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WinningRoom Casino - Will not let me withdraw my winnings

RESOLVED
Complaint Info
Disputed casino WinningRoom Casino
Reason Delayed payment
Amount € 7000
Posted on December 30, 2019

I want to withdraw 7.000 euro from WinningRoom Casino. First I got an email that my account was fully verified and after I withdrawn money I got an email that said that I had to cancel my withdrawal via Trustly and use CreditCard. I cancelled it, played more and won more. Then I wanted to cash out via CreditCard and I got an error saying: " There has been a problem processing your withdrawal. Please check the details you have entered are correct and try again. Should you still encounter issues, please contact our customer support team."

So I did, I was in Live Chat for more then 3 hours (I have the transcript of it). After several attempts to fix the problem without result I had to upload a bank statement (I did it immediately via LiveChat) they told me that Payment Team was gonna pay me manually by Bank Transfer and they would send me an e-mail. Day passed, no mail, no withdrawal, money is still in account.

So today I went to Live Chat again, first answer was the same as yesterday. Please use CreditCard via website as a withdrawal, I told them that doesn't work, showed again with screenshots and told them I was in LiveChat the day before for 3 hours and that Payment Team would manually pay me back. Same answer, " I will pass it on and payment team will contact you when its done".

Also I have senden a couple of emails to them, including transcripts of the Live Chat, but still no solution.

I hope that WinningRoom will solve this problem and pay me my winnings.

For the record: I did not used bonus or something. Just raw money.

Posted on December 31, 2019

It's getting crazier with every e-mail now from there support. Three days ago I was verified, now I'm suddenly not fully verified and have to send my proof of address again. Which was approved earlier.

And besides that I still can't withdrawal my winnings. They sorted that I can use Trustly to withdrawal, but after I used that I have to cancel my withdrawal and use CreditCard, but that is not possible on their website.

Now they asked me to send screenshots of it, which I did already at every e-mail already. But hey, why not, we do it again and wait. . . . . and wait. . . .

Posted on December 31, 2019

It took 7 days, but finally it is sorted. Don't know if this helped, but I hope. Thanks to finally 1 good person in Live Chat who putted her teeth in the issue and won't stopped till it was solved.

AskGamblers
Posted on January 1, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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