Wintopia Casino - Withdrawal denied several times

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Wintopia Casino

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Veröffentlicht am 29. Januar 2024

I am fully verified with Wintopia Casino but keep getting withdrawals denied.

I was told credit card withdrawal is not possible and I had to make an Interac deposit to be able to withdraw via Interac which I duly did. My withdrawal was denied and I was asked for more bank details, transit no, etc, again I provided all this and was still denied.

I am now being asked to provide the same documents that I have already provided in my approved verification.

I believe this is a stalling tactic to delay my withdrawal.

Veröffentlicht am 30. Januar 2024

Dear HARDEL686868,

We sincerely apologize for any inconvenience you've experienced while using our services.

Upon a thorough review of your case, we wish to provide clarification regarding the ongoing verification process. While you successfully completed the onsite identity verification, it has come to our attention that the verification of your payment methods is still pending.

It's important to note that the verification of card or bank documents is a separate step, and an email outlining the necessary KYC (Know Your Customer) requirements has been sent to you. Unfortunately, none of these documents have been provided during the onsite verification of your identity.

We would like to draw your attention to our Terms and Conditions, specifically sections 9.1 and 9.5, available on our website:

9.1: Wintopia Casino will not process any withdrawal request until the player account and identity are successfully verified.
9.5: All withdrawal requests undergo daily review from 9:00 to 18:00 (GMT+3) and are processed within 24 hours following a successful identity and account verification. Please note that weekends and bank holidays may impact these timeframes. Faster withdrawals may be available based on the player's VIP status and depositing activity. It's crucial to acknowledge that payment processing is subject to the policies and business hours of the involved financial institutions.

We want to assure you that our operations strictly adhere to the terms you agreed to upon account creation. Once you provide the requested documents to our KYC team and your account undergoes full verification, we will promptly process your withdrawal requests.

Our commitment is to maintain a pleasant gaming environment while adhering to globally established procedures related to KYC and AML (Anti-Money Laundering).

The reason for the delay in processing your withdrawals is the incomplete KYC process on your end. Based on all of the above, we would like to kindly share our perspective that the complaint is not justified.

Thank you for your understanding.

Sincerely,
Wintopia

Veröffentlicht am 31. Januar 2024

My withdrawal has been completed thank you.
I would like to add that you stated I had not supplied the necessary documents yet you have paid my withdrawal without me sending more documents. With respect you already had all the documents you required. Ty and ty ask gambler's for your help

AskGamblers
Veröffentlicht am 31. Januar 2024

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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