Win2Chill Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

I am submitting a complaint regarding Win2Chill because I have experienced repeated problems withdrawing my legitimate balance. Approximately €1,750 remains in my account.

Win2Chill confirmed in writing on 7 August 2026 that my welcome bonus had been fully wagered/completed, so there should be no outstanding wagering requirement.

My original Visa withdrawal remained pending for approximately five days. Earlier withdrawals had been rejected because verification was required, which I complied with. However, the withdrawal problems continued.

On 10 August, Win2Chill explicitly instructed me to cancel my pending withdrawals and submit a new request for a smaller amount. I followed this instruction, but smaller withdrawals also did not solve the problem. My transaction history shows attempts ranging from €25 to several hundred euros.

Support then gave me a concerning explanation: "The maximum withdrawal amount depends on your deposit activity."

I repeatedly asked them to identify the exact Terms & Conditions clause establishing such a restriction. They could not provide one.

Support instead stated that withdrawal limits may be individually determined based on deposit activity, transaction history, payment method, account status, currency, verification and internal processing limits. However, they could not tell me what the actual withdrawal limit for my account was.

I was then advised to submit the minimum possible withdrawal and gradually try higher/further amounts to determine what the system would accept. This effectively requires me to discover an undisclosed withdrawal limit through trial and error, while support cannot explain its contractual basis.

Later, I received another explanation. Support stated that there were "temporary technical difficulties" with my selected withdrawal method and advised me to use another method.

During another conversation I was told that my withdrawal was being reviewed by the verification department.

I have no objection to legitimate verification requirements, but these explanations have repeatedly changed: verification, withdrawal amount, deposit activity, individual withdrawal limits, payment method and technical difficulties.

I subsequently attempted another €500 withdrawal. This also failed. According to information provided to me by my bank, an incoming transaction of approximately €500 had been attempted but failed/cancelled because of a technical issue on the casino/payment side. The money did not reach me.

My main concern is therefore not one delayed withdrawal, but the overall pattern. I have repeatedly followed Win2Chill's instructions, cancelled withdrawals when instructed, requested smaller amounts and tried different available payment methods, yet I still cannot reliably withdraw my balance.

Most importantly, Win2Chill claimed that my maximum withdrawal depends partly on my deposit activity, but support could neither tell me what my actual limit was nor identify the T&C clause establishing this restriction.

I would therefore appreciate Casino Guru's assistance in asking Win2Chill to:

Explain why my withdrawals have repeatedly been delayed, rejected or failed.

Confirm whether withdrawals are restricted based on deposit activity and provide the exact T&C clause allowing this.

State the exact withdrawal limit applicable to my account.

Explain why I received several different reasons for the withdrawal problems.

Explain why the €500 withdrawal failed.

Confirm that my remaining legitimate balance of approximately €1,750 will be paid in full.

I have screenshots documenting the relevant withdrawal attempts, support conversations, Win2Chill emails, completed bonus requirements and the different explanations provided by support.

I have cooperated with the casino throughout this process and simply want my legitimate balance paid and a clear, contractually supported explanation for the repeated withdrawal problems.

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Dear aglmntrn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aglmntrn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean