Winny Casino - Igrač se bori da podigne svoj dobitak.

I have been trying to withdraw my money for more than one month. It keep stuck and the casino says same thing over again. Try again they had error on their side. So i have tried for more than 5 times to withdraw and no succes. I mean is it really that hard to go on players account and check what is needed to be filled or done so that he can get his money. Support team just responds with same blank answers all the time and no real steps forward to fix the situation.

Dear Tomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I am not 100 procent sure about verification, but before i was able to do anything they asked my my proof of ID and on email i got an mail regarding account registration. Then i was able to deposit and play.

Thing is i tried to withdraw my funds since start of december. It didnt go through so i contacted them, they have been replying since start. What they said first time was there was error on their side of bank, so they refunded money back to my gaming account and asked to try to withdraw again. So i did it, it got stuck again. So i contacted them again and they said the same thing. So this happenes like 4 5 times. It just went like a loop, fault on their side and so i try again. Last time i got pissed and said to them, can they check where is the problem, they said money takes to arrive 2 to 5 banking days. I replied that i can not take this money out, so maybe they check something they replied that i tried to withdraw money on 6th of January which is not 1.5 months. I replied, so they check our conversation and replies they start from start of december and maybe they should check more into the case. And that was it. They said they will bring the case to the relevant department, but it will only occur the same process again that i try again and wait. I mean i would want them to check where is trouble, maybe its my account or details or smth, i just felt they were trying to fool me around and didnt take any serious actions.

Thank you very much, Tomas, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 Tomas,

I have reviewed your case and will now contact the casino to see if I can help.

I would like to invite Winny Casino to join the conversation and participate in the resolution of this complaint.

Thanks. I will wait then for Winny to join the case and explai situation.

Hello Tomas,

So far there has been no reply from the casino so I will attempt to contact them once more.

We would like to ask Winny 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Tomas,

I tried to contact the casino repeatedly but without success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form and how the MGA responded (adam.m@casino.guru). I wish I could be of more help.

Best regards,

Adam