WWIN Casino - Povlačenje igrača je zadržano.

I made withdrawal request of 1000e on 5th of March 2021. It has been on waiting status ever since. Their support answered to my first email and told the reason for the delay was "detailed checks on poker transactions". Nothing has happened since and their support haven't responded to my subsequent emails.

Dear Antti,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you had any other game sessions previously and withdrawn any winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Wwin support responded today and they repeated the "poker transactions checks" explanation. I made a successful withdrawal of 50 euros in October 2020. I have also played poker on the site since October 2020.

Thank you very much, Antti, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Antii.

Thank you very much for sharing your negative experience with the WWin Casino. We will now try to get in touch with them.

We would like to ask the WWin 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Antti.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint at the request of WWin Casino.

Dear Antti.

I understand that a considerable amount of time has passed since you filed your complaint. We are reviewing the previously unresolved complaints with the WWIN Casino new management. We have received information from the casino team that your poker activity at that time involved some suspicious transactions that required an in-depth analysis by the Poker Provider. This procedure was carried out in accordance with the timeline outlined in the casino's terms and conditions. Subsequently, a standard KYC verification process was initiated. Once you submitted all the necessary documents to the casino team, your withdrawal was processed, effectively addressing the matter. Could you please confirm this?

Dear Antti,

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.

Dear Antti,

While we understand that it has been a significant amount of time since you filed your complaint, we have not received any responses to our messages and questions from you. The casino team has confirmed the successful withdrawal process at that time and your casino account now has no outstanding balance. Considering your absence of communication that would typically accompany non-receipt of funds, it was concluded that you have indeed received the funds successfully. Since we haven't received further confirmation or any additional assistance requests from you, we regretfully must close this complaint as rejected. I'd like to express gratitude to the casino team for their cooperation.

Feel free to reach out Antti, if you encounter any issues with this or any other casino in the future, and we'll do our best to assist you.

Best regards,

Michal

Casino Guru