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Withdrawals have been stuck for over a month

Kotiutukset olleet jumissa yli kuukauden

Dear tpylkkanen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Was your account successfully verified?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The withdrawal is still pending, They announced that there is a surplus, The account has been confirmed, with the Bonus

Nosto on edelleen vireillä, Ilmoittivat että on ruhkaa, Tili on vahvistettu, Bonuksen kanssa

Hi tpylkkanen,

• Could you kindly specify which exact bonus you activated and utilized to accumulate your winnings?
• Please send confirmation of the successful verification of your account to petronela.k@casino.guru.

Thank you.

Screenshot sent by e-mail. And bonus offer,

Thank you very much, tpylkkanen, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@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 tpylkkanen, 

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

Dear WinLegends Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Waiting...

Dear tpylkkanen,

We inform you that your account is under review by our casino's risk department.

You will receive a notification via email linked to your casino account as soon as your account is checked by the Risk Department.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Winlegends Casino Risk Department.

Thats total bullshit. It has taken almost TWO MONTHS NOW!!!

Dear WinLegends Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

Dear tpylkkanen,

2024-03-07 11:40:09 UTC +0 You have received a notification that your payment in the amount of 200 euros has been successfully completed.

2024-03-11 08:10:08 UTC +0 You have received a notification that your payment in the amount of 200 euros has been successfully completed.

We ask that you confirm that you have received your payments.

Also, at the moment you have two active withdrawal requests in your account in the amount of 200 EUR each, and an active balance in the amount of 121 EUR. We ask you to submit a request for withdrawal of the balance of your casino account.

These withdrawal requests are processed on an individual schedule, according to the following rules:

9.2. The finance department has the right to determine its own payment and withdrawal terms, as well as the maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.

You can also always request a custom payment schedule by contacting kyc@winlegends.com.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Winlegends Casino Risk Department.

Thank you for the fast response, WinLegends Casino. 

tpylkkanen, could you please advise if you have received the payment?

Can you also submit a request for the withdrawal of the remaining balance of your casino account, as per casino's request?

Otherwise, I would repatriate the rest of the money, but my account has been disabled. I will announce when the last coin is in my account.

Activate my account! Otherwise I won't be able to get my money.

Muuten kyllä kotiuttaisin loput rahat, mutta tilini on poistettu käytöstä. Ilmoitan siinä vaiheessa kun viiminenkin kolikko on tililläni.

Aktivoikaa tilini! En muuten pysty saamaan rahojani.

Thank you tpylkkanen for your response.

Dear WinLegends Casino, will you be able to activate this player's account, so he is able to submit one more withdrawal request?

Dear tpylkkanen,

We inform you that your account is open and you have withdrawn the balance of your balance in the amount of 121 EUR at 2024-03-11 15:42:01 UTC+0.

Also, on 2024-03-14 05:55:09 UTC+0 and 2024-03-18 07:45:09 UTC+0 two payments were made to you in the amount of 200 EUR each, of which you were notified by email linked to your account casino.

We ask that you confirm that you have received your payments.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

Winlegends Casino Risk Department.

Thank you for the response, WinLegends Casino. 

tpylkkanen, could you please advise if you have received the payment?

Not all yet

En vielä kaikkia

All money received

Kaikki rahat tulleet

We appreciate your cooperation and confirmation, tpylkkanen. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina