Winbay Casino - Il ritiro del giocatore è stato posticipato.

Over the course of several weeks, I engaged in regular gambling activity on the platform, accumulating winnings totaling approximately €27,500. It is important to note that I did not use any bonuses or promotions; the winnings resulted exclusively from gambling with my own funds. During that period, I alternated between wins and losses, as is normal in gambling.

On May 2, 2026, I requested my first withdrawal in the amount of €500. Subsequently, I requested two more withdrawals of €500 each, totaling €1,500 in payment requests. To date, I have not received any funds nor have I been clearly informed of the reason for the delay.

Since then, I have contacted customer support numerous times, both via chat and through other channels provided by the casino. However, the responses I have received have been vague, generic, and insufficient, failing to provide any concrete explanation regarding the status of my withdrawals or a credible estimate for their completion.

I consider this situation unacceptable and contrary to the principles of transparency and good faith that should govern the relationship between the operator and its customers.

Ao longo de várias semanas, realizei atividade de jogo regular na plataforma, tendo acumulado ganhos que ascenderam a aproximadamente 27.500 €. Importa salientar que não utilizei quaisquer bónus ou promoções, tendo os ganhos resultado exclusivamente de jogo com fundos próprios. Durante esse período, fui alternando entre ganhos e perdas, como é normal na atividade de jogo.

No dia 02/05/2026, solicitei o meu primeiro levantamento no valor de 500 €. Posteriormente, solicitei mais dois levantamentos de 500 € cada, totalizando 1.500 € em pedidos de pagamento. Até à presente data, não recebi qualquer montante nem fui informado de forma clara sobre o motivo do atraso.

Desde então, contactei inúmeras vezes o serviço de apoio ao cliente, tanto através do chat como por outros canais disponibilizados pelo casino. Contudo, as respostas recebidas têm sido vagas, genéricas e insuficientes, não fornecendo qualquer explicação concreta sobre o estado dos meus levantamentos nem uma previsão credível para a sua conclusão.

Considero esta situação inaceitável e contrária aos princípios de transparência e boa-fé que devem reger a relação entre o operador e os seus clientes.

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Dear Mar341221,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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,

Attila