Winsly Casino - Isplata igrača se odlaže u više kazina.

My complaint concerns not only Winsly Casino but also the following websites operated by the same company: Reko Casino, Slot Cloud, and Nifty Casino. I have funds on these websites as follows: Winsly: €484 Reko Casino: €1,199.93 Slot Cloud: €1.20 Nifty Casino: €24.58 These websites are not allowing me to withdraw my funds. I have sent them all the requested documents multiple times, following their instructions. My address and ID documents have been approved, but the documents proving my funds have not been accepted. I first submitted proof of my funds 1.5 months ago. Since then, I have received additional requests and have provided the requested supplementary documents each time. I have been contacted by representatives from several of the mentioned websites regarding this matter. Their communication has been vague, and their responses have taken a very long time. I have not been given a proper reason why my documents are not being accepted. The documents I submitted were in accordance with their instructions and contained all the requested information. The last time I sent documents was over two weeks ago. Since then, I have not received any response

Dear KSydveela,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing funds from the casinos you mentioned. To better understand your situation and assist you effectively, could you please provide us with more details regarding the following points?

• What specific documents did you provide as proof of your funds?
• Can you clarify the reasons given by the casinos for not accepting your documents?
• Have you received any communication indicating the status of your latest document submission?

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

Thank you for your response.

I have sent them the account statements for the requested dates from my two bank accounts, one of which has not been used for deposits to any of their websites. They also requested account statements for this second bank account. Additionally, as agreed, I have provided an image of my stock portfolio.

I have been told that not all transfers to their websites are visible on my account statement, which is not true. The account statements have been unedited and printed directly from my bank. It has also been stated that the statements do not show how my account balances have developed.

I have not been contacted by them in any way since the last submission of documents.

Please note that we can handle only one complaint per casino at a time. Therefore, we will now focus on resolving your issue with Winsly Casino.

To assist you further, please forward all communication with Winsly Casino’s customer support regarding your verification to veronika.f@casino.guru.

Additionally, could you confirm whether all your other documents—aside from the source of funds and bank statements—have been approved and verified?

Looking forward to your response.

Yes. As far as I understand, all the other documents have been approved. They were also sent before this particular case.

Thank you very much, KSydveela, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 KSydveela,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

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.

Dear KSydveela,

have you received your withdrawals please?

I haven't received my money. My account is still unverified.

Dear KSydveela,

We were discussing the case with the Casino representative and came to a satisfactory conclusion. Can you please confirm that you have been paid? So that I can close the complaint as resolved?

Thank you very much!

Hi,

Yes. I can confirm that I have been paid.

Thank you!

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru