Wintino Casino - γενική συζήτηση

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I am writing to lodge a formal complaint regarding my account. On 01.10.2026, my withdrawal of €500 was rejected (ID: 1109450113) and the funds were returned to my main balance.

Currently, the system does not allow me to submit a new withdrawal request. There are no pending KYC/verification requests on my profile, and I have not received a valid explanation for why the withdrawal button is disabled.

I request that you process my withdrawal of €500 via Bank Transfer / Card immediately, or provide a clear, detailed reason why my account functionality is restricted.

Attached are the transaction history screenshots proving my account balance and rejected payout.

Filip Radovanovic

Having the €500 returned to your balance but being unable to request another withdrawal leaves the issue unresolved. Just to clarify, you’re posting on the Casino Guru forum, we’re independent of Wintino and cannot process payments or enable withdrawals on your account.

Has your verification previously been confirmed as approved? Having no outstanding document requests doesn’t necessarily confirm that. Also, does the withdrawal button show an error message, and what did support say when you reported it?

Ask them to explain both the rejected payment and the current restriction, including what needs to happen before you can withdraw again. Keep the €500 untouched while this is being clarified.

We generally allow casinos up to 14 days to resolve withdrawal issues. If it remains unresolved after that period or close to that timeframe, you can submit a formal complaint through our Complaint Resolution Center for assessment.

Thank you for the guidance. To clarify the current situation:

Amount: The balance is currently €468 (due to earlier account balance updates).

Verification Status: My account shows no active document requests, but support has not explicitly confirmed if full KYC is fully completed or approved.

Withdrawal Option: The withdrawal option is technically available, but every time I request a transfer (both via card and manual Bank Transfer to my IBAN), it gets processed for 3 days and then canceled with a generic 'technical error' message.

Casino Response: Live chat agents keep giving template responses telling me to 'wait', while my official emails asking for specific reasons and account restrictions remain completely ignored.

I am keeping the entire balance untouched while trying to resolve this."

That clarifies that the problem is now repeated cancellations, rather than a disabled withdrawal button. A generic technical error after three days still doesn’t explain why both payment methods fail or whether verification is involved.

What caused the balance to change from €500 to €468—was it a fee, an adjustment by the casino, or something else?

Given that this has continued since October 1 despite your attempts to resolve it, I’d suggest submitting a formal complaint here. You don’t need to wait until exactly 14 days have passed in these circumstances. Our team can assess the repeated cancellations and unclear verification status.

It’s good that you’re keeping the remaining balance untouched.

Unresolved repeated withdrawal cancellations and unresponsiveness – Wintino Casino

Dear Casino Guru Team,

I am submitting this formal complaint against Wintino Casino regarding repeated withdrawal failures and lack of customer support.

Clarification on the Balance Amount:

To clarify the change from €500 to €468: I played a portion of the funds, reducing my total balance to exactly €468.00. I have kept this remaining €468.00 completely untouched on my balance since then, as requested.

Summary of the Issue:

First Withdrawal: I initially requested a withdrawal to my payment card, which was automatically declined.

Second Withdrawal: Following support instructions, I submitted a manual SEPA Bank Transfer request (€468) to my personal bank account (Erste Bank Croatia).

Cancellation & False Claims: After waiting 3 business days, the withdrawal was again canceled with a generic message citing a "payment service provider technical error." Wintino support claims it is an issue with my bank. However, I have officially contacted Erste Bank, and they confirmed in an official email response that they do not record any rejected incoming transactions or attempts on their side. This proves the issue is entirely on the casino's end.

Support Unresponsiveness: My emails requesting a clear explanation or KYC document verification instructions remain unanswered, and live chat only gives generic template responses.

Evidence & Screenshots:

I have collected and saved all relevant evidence and screenshots, including the official email confirmation from Erste Bank, transaction history, error messages, and support chat conversations. I am ready to provide them immediately.

Requested Resolution:

I request that Wintino Casino process and approve my pending €468 withdrawal via SEPA Bank Transfer or clearly specify if any KYC verification documents are required to complete the payout.Thank you for your assistance.

Thank you for your assistance.

Sincerely,

Filip

Thank you for clarifying what happened to the difference in your balance and for keeping the remaining €468 untouched.

However, posting this text here on the forum does not create a formal complaint. I cannot currently see confirmation that you submitted one through our Complaint Resolution Center. Please use the link from my previous reply and complete the complaint form there. You can then provide our complaints team with the bank’s email, transaction history, cancellation messages, and support conversations you mentioned.

The bank’s confirmation is certainly relevant evidence, although it does not necessarily prove that the issue is directly within the casino itself. The payment may have failed at the casino’s payment provider or another intermediary before reaching your bank. This is something our complaints team can assess once your complaint has been properly submitted.