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Hello, I have an issue with this casino regarding withdrawal limits. I made a significant win and have a balance of 7500 euros. However, the casino only allows a maximum withdrawal of 2500 euros per week. So, I withdrew 2500 euros and after a week (today), they sent me just 200$, telling me that the casino tends to stagger player withdrawals. This seems crazy to me; I need to withdraw 7500 euros. If they send me 200$ per week, it'll take almost a year to withdraw the entire balance... please do something.

Salve, ho un problema con questo casino riguardante i limiti di prelievo. Ho fatto una grossa vincita ed ho un saldo di 7500 euro. Il casino però permette un prelievo massimo di 2500 euro a settimana. Quindi ho prelevato 2500 euro e dopo una settimana (oggi) mi hanno inviato solo 200$, dicendomi che il casino tende a dilazionare i prelievi dei giocatori. Ma mi sembra una follia tutto ciò, io devo prelevare 7500 euro, se mi inviano 200$ a settimana mi ci vorrà quasi un anno per prelevare tutto il saldo... per favore fate qualcosa

Dear investorlub,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinPort Casino.

I've found the withdrawal limits for each payment method here: https://winportcasino.com/banking

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you able to submit several withdrawal requests at once?
• Have you contacted casino support and asked for assistance in the matter?
• Did casino support offer any recommendations for you in this situation?

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

Best regards,

Tomas

Dear investorlub,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, no it is not possible to make withdrawal requests at the same time, the casino only allows you one request at a time. I wrote to the casino more than once to find a solution but they didn't want to know anything, they continue to pay me $200 a week...

Even though their casino indicates a maximum withdrawal of $2500 per week, it's not true, it's false... I'm trying to make a withdrawal of $2500 and they keep sending me $200 and the rest they put in my account casino

CIao, no non è possibile fare richieste di prelievo in contemporanea, il casino ti permette solo una richiesta alla volta. Ho scritto più di una volta al casino per trovare una soluzione ma non hanno voluto sapere niente, mi continuano a pagare con 200$ a settimana...

Anche se sul loro casino è indicato un prelievo max di 2500$ a settimana, non è vero, è falso... sto provando a fare prelievo da 2500$ e loro mi continuano ad inviare 200$ e il resto me lo mettono sul conto del casino

Do you see? This just arrived, even though I requested $2,500 a week ago, they sent me $200 again and they credited the rest back to my casino account.

Vedete? questa mi è appena arrivata, nonostante una settimana fa abbia fatto richiesta per 2500$, mi hanno inviato nuovamente 200$ ed il resto me lo riaccreditano sul conto del casino

Thank you very much, investorlub, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear investorlub,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the WinPort Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear WinPort Casino,

Could you please provide detailed information regarding this case and clarify the reasons for the delay in the player's withdrawal? Specifically, could you explain why the withdrawal amount was reduced?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo, there's no news. They always answer me the same way, that due to their internal policy the withdrawals are halved. But then I wonder, what are they writing to do that the maximum weekly withdrawal is €2,500 when it's not true, they're sending me $200 a week, and I have a balance of over €7,000 to withdraw... at this rate there it will take almost a year to withdraw the entire amount. It seems absurd to me

Ciao Kubo non c'è nessuna novità. Mi rispondono sempre allo stesso modo, che per una loro politica interna i prelievi vengono dimezzati. Ma allora mi chiedo io, cosa scrivono a fare che il prelievo max settimanale è di 2500€ quando non è vero, mi stanno inviando 200$ a settimana, ed io ho un balance di oltre 7000 euro da prelevare... di questo passo ci vorrà quasi un anno per prelevare tutto l'ammontare. Mi sembra un assurdità

Hi,

Thank you for bringing this matter to our attention.

We have investigated the issue with our team, and my colleagues informed me that according to the casino terms, "cashouts may be split into smaller parts depending on the Player Class and corresponding cashout limit, and are paid via the chosen cashout method."

However, after further consideration, they have arranged for your next withdrawal to be approved on Monday for the full amount requested. Please be assured that my colleagues will adhere to the withdrawal limit stated on the website.

If you have any further questions, please do not hesitate to reach out.

Hi, but do you realize that you are paying me €200 a week? I made a win of €7500. It is not possible for me to defer the payment to €200 per week, it will take almost a year to withdraw the entire amount. it's nonsense... please at least let's get a more decent deal, let's get to at least €1000 a week, so that in just over a month I can withdraw my winnings. Furthermore, on your site it is stated that the maximum payout is €2500 per week but then I did not respect it and paid €200 per week

Salve, ma vi rendete conto che mi state pagando 200€ a settimana? io ho fatto una vincita di 7500€. Non è possibile che mi dilazionate il pagamento a 200€ a settimana, ci vorrà quasi un anno per prelevare l'intero importo. é un assurdità... per favore almeno prendiamo un accordo più decente, arriviamo almeno a 1000€ a settimana, cosi che in poco più di un mese riesco a prelevare la mia vincita. Inoltre sul vostro sito è dichiarato che il payout massimo è di 2500€ a settimana ma poi non l'ho rispettate e pagate 200€ a settimana

Dear investorlub,

What my colleagues mean is that they'll approve your withdrawal on Monday for no less than EUR 1000. Please await an email from the Finance Team on Monday regarding your withdrawal request.

If you have any further questions, please do not hesitate to reach out.

€1000 is fine, but I would like you to do it every week, I wouldn't want you to give me €1000 on Monday and then come back with €200 a week...

1000€ va bene, ma vorrei che lo faceste tutte le settimane, non vorrei che mi deste 1000€ lunedi e poi si ritorna con i 200€ a settimana...

Dear investorlub,

Please be informed that EUR 1000 is the minimum withdrawal amount that my colleagues will approve. This will be on a regular basis, not as a one-time payment.

A thousand thanks. Thank you for your seriousness and for finding a decent agreement

Grazie mille. Vi ringrazio per la vostra serietà e per aver trovato un accordo decente

Dear investorlub,

Since you have evidently reached an agreement with the casino regarding the payout of your balance, we consider this complaint resolved. If any issues arise with the disbursement of your winnings, please do not hesitate to reopen this complaint, and we will address it further.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best regards,

Kubo