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Winstar Casino delaying Payment

Discussion in 'Casino Complaints - Non-Bonus Issues' started by deadoralive23, Jun 30, 2018.

    Jun 30, 2018
  1. deadoralive23

    deadoralive23 Experienced Member

    Occupation:
    worker
    Location:
    uk
    I deposited £20 and withdrew £1000 from Winstar Casino ( formerly moneygaming casino ) and they requested documents which have been sent in high quality.
    Is there a chance I could get assistance with getting my winnings?
     
  2. Jul 2, 2018
  3. deadoralive23

    deadoralive23 Experienced Member

    Occupation:
    worker
    Location:
    uk
    I appreciate the help

    Last time I contribute to this forum
     
  4. Jul 3, 2018
  5. WinStar

    WinStar I-Gaming Industry Representative

    Occupation:
    Customer Service Manager
    Location:
    London
    Hi deadoralive23,

    I am sorry to hear you had a bad experience with us regarding the approval of the documents you have submitted.

    To adhere to the regulators' guidelines, all the documents should be of good quality and in full focus; if submitting a passport, the full photo page as well as the adjacent page must be fully visible, the edges of the documents must not be cropped and the full document is visible in one picture; the utility bills sent as proof of address must be not older than 3 months. Finally, the back of the debit/credit cards used to deposit, if requested, must be signed.

    Sometimes delays can happen to satisfy this criteria and processing winnings.

    Please kindly let us know if you are still waiting for your case to be resolved, I will personally look into it to see what I can do.

    Thanks,
    WinStar World Customer Services Team


     
    asidea likes this.
  6. Jul 3, 2018
  7. asidea

    asidea Experienced Member PABnonaccred

    Occupation:
    Admin
    Location:
    UK
    Winstar Casino in my book is cool!, did accept my docs for approval with no problems. Won from a freebie, 5 fs, and cash out £100, paid me quick too!
     
  8. Jul 4, 2018
  9. deadoralive23

    deadoralive23 Experienced Member

    Occupation:
    worker
    Location:
    uk
    So my documents have been accepted .

    I contacted live chat and asked whether reversing the withdrawal would halter the process and she said no the team are in on Monday so I reversed the cash out, won some more money and placed a withdrawal at 4:00am Monday morning.
    It's Wednesday now and withdrawal is still pending so the live chat host was talking a load of shit.
    Emailed support and they said withdrawals can pend for 72 hours.
    72 hours?
    seriously any serious casino would have paid into my bank by that time.
    I will wait a few more hours until 72 have passed hopefully their is some progress because this is ridiculous .
     
    ed skull murphy likes this.
  10. Jul 4, 2018
  11. WinStar

    WinStar I-Gaming Industry Representative

    Occupation:
    Customer Service Manager
    Location:
    London
    Hi deadoralive23,

    I am sorry to hear you have not yet received your funds. Please note that Our Team always tries to process the withdrawals on the next business day after the transaction has been requested. The reason we provide a time frame of 72 hours is in case of weekends and bank holidays, however, I can assure you that we always strive to process withdrawals as soon as possible. Please keep in mind that once we approve the transaction on our side we have no control of when the funds will get to your card as this depends on your bank or billing society.

    If you have any questions or would like to receive more specific information about your transaction, please contact our friendly team via chat, phone or e-mail, we will be happy to review your account, address all your inquiries and provide you with more detailed information.

    Thanks!
     
  12. Jul 4, 2018
  13. deadoralive23

    deadoralive23 Experienced Member

    Occupation:
    worker
    Location:
    uk
    The withdrawal seems to have been processed so I'm confident the funds will reach my account and this case you can close this thread.
     

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