Winnita Casino - Povlačenje igrača je odloženo.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has your account been successfully verified? Has the casino approved the bank statement that caused issues in your previous complaint?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

-My account was verified as soon as I sent an email saying I would report it to the relevant authorities… which shows how serious they are.

-I've made successful withdrawals before the documents were requested, since then I've only requested the withdrawal I'm waiting for.

-I played various slots and some live casino games, all without bonuses.

-Il mio account è stato verificato non appena ho mandato una mail dicendo che avrei denunciato alle autoritá di competenza… il che fa capire la serietá.

-Ho effettuato prelievi con successo prima della richiesta dei documenti, da quella volta ho solo richiesto il prelievo che sto aspettando.

-Ho giocato varie slot e alcuni giochi sul casinó live il tutto senza bonus.

Have you received any updates from the casino customer support regarding your withdrawal requests in the meantime?

Please forward me all the communication between you and the casino regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Now I've been asked for documents that I had already sent and approved. Can someone explain why?

I also wrote by email

Adesso mi sono stati richiesti dei documenti che avevo giá mandato e approvato, qualcuno mi spiega perchè?

Ho scritto anche per e-mail

Please forward me the most recent conversation between you and the casino customer support regarding the repeated verification of your account and the delay in processing your withdrawal requests at veronika.f@casino.guru. Also, kindly send me a screenshot of your withdrawal history showing the current pending withdrawal requests. Thank you for your cooperation.

Dear minomilo123,

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.

Now they approved my card and told me they have 21 days to pay.

I made the withdrawal requests on 01/09 so now I'm waiting but every time a new excuse appears

Ora mi hanno approvato la carta e mi hanno detto che loro hanno 21 giorni per pagare.

Le richieste di prelievo le ho fatte il 9/01 quindi ora attendo ma tanto ogni volta compare una nuova scusa

Dear minomilo123

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you very much, today after a week I wrote to support again specifying that there are 3 days left until the 21 days that were given as the maximum limit expires and obviously I still haven't seen a cent.

I also told him that this is the last warning before any legal action.

I hope you can help me because I don't trust them.

thanks again

Molto gentili grazie, oggi dopo una settimana ho riscritto all’assistenza specificando che mancano 3 giorni alla scadenza dei 21 giorni che mi sono stati dati come limite massimo e ovviamente ancora non si è visto un centesimo.

Gli ho anche specificato che è l’ultimo avvertimento prima di qualche azione legale.

Spero che mi riuscirete ad aiutare voi perchè non ho fiducia in loro.

grazie ancora

I leave the screenshot of their response.

I don't know if we realize, an employee who says there is nothing to worry about "FOR NOW"

But what does it mean, come on, I have no words 😂

Lascio lo screenshot della loro risposta.

Non so se ci rendiamo conto, un addetto che dice non c’è nulla di cui preoccuparsi "PER ORA"

Ma cosa vuol dire dai non ho parole 😂

Hello minomilo123,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Winnita Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Good afternoon,

Funds are being withdrawn regularly. Today, 3 withdrawal requests totaling €300 were successfully processed, and yesterday there were also successful withdrawals.

Regularly is the wrong term, you haven't sent anything today yet.

There are still many missing.

Regolarmente è il termine sbagliato, già oggi non avete mandato niente.

Ne mancano ancora tanti.

Dear minomilo123,

Thank you for your patience and recent updates. Could you please confirm exactly how much you have received so far, including dates and amounts?

Dear Winnita Casino,

Thank you for your recent update.

In order to proceed efficiently and ensure full transparency in this case, we kindly request for the following:

1. Amount Still Outstanding

Please confirm the total remaining amount that has yet to be paid out to the player.

2. Payment Plan & Timeline

Given that the outstanding sum is substantial, we kindly request that you outline:

• your plan to complete the full €10,000 payout,
• the expected timeline for processing the remaining withdrawals,
• and whether all pending withdrawals fall within your standard 21-day processing window or require additional time (and why).

This information is necessary to ensure the payment process is progressing as expected and to avoid further misunderstandings.

We appreciate your cooperation and look forward to receiving this clarification.

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.

Dear minomilo123,

Thank you for your patience so far. I hope you’ve had more successful withdrawals over the past two weeks. When you have a moment, could you please update me on that?

In the meantime, I will contact the casino outside the thread.

Good morning and thank you, half of them have been processed in this period, but they have been stuck for 3 days

Buongiorno e grazie a voi, in questo periodo ne sono stati processati la metà, ma sono fermi da 3 giorni

Good afternoon,

I've also submitted a request to the finance department to expedite the process.

Good morning, I'm updating by saying that all withdrawals were successful.

thanks for the work

Buongiorno, aggiorno dicendo che tutti i prelievi sono stati eseguiti con successo.

grazie per il lavoro

Thank you both for your cooperation.

Dear minomilo123,

We're happy to hear that your issues with withdrawals have finally been settled. We will now mark the complaint as 'resolved' in our system.

If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Lala