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I requested a withdrawal of 150€ on July 25. After several requests to follow up on other withdrawals, this one was canceled on August 5, and I had to submit a new withdrawal request. They said it was due to technical issues.

I still haven’t received the €150, and I have another withdrawal request for €300 from August 3 that they just canceled this morning!

I’m owed €450. Withdrawal requests canceled for no apparent reason.

Note that I’ve already made requests in exactly the same way at the same casino, and they were always paid within 48 hours.

I suspect the casino is canceling requests to delay payments because it forces customers to submit new requests with different dates!

Fiz retirada de 150€ dia 25/07. Após vários pedidos a reclamar de outras retiradas, este foi cancelado dia 05/08 e tive de gerar nova retirada. Problemas técnicos segundo eles.

Ainda não recebi os 150€, e tenho outro pedido de 300€ de dia 03/08 que acabam de me cancelar esta manhã!

Tenho 450€ por receber. Pedidos cancelados sem motivo aparente.

Notem que já fiz pedidos exatamente da mesma forma, no mesmo casino e foram sempre pagos em 48H.

Suspeito que o casino esteja a cancelar pedidos para ganhar tempo nos pagamentos porque obriga os clientes a fazer novos pedidos com outras datas!

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Dear 442410,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good afternoon,

So should I just accept that it’s normal for them to cancel my withdrawals, forcing me to request new ones and wait another 14 days on top of what I’ve already waited?

In that case, I’ll have to wait 28 days—is that right?

Because if the request from July 25 was canceled (it’s now August 7, so 12 days have already passed) and I had to generate a new one—where the normal waiting period is 14 days—I’ll end up waiting 26 days!

Note that this is the second cancellation, and every time I generate a new withdrawal, the casino buys itself more time!

It’s no longer 14 days, but 28!

Boa tarde,

Então devo considerar normal cancelarem-me levantamentos para eu gerar novos e esperar ainda mais 14 dias do que já esperei anteriormente?

Neste caso espero 28 dias é isso?

Porque se o pedido de dia 25/07 foi cancelado (estamos a 07/08, por isso já passaram 12 dias) e eu tive que gerar novo onde o período normal de espera são 14 dias, vou esperar 26 dias!

Note que é o segundo cancelamento e sempre que gero novo levantamento, o casino ganha tempo!

Já não são 14 dias, mas sim 28!

Dear 442410,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good afternoon,

I still haven't received the €150 and the €300.

Boa tarde,

Continuo sem receber os 150€ e os 300€.

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Good morning,

I received the €150

I’m waiting for the 300€ now.

Thank you

Bom dia,

Recebi os 150€

Aguardo os 300€ agora.

Obrigada

Dear Player,

Thank you for the update.

We have carefully reviewed your case and can confirm that all your withdrawals have been approved and successfully sent from our side.

Could you please check your payment account once again and confirm whether you have received the remaining funds?

Thank you for your cooperation and patience. We look forward to your confirmation.

Best regards,

Winbay Casino Team

Dear Winbay Casino,

Thank you for joining and updating us on the status of the player's withdrawals.

Dear 442410,

I truly appreciate your patience throughout the process. Could you please check your account and confirm whether you have received the withdrawal?

Your confirmation will allow us to proceed and properly close the case.

Dear 442410,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru