can confirm my verification at the casino with this screenshot.
My last contact with the casino was actually today. They just sent me an email saying that my account has been re-authorized for deposits.
However, I would appreciate it if the casino would pay out the money to my Jeton account through other methods. I deposited with Jeton and think it's only fair that I get paid out that way too.
Kind regards
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Thanks for the update and the explanation.
Have you managed to deposit and subsequently request a payout from the casino? Please let me know if there were any further obstacles in withdrawing your winnings.
Public
Complaint Specialist
Public
1 week ago
Dear Ninosch,
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.
Public
Junior Apprentice
Public
1 week ago
Translation
Sorry, I was on vacation.
The first few withdrawals went smoothly. However, the MiFinity withdrawal option suddenly disappeared, and since then I've been struggling to withdraw my remaining winnings. All possible communication with the casino has so far been unsuccessful.
I can no longer deposit at the casino because they have blocked me from doing so. Therefore, I am also unable to withdraw using any other payment method.
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Head of Data Administration
Public
3 days ago
Hi Ninosch,
I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Wintopia Casino to join this conversation.
Wintopia Casino has 3d 17h 1m 13s to reply
