Wintopia Casino - Povlačenja igrača su odložena.

Hi,

I’m reaching out because I’m having an ongoing issue with Wintopia regarding delayed withdrawals, and I really need some help.

I made my first withdrawal request on March 24th, after already getting my account verified. However, shortly after that, I was asked to send additional documents for further verification, which I did. About 10 days ago, my account was finally verified again, and since then I’ve made two more withdrawal requests. Still, I haven’t received any of the funds.

I’ve contacted their support several times, but I keep getting the same vague response—that the money will be sent soon and to just be patient. It’s been weeks now, and I feel like I’m stuck in a loop without any real answers or progress.

I’ve done everything they’ve asked and followed all their procedures, but nothing is moving forward. I’d really appreciate any help you can provide to get this resolved.

Dear RavenbornSaga,

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 I can understand the whole situation completely.

• Do I understand correctly that the first withdrawal still hasn't been processed?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru 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.

Hi

that is right, i still did not receive any money from them and all my withdrawals are in pending. i won without a bonus.

Thank you very much for your reply, RavenbornSaga. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

I sent the transcripts to the provided email.

Thank you very much, RavenbornSaga, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) 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 RavenbornSaga,

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 Wintopia 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.

Hey i just want to let you know that I asked wintopia via email why are they not responding and i sent them link of this complaint.

Dear RavenbornSaga,

We have sent you a request for some additional KYC documents in order to continue with the process. Kindly check your email for further details.

Please don’t hesitate to reach out if you need any help.

Best regards,

Wintopia Casino Team

Hi

i sent you selfie you requested.

Hi I am really angry, I need help from you casino guru please. So I got email from wintopia 2 days ago to urgently send selfie with note to verify me, which I did. And now I got email that I missed a video call that was scheduled for today at 13:00 (GMT+3)which I didn't know. I went to check my email now and I see that yesterday around 6pm they sent link for zoom to make a call. I really did not see that and now they say that my account is closed. This is crazy to me and its obvious that they have something against me. I never thought this can happen and now they close me and they took my money which is not fair. I really did everything they asked every time. They did not even ask if I am free or when can I do a call with them, they just did it in a way convenient for them. I am angry.

Dear Wintopia Casino representative,

could you please explain the situation that the player has faced?

Dear Casino Guru team and RavenbornSaga,

Thank you for bringing this matter to our attention.

We would like to provide further context regarding the recent events associated with the player’s account.

In line with our KYC (Know Your Customer) procedures—essential for regulatory compliance and player safety—we requested a video verification. The player was notified via email a day in advance with full details of the scheduled Zoom call, including the date, time, and meeting link.

Despite receiving this information, the player did not attend the call and did not respond to the invitation, nor did they contact us to request a reschedule or raise any concerns. No communication was received before, during, or after the missed verification attempt.

What we find particularly unusual is that immediately after the account was closed due to failure to complete the verification, the player posted a reply in the ongoing complaint. This timing suggests that the player was monitoring the outcome without engaging in the required process, raising reasonable concerns about the intent behind their actions.

We must emphasize that completing the KYC process is a mandatory requirement under our Terms & Conditions. In certain cases—particularly where there are reasonable concerns or irregularities—this process may include a video verification. While not required for all users, such steps are implemented when necessary to protect the integrity of our platform. Failure to comply constitutes a breach of our terms, and as a result, the player’s account has been closed in accordance with our internal policies and regulatory obligations. Withdrawals cannot be processed without the successful completion of this procedure.

We remain committed to upholding fair play, security, and compliance across our platform. We appreciate Casino Guru’s understanding and support in these matters.

Best regards,

Wintopia Casino Team

Dear Wintopia Casino,

thank you for your reply.

Dear RavenbornSaga,

please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

Hi, I know I need to do verification and I sent everything they request until now. I even sent selfie they gave me 24 hour limit to send. I honestly did not see the email and it makes me very angry that Wintopia is accusing me of missing it on purpose. They scheduled it at a time they wished to do the call and gave me less than 24 hour notice. They didn’t send any reminder or anything, only said my account is closed after I missed the call. I am extremely angry that they paint me like I did something wrong but in my opinion it is not okay to schedule a meeting with less than 24 hour notice, with no reminder and no second chance or reschedule, just close my account like that. I try my best to follow what they ask and now they make it look like I don’t care or miss it on purpose, and that is not true at all.

Dear Wintopia Casino,

is there a possibility to reschedule a call to verify the player?

Dear Casino Guru team and RavenbornSaga,

Following our previous communication and in line with our willingness to resolve this matter constructively, we arranged a second video verification attempt. The player was notified via email more than 24 hours in advance, with full details including the date, time, and Zoom meeting link.

Unfortunately, the player once again did not attend the scheduled video call, nor did we receive any communication before, during, or after the appointment. There was no request to reschedule, no explanation provided, and no indication of technical difficulties or unavailability.

Given that the player has now missed two separate video verification appointments without any form of engagement, we believe we have made reasonable efforts to facilitate the process. Verification is a regulatory requirement and cannot remain open-ended.

At this stage, we respectfully request that this case be considered closed. We do not intend to schedule further video calls, as continuing indefinitely without cooperation is not a viable option.

We appreciate your understanding, and thank you for your mediation efforts.

Best regards,

Wintopia Casino Team

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.