Winnita Casino - Le vincite del giocatore sono state posticipate e i fondi congelati.

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Dear Altomare,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify how many days it took for the successful withdrawals to be processed?
• Which payment method have you opted for to withdraw your winnings? Was it the same one you used before?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I should check the dates on the card.

Winnings come from my deposits

I use the same card for both deposits and withdrawals

What does frozen funds and deferred winnings mean?

Le date dovrei verificarle sulla carte

Le vincite derivano dai miei depositi

Uso la stessa carta sia per depositi che per prelievi

Cosa significa fondi congelati e vincite posticipate

Kristina, I want to emphasize that I urgently need these funds because I need them to cover significant medical expenses. Please do everything you can to expedite communication with the casino.

Kristina, ci tengo a sottolineare che ho urgenza di ricevere questi fondi poiché mi servono per coprire delle spese mediche importanti. Vi prego di fare il possibile per accelerare la comunicazione con il casinò.

I checked the credits:

the 3000 euro win on 03/30/26

450 euros on 02/04/26

450 euros on 04/04/26

300 euros on 02/04/26

the 1000 euro win on 03/04/26

100 euros on 05/04/26

everything at a standstill with always evasive answers

Ho controllato gli accrediti:

la vincita di 3000 euro il 30/03/26

450 euro il 02/04/26

450 euro il 04/04/26

300 euro il 02/04/26

la vincita di 1000 euro del 03/04/26

100 euro il 05/04/26

tutto fermo con risposte sempre evasive

Hi Kristina, I wanted to update you on an important point. The casino claims my withdrawals are taking up to 21 days because they're incorrectly adding my current withdrawals to those I've cancelled in the past. In reality, my remaining real credit is only €2,700 (split into six €450 installments).

I find it absurd that they're using past cancellations to slow down the payout of such small amounts, especially considering that a portion of the winnings have already been paid out without issue. I kindly ask them to inform the casino that the disputed total is €2,700 and that the 21-day deadline should not apply to these individual installments.

Ciao Kristina, volevo aggiornarti su un punto importante. Il casinò sostiene che i miei prelievi richiedano fino a 21 giorni perché sommano erroneamente i prelievi attuali a quelli che ho annullato in passato. In realtà, il mio credito reale residuo è di soli 2.700€ (divisi in 6 tranche da 450€).

​Trovo assurdo che usino gli annullamenti passati per rallentare il pagamento di cifre così piccole, specialmente considerando che una parte delle vincite è già stata pagata senza problemi. Chiedo gentilmente di far presente al casinò che il totale contestato è di 2.700€ e che i termini di 21 giorni non dovrebbero applicarsi a queste singole tranche."

Kristina, I just chatted with Winnita (attached screenshot). They responded with a standard message saying that the 21-day processing time applies to amounts over €6,500. I'm only waiting on €2,700, so this rule doesn't apply to me. They also said they usually pay within 15 minutes. It's clear they're just stalling.

Kristina, ho appena parlato in chat con Winnita (allego screenshot). Mi hanno risposto con un messaggio standard dicendo che i tempi di 21 giorni si applicano per cifre sopra i 6.500€. Io sto aspettando solo 2.700€, quindi questa regola non si applica a me. Inoltre dicono che normalmente pagano in 15 minuti. È chiaro che stanno solo prendendo tempo.

Allego screenshot

"Kristina, the casino is claiming in chat that the withdrawal is blocked because the account is 'under verification.' I would like to point out that my account was previously verified without any problems. This is a false justification the casino is using to delay the payment of €2,700, given that I was not asked for any additional documentation. I kindly ask you to dispute this claim as a delaying tactic not supported by the facts."

"Kristina, il casinò sta dichiarando in chat che il prelievo è bloccato perché l'account è 'in verifica'. Vorrei sottolineare che il mio account era già stato verificato in precedenza senza alcun problema. Questa è una falsa giustificazione che il casinò sta usando per ritardare il pagamento di 2.700€, dato che non mi è stata fatta alcuna richiesta di documenti aggiuntivi. Chiedo gentilmente di contestare questa affermazione come tattica dilatoria non supportata dai fatti."

"Kristina, I have an important update. The casino just changed its story. After claiming that the account was under review (but it had already been verified), they're now claiming that withdrawals are being suspended because they're performing a 'gaming activity review.' This is clearly another delaying tactic to find reasons not to pay. My play has been regular, and I haven't violated any terms. I'm demanding that the casino provide concrete evidence of what they're investigating and how long it will take for this additional review to be completed."

"Kristina, ho un aggiornamento importante. Il casinò ha appena cambiato versione. Dopo aver sostenuto che l'account era in verifica (ma era già stato verificato), ora sostengono che i prelievi sono sospesi perché stanno facendo una 'verifica dell'attività di gioco'. Questa è chiaramente un'ulteriore tattica dilatoria per cercare motivi per non pagare. Le mie giocate sono state regolari e non ho violato alcun termine. Chiedo che il casinò fornisca prove concrete di cosa stiano esaminando e entro quanto tempo si concluderà questa ulteriore verifica."



Supplementary Complaint Declaration

Subject: Clarifications regarding the withdrawal block (Winnita)

To the kind attention of Kristina (CasinoGuru),

I hereby wish to provide a formal summary of my situation, in response to the

justifications provided by the casino for suspending my withdrawals (€3,000 and €1,000).

1. Absence of Bonus

As documented by the attached screenshot of my profile, the bonus balance is €0.

I have not used any bonuses for the games that led to the current winnings. Therefore,

any reference by the casino to possible violations of "bonus terms" or "wagering requirements"

it has no technical basis.

2. Logical Contradiction (Deposits vs. Assets)

The casino justifies the withdrawal block by citing a "verification of gaming activity." However,

I would like to point out that, following the games that the casino defines as "suspicious", the

system continued to accept my deposits regularly.

If my account was under investigation for fraud or irregularities, the security system

He should have blocked it promptly. Accepting my funds and then blocking the winnings.

at the time of withdrawal, it constitutes incorrect and bad faith behavior.

3. Formal Request

In light of the above, I ask the casino to:

Provide concrete and non-generic evidence of any violations of the terms (not based on

assumptions).

Please proceed to release my pending withdrawals, as they were made with funds

real and without any irregularities detected by the system at the time of deposits.

I await a definitive response.

Best regards,

The Player

Dichiarazione Integrativa Reclamo

Oggetto: Chiarimenti in merito al blocco dei prelievi (Winnita)

Alla cortese attenzione di Kristina (CasinoGuru),

Con la presente desidero fornire un riepilogo formale della mia situazione, in risposta alle

giustificazioni fornite dal casinò per la sospensione dei miei prelievi (3.000€ e 1.000€).

1. Assenza di Bonus

Come documentato dallo screenshot allegato del mio profilo, il saldo bonus è pari a 0€. Non

ho usufruito di alcun bonus per le giocate che hanno condotto alle vincite correnti. Pertanto,

ogni riferimento del casinò a possibili violazioni di "termini dei bonus" o "requisiti di puntata"

è privo di fondamento tecnico.

2. Contraddizione Logica (Depositi vs Attività)

Il casinò giustifica il blocco dei prelievi citando una "verifica dell'attività di gioco". Tuttavia,

faccio notare che, in data successiva alle giocate che il casinò definisce "sospette", il

sistema ha continuato ad accettare regolarmente i miei depositi.

Se il mio account fosse stato sotto inchiesta per frode o irregolarità, il sistema di sicurezza

avrebbe dovuto bloccarlo tempestivamente. Accettare i miei fondi per poi bloccare le vincite

al momento del prelievo configura un comportamento scorretto e in malafede.

3. Richiesta Formale

Alla luce di quanto sopra, chiedo al casinò di:

Fornire prove concrete e non generiche di eventuali violazioni dei termini (non basate su

supposizioni).

Procedere allo sblocco dei miei prelievi in sospeso, dato che sono stati effettuati con fondi

reali e senza alcuna irregolarità rilevata dal sistema al momento dei depositi.

Resto in attesa di un riscontro risolutivo.

Cordiali saluti,

Il Giocatore

"Kristina, I'm attaching screenshots of my profile (bonus balance at €0) and transaction history. This evidence clearly shows that I didn't use any bonuses and that the casino continued to accept my deposits regularly even after the games in question. I remain waiting."

"Kristina, allego gli screenshot del mio profilo (saldo bonus a 0€) e la cronologia delle transazioni. Queste prove dimostrano chiaramente che non ho usufruito di bonus e che il casinò ha continuato ad accettare i miei depositi regolarmente anche dopo le giocate in questione. Resto in attesa."

"Kristina, I'm attaching screenshots of my profile (bonus balance at €0) and transaction history. This evidence clearly shows that I didn't use any bonuses and that the casino continued to accept my deposits regularly even after the games in question. I remain waiting."

"Kristina, allego gli screenshot del mio profilo (saldo bonus a 0€) e la cronologia delle transazioni. Queste prove dimostrano chiaramente che non ho usufruito di bonus e che il casinò ha continuato ad accettare i miei depositi regolarmente anche dopo le giocate in questione. Resto in attesa."

Dear Altomare,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Altomare,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Winnita Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Winnita Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Mediator, I've carefully checked the entire "Game History" section of my account, but there's no option or button to download the data in CSV or Excel format. The site only allows for screen viewing.

How should I proceed? Are the screenshots I've already attached sufficient, or should I request this data directly from casino support via email?

Gentile mediatore, ho controllato minuziosamente tutta la sezione dedicata alla 'Cronologia di gioco' (Game History) nel mio account, ma non esiste alcuna opzione o pulsante per scaricare i dati in formato CSV o Excel. Il sito permette solo la visualizzazione a video.

​Come devo procedere? Sono sufficienti gli screenshot che ho già allegato in precedenza o devo richiedere questi dati direttamente al supporto del casinò via email?

Dear broker, I'm updating you on the situation: I received a communication from Winnita support informing me that my account is currently under review and that withdrawals are blocked.

I suspect this is just a ploy to further delay the payment. I kindly ask you to take note of this update and urge the casino to provide a concrete and specific timeframe for completing this "review." I look forward to hearing from you.

Gentile mediatore, vi aggiorno sulla situazione: ho ricevuto una comunicazione dal supporto di Winnita che mi informa che il mio account è 'attualmente in fase di revisione' e che i prelievi sono bloccati.

​Temo che questa sia solo una tattica per ritardare ulteriormente il pagamento. Vi chiedo cortesemente di prendere atto di questo aggiornamento e di sollecitare il casinò, chiedendo loro di fornire una tempistica certa e reale per il completamento di questa 'revisione'. Resto in attesa di un vostro riscontro.

Hello Altomare,

thank you for your message and the update.

Yes, you can request the game history data directly from the casino support if there is no export option available in your account. That would actually help us significantly with the review of the case.

I also confirm that I have received your email with the screenshot showing the transaction history.

At this stage, we will now wait for the casino’s official response in the complaint thread before proceeding further.

If you receive any additional information, please feel free to share it here.

Dear Samuel, I would like to sincerely thank you for your interest in my case and for all the support you are providing in handling this complaint. Kind regards.

Gentile Samuel, desidero ringraziarla sinceramente per l'interesse dimostrato nei confronti del mio caso e per tutto il supporto che sta fornendo nella gestione di questo reclamo. Cordiali saluti.

Good afternoon,

I am forwarding your request to the finance department to clarify the situation. I will get back to you shortly with an update. Thank you very much!

Hello everyone,

thank you for the update.

Dear Altomare, thank you for your kind message. I’m glad to assist you with this case and I will do my best to help bring it to a fair resolution.

Dear Winnita Casino, thank you for the update. I will now wait for your clarification from the finance department regarding the situation.

Thank you for your cooperation.

Good morning,

I'm updating the situation regarding my complaint.

I received 3 transfers of €450 each, for a total of €1350.

However, I would like to point out that my total outstanding balance was €2,700. Therefore, I still have €1,350 to complete the payment.

I'm awaiting feedback from the casino regarding the timing for paying the remaining balance.

Thank you.

Buongiorno,

aggiorno la situazione riguardo al mio reclamo.

Ho ricevuto 3 bonifici da 450€ ciascuno, per un totale di 1350€.

Tuttavia, vorrei far notare che il mio saldo totale in sospeso era di 2700€. Pertanto, mancano ancora 1350€ per completare il pagamento.

Attendo un riscontro da parte del casinò in merito alla tempistica per il saldo della parte rimanente.

Grazie.

Dear Samuel, I'm writing to request a kind update on the status of my claim. As previously reported, I've only received half of the funds owed (€1,350 of a total of €2,700). I'd like to know if there's any update regarding the remaining balance or if the casino has responded to my complaint. I look forward to hearing from you. Kind regards.

Gentile Samuel, Le scrivo per chiederLe un cortese aggiornamento sullo stato della mia pratica. Come segnalato in precedenza, ho ricevuto solo la metà dei fondi dovuti (1350€ su 2700€ totali). Vorrei sapere se ci sono novità riguardo al saldo rimanente o se il casinò ha fornito riscontri in merito alla mia segnalazione. Resto in attesa di un Suo riscontro. Cordiali saluti.

Good morning Samuel,

I am writing to you again because, a few days after my last message, I have received neither a reply nor the remaining balance (€1350).

Having already received the first half of the payment, I'm confident the process will be concluded successfully, but the ongoing silence and lack of updates regarding the remaining balance are causing me great concern.

Please provide me with an update on the expected payment completion time. I look forward to hearing from you.

Kind regards.

Buongiorno Samuel,

​mi permetto di scriverLe nuovamente poiché, a distanza di qualche giorno dal mio ultimo messaggio, non ho ricevuto né riscontri né il saldo rimanente (1350€).

​Avendo già ricevuto la prima metà del pagamento, sono fiduciosa che la pratica si concluderà positivamente, ma il perdurare del silenzio e la mancanza di aggiornamenti in merito al saldo residuo mi causano forte preoccupazione.

​Le chiedo cortesemente di fornirmi un aggiornamento in merito alle tempistiche previste per il completamento del pagamento. Resto in attesa di un Suo cortese riscontro.

​Cordiali saluti.

Hello everyone,

Dear Altomare,

thank you for your updates and for confirming the partial payments received. At this point, we will wait for the casino to respond regarding the remaining outstanding balance.

Dear Winnita Casino,

could you please confirm the status of the remaining €1,350 balance and provide an estimated timeframe for when the final payment will be processed?

Thank you for your cooperation.

Good morning Samuel,

I'm updating you by letting you know that I received an additional transfer of €450.

However, I must point out that this "payment by installments" or "drop by drop" method the casino is adopting is extremely frustrating and unprofessional. I was wondering if I could urge Winnita's finance department to settle the remaining amount (€900) in one lump sum, so I could definitively close this matter without further excruciating delays.

I'll wait for your response, thank you.

Buongiorno Samuel,

​ti aggiorno comunicandoti che ho ricevuto un ulteriore bonifico di 450€.

​Devo però segnalare che questa modalità di pagamento 'a rate' o 'goccia a goccia' che il casinò sta adottando è estremamente frustrante e poco professionale. Mi chiedevo se potessi sollecitare il dipartimento finanziario di Winnita affinché saldino l'importo residuo (900€) in un'unica soluzione, per chiudere definitivamente questa pratica senza ulteriori attese snervanti.

​Resto in attesa, grazie.

Good afternoon,

I have forwarded your request to the finance department. However, I can already see that one payment is scheduled to arrive on the 30th April. I will also ask for the second payment to be sent on the 30th April.

Good morning,

Thank you for your response and for contacting the finance office. I understand that payments are due tomorrow, April 30th. I await receipt of the payment due before considering this matter closed.

Kind regards.

Buongiorno,

​ringrazio per il riscontro e per aver sollecitato l'ufficio finanziario. Prendo atto che i pagamenti sono previsti per domani, 30 aprile. Resto in attesa della ricezione di quanto dovuto per poter considerare la pratica conclusa.

​Cordiali saluti.

Hello everyone,

Dear Winnita Casino,

thank you for the update and for forwarding the request to your finance department. Your cooperation is appreciated.

Dear Altomare,

thank you for the update as well. For now, please wait for the scheduled payments on April 30th and let me know once you receive them. If everything is completed as expected, we can then proceed with closing the complaint. In case of any delays or issues, feel free to inform me immediately.

Good morning Samuel,

I'd like to update you on the situation. As promised by the casino, today, April 30th, I received a wire transfer of €450.

However, I've noticed an anomaly in the remaining balance on my gaming account. Although my remaining balance was €900, after today's €450 withdrawal, my current balance is only €405.17, instead of the expected €450.

I kindly request that the casino explain this difference of approximately €45 and proceed with the payment of the entire remaining balance without further deductions or delays.

Thank you for your continued support.

Buongiorno Samuel,

​desidero aggiornarti sulla situazione. Come promesso dal casinò, oggi 30 aprile ho ricevuto un bonifico di 450€.

​Tuttavia, ho riscontrato un'anomalia nel saldo rimanente sul mio conto gioco. Nonostante il debito residuo fosse di 900€, dopo il prelievo odierno di 450€ il mio saldo attuale è di soli 405,17€, anziché i 450€ previsti.

​Chiedo cortesemente che il casinò fornisca spiegazioni su questa differenza di circa 45€ e che proceda al pagamento dell'intero saldo rimanente senza ulteriori decurtazioni o ritardi.

​Grazie per il tuo costante supporto.

Hello everyone,

Dear Altomare,

thank you for your update. I understand your concern regarding the difference in the remaining balance.

There is a relevant rule in the casino’s Terms and Conditions which may apply in this situation:

"8.11.4. If, at the moment the withdrawal request is made, the customer's total stake of bets placed using real money is less than double their deposit, the Company has the right to charge a fee of 10%–25% of the withdrawal amount. The fee will be deducted from the customer's real balance.

The value of the fee depends on the customer's loyalty program status:

• Silver: 25% of the withdrawal amount
• Gold: 20% of the withdrawal amount
• Platinum, Diamond, Super VIP – 10% of the withdrawal amount

Newcomer and Bronze status customers cannot withdraw funds until they have wagered double the amount of their deposit.

Example: You have reached the Platinum status. At the time of withdrawal, you have wagered less than double your deposit amount. If you withdraw 300 €, an additional 30 € will be withheld from your account, i.e. 10% of the value of the request. Therefore, in order to successfully withdraw 300 € you must have at least 330€ in your balance. In order to make fee-free withdrawals, the customer must wager double the amount they deposit."

Based on this, it is possible that such a fee has been applied, which could explain the discrepancy you noticed.

Dear Winnita Casino,

could you please confirm whether this rule has been applied in this specific case and clarify the exact calculation of the deducted amount? Additionally, please confirm the status of the remaining balance and whether the second payment has already been processed as previously indicated.

Thank you both for your cooperation.