Wintop Casino - 플레이어의 탈퇴가 지연되었습니다.

I created an account on their website and deposited 52$. However, I was unable to do anything. I could not place a bet on sports, nor play slots. The chat support was unable to provide any explanations. I decided to withdraw my balance. The website stated that the withdrawal was successfully confirmed, but it's been two weeks and I still have not received my funds into my crypto wallet! I have repeatedly contacted the support, but they keep telling me to file a complaint with Curacao! Is this normal???

Я створив акаунт у них на сайті. Вніс депозит в розмірі 52$. Але я не зміг нічого зробити. Мені не вдалося не зробити ставку на спорт, не пограти в слоти. Підтримка в чаті мені нічого не змогла пояснити. Я вирішив вивести свій баланс. На сайті написано що вивід коштів успішно підтверджено. Але пройшло вже 2 тижні а я досі не отримав свої кошти на свій крипто гаманець! Я звертався не одноразово в підтримку! Але вони мені кажуть щоб я писав скаргу в Кюрасао! Це нормально???

Hello xray200,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wintop Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any kind of bonus in the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The casino didn't ask me to verify my account! I did not take any bonus. They write that the funds have been sent to me! But I never got anything! They suggest I file a complaint in Curaçao! No one from Curacao has ever answered me once!

Підтвердження облікового запису казино не просило мене! Бонус я ніякий не брав. Вони пишуть что кошти мені відправили! Але я нічого так і не отримав! Вони пропонують мені написати скаргу в Кюрасао! Мені з Кюрасао ніхто ніколи не відповідав жодного разу!

Hello xray200,

Do I understand it correctly that neither the deposit arrived into your casino account as well as the withdrawal from the casino?

The deposit has arrived. The withdrawal did not reach my wallet. They tell me that the funds have been withdrawn. But it is not so. This is a lie. They did not provide me with any proof of the transaction!

Депозит прийшов. Виведення коштів не дійшло на мій гаманець. Мені вони кажуть що виведення коштів зробили. Але це не так. Це брехня. Вони не надали мені жодних доказів транзакції!

Hello xray200,

Can you please advise since when is the withdrawal pending? Can you please forward a screenshot of your deposits, bonus and withdrawal history?

I have been waiting for my funds since March 17.

Чекаю на свої кошти з 17 березня.

Thank you xray200 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear xray200,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wintop Casino representative to join this conversation.

Dear Wintop Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

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.