WinTingo casino - No Contact and No withdrawals

RESOLVED
posted on September 22, 2013.

I registered and deposited 14 September 13. I played and made a withdrawal of £900.10 on the 16th. I submitted my documents and these were accepted on 17th. I have since made 3 further withdrawals of ££450, £250 and a further £450. I asked when these funds would be paid and I was told up to 3 working days. I have viewed my account as , as of today ( 22nd) my withdrawals are still 'pending'. I have e-mailed my account manager ( ROB GUTHRIE) and I have e-mailed the banking team and received no response. I went on to Live chat again and, was told that they can not do anything as the banking team were separate and they can not contact them for me. I have tried to phone but, Wintingo phone lines are out of order!..I told this to the support team who said their phone lines were fine..I asked for another number and tried that..they are out of order.

In short. I am owed over £2000. I have tried to get some kind of response from both the account manager and the banking team but, nothing! I am left with messaged from the support team ( who are very polite and try) that " I should be patient"..I feel that a week of waiting for my money against withdrawal times of " up to 3 days"..is patient. In addition, having no way of contacting the people who can advise and give a little confidence over the situation, other than waiting for them to respond to e-mails is a pretty appalling manner to run a casino...I am now still waiting for someone, anyone to tell me why I have not been paid, why they are still pending in my account and why I can not get hold of them at all!..With respect, the support team are nice but..i would get better information from my cleaner at work!.."Be patient" is not helpful especially when I am waiting on the payment of so much money,

posted on September 22, 2013.

I have now received an e-mail from the banking team. IT IS AUTOMATED!..They say it will take 4 days. That will be 2 weeks in total to get winning paid..if they pay.

posted on September 22, 2013.

I have logged on again just now and my withdrawals have now been updated to " in proces­s"....P­he­w!..pr­ogress at last :-)

posted on September 23, 2013.

Hi Dovey, please can you send me the email address you registered with at Wintingo to [email protected] so i can investigate your withdrawal further.

Kind regards and congratulations on your winnings...

posted on September 23, 2013.

Hi. I think ( hope) it has now been resolved. I Received an e-mail stating the funds are on their way. It will take 5 days apparently to be credited to my bank. That will make withdrawal to credit times in total of 2 weeks!..too long compared with other Casinos.

posted on September 24, 2013.

Hi Dovey,

I just had a look at your withdrawal and i see they were all processed successfully back to your original card on the 22nd September. You submitted your withdrawals on the 16th and the 19th September so i'm just trying to understand why you say it is taking 2 weeks ?

Please also note, because your withdrawal is being sent back to your original credit card that you purchased with, once we release the funds it can take Visa/Mastercard up to 72 hours to credit your account, unfortunately this is not something we can control hence why we state it can take up to 5 days for the funds to arrive..

In order to speed things up, i can suggest to contact your bank/credit card company directly and ask them to release the funds, we often advise players to do this and the cc companies usually comply however if you are still having problems dont hesitate to contact our finance department or myself on Askgamblers with any further queries or questions.

If you would be so kind as to letting the community at Askgamblers know as soon as the funds reflect in your bank account.

Once again, congratulations on your winnings, i see you had some nice winnings on our popular table game Premier Roulette. Its one of our most popular games actually. Well done!!

posted on September 25, 2013.

I stated " 2 weeks" including the bank transfer times. The funds have been deposited today ,25/9/13. That is 9 days since the withdrawal request. In my opinion and having used many Casino's, the withdrawal times are excessive. Anyway, this issue is now resolved however, I will be closing my WinTingo account.....I feel your banking system is at best slow. I certainly do not think a 24/7 online casino should only perform banking operations over 5 days 7 til 7, I also feel that clients of yours expect much quicker responses to e-mails ( 72 hours in one case) as well as a telephone system that works and is not ( always) temporarily out of order.

AskGamblers..please close this dispute. Thank you for your help.

posted on September 26, 2013.

Just to clarify, we successfully processed your payment within 6 days, including weekends. It then took 3 days for the credit card company to reflect the payment in your account. As per my previous post.

There are many online casinos that only process withdrawals on business days I.e 5 days a week. This is done for a number of reasons but mainly because its the similar operational hours as the major banks. Many of the casinos on this site plus many casinomeister accredited casinos follow the same practice. I'm sorry to hear you had technical problems with receiving our emails and making phone calls, we will address these issues immediately.

Should you wish to keep your Wintingo account open please contact me directly so I can assign you one of our dedicated cashback account managers that you can speak to directly regarding any problems you having and so you will receive our exclusive cashback promotions.