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Dear player,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you accumulated your winnings with or without an active bonus?

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

Hello Attila,

Thanks for your message.

Yes, I have already made successful withdrawals in the past.

I played exclusively slots, particularly Book of Ra Deluxe and Book of Ra Magic.

The winnings were accumulated without any active bonus, only with real balance.

I initially won around €40,000. I made my first withdrawal request on September 1st. Due to KYC (Know Your Customer Confidence) verification, the process took until around September 10th.

On October 10th, seeing no credit and thinking the withdrawal would never be paid, I logged back into my account and reversed a withdrawal of approximately €10,000. I then continued playing and managed to reach a balance of approximately €40,000, for which I submitted a new withdrawal request.

Subsequently, the casino did not pay me the full amount, but only a portion: they credited me only the difference between €40,000 and €35,100, thus leaving a residual balance of €35,100 blocked, which is still being withheld without a clear and definitive explanation.

The deadline for completing withdrawals was December 31st. When I wrote on January 1st to ask why my money hadn't been credited yet, the casino's response was that they needed to conduct further verification, using this as a new justification for the delay, without providing a specific timeframe.

My account is fully verified and I have always cooperated by providing all the required documents, but the casino continues to delay the full payment without demonstrating any actual violation of the terms.

Best regards,

White

Ciao Attila,

grazie per il tuo messaggio.

Sì, in passato ho già effettuato prelievi con successo.

Ho giocato esclusivamente alle slot, in particolare Book of Ra Deluxe e Book of Ra Magic.

Le vincite sono state accumulate senza alcun bonus attivo, solo con saldo reale.

Inizialmente ho vinto circa 40.000 €. Ho creato una prima richiesta di prelievo il 1° settembre. A causa delle verifiche dei documenti (KYC), la procedura si è protratta fino a circa il 10 settembre.

Il 10 ottobre, non vedendo alcun accredito e pensando che il prelievo non sarebbe mai stato pagato, sono entrata nuovamente nel conto e ho annullato un prelievo di circa 10.000 €. Ho poi continuato a giocare e sono riuscita di nuovo a raggiungere un saldo di circa 40.000 €, per i quali ho effettuato una nuova richiesta di prelievo.

Successivamente il casinò non mi ha pagato l’intero importo, ma solo una parte: mi hanno accreditato esclusivamente la differenza tra i 40.000 € e i 35.100 €, lasciando quindi bloccato un saldo residuo di 35.100 €, che risulta tuttora trattenuto senza una spiegazione chiara e definitiva.

La scadenza indicata per il completamento dei prelievi era il 31 dicembre. Quando il 1° gennaio ho scritto per chiedere perché i miei soldi non fossero ancora stati accreditati, la risposta del casinò è stata che dovevano effettuare un’ulteriore verifica, utilizzando questa come nuova giustificazione per il ritardo, senza fornire tempistiche precise.

Il mio account è completamente verificato e ho sempre collaborato fornendo tutti i documenti richiesti, ma il casinò continua a rimandare il pagamento completo senza dimostrare alcuna reale violazione dei termini.

Distinti saluti,

Bianca

Dear player, thank you very much for your reply.

Could you please post a screenshot of your pending withdrawal?

Additionally, could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru, or attach screenshots here.

Thank you for your patience and cooperation.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, they started making payments of €450 every other day, only about €1500 so far of the €35,100... they promised me €15,000 every 30 days, and the entire amount within 74 days.

Buongiorno, hanno iniziato a fare pagamenti di 450€ un giorno si e uno no, solo 1500 circa fino adesso dei 35.100€ .. mi hanno promesso 15 mila ogni 30 giorni, ed entro 74 giorni l’intero importo

Dear player, thank you very much for your reply.

Could you please post a screenshot of your pending withdrawals?

Additionally, could you please confirm how much do you currently need to withdraw in total? Do you still face delays with the payment?

Thank you in advance for your reply.

Good morning, I haven't received any money for days. I still have €32,400 to go.

Buongiorno, da giorni non mi accreditano più niente . Devo ancora ricevere 32.400€

They banned my account today, claiming I use two accounts. But the account belongs to my husband. They're just making excuses to not pay me my winnings! I don't know what to do.

mi hanno bannato l’account oggi, con la scusa che utilizzo 2 account. Ma l’account essendo di mio marito. Si trovano solo scuse, per non pagarmi la vincita! Non so cosa fare

Dear player, thank you for the update. I am sorry to hear that.

Could you please advise when exactly did your husband open his account at Winnita Casino? Have you both passed the KYC verification?

Additionally, is there a chance that you have both played from the same device?

Good morning, verification was accepted only for me. Yes, we probably played on the same device, but it should be noted that we were both playing at the same time on different devices. My husband opened the account after me. However, we used the same card because we are jointly registered.

Buongiorno, la verifica è stata accettata solo a me, sì probabilmente abbiamo giocato dallo stesso dispositivo, ma c’è da dire che giocavamo anche entrambi nello stesso momento da dispositivi diversi. Mio marito ha aperto il conto dopo di me. Abbiamo però utilizzato la stessa carta, perché cointestata.

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same device has been used to access both accounts.
• The same payment method has been used for deposits.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device and funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your husband share a household, computer, and bank account, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared device and payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila