New Neutral Zone Casino Winomania Casino is now live at CM

[Winomania Support]

Hi guys!

Thanks again for your input. We wanted to say that every single message here is being given careful thought. All of your feedback has been forwarded to the relevant people in our team, and on the basis of it, some changes are already in the pipeline, which will help clarify some of the ambiguities you pointed out to us.

Thanks to @Casinomeister for giving us the chance to speak directly with you all, and thanks to everyone who commented, it is immensely appreciated.

Understandable. As you appreciate from our reactions, "up to 18 calendar days" for a standard withdrawal is unfathomable in the UK market - if your 99%+ range is considerably faster than that then it makes sense to quote that, with a footnote on reasons why it make take longer (KYC, AML, payment processing errors and so on).

For us as a company, our ethos has always been to not make promises that might not deliver, even if it means some players are discouraged from playing with us due to the long periods we mention.

Personally, the main question there would be how frequently withdrawals are processed - is it 24/7, or e.g. will it be during office hours 5, 6 or 7 days a week. I imagine that'll be the main source of disappointment (e.g. I withdraw 6pm on Friday, and it's still pending 8am on Monday).

We process withdrawals on a first come, first served basis Monday to Friday, during office hours, which is why our timeframes explicitly refer to business days. Our current vision for speeding up the withdrawal process is to make the majority of cashouts automatic, which would mean withdrawals would be handled on a rolling basis 24/7. This would apply to players for whom we already have a full set of KYC documents and who have already received a manually approved withdrawal to the same payment method. Obviously, the rest of the withdrawals of new players and/or to new payment methods will also be processed more speedily, as our team won’t have their hands full. This is still in the pipeline, as you can imagine, there are a lot of AML / regulatory factors to take into account, but hopefully, we will have good news for our players soon enough.

Again, thanks everyone for your feedback