Winner Casino - Die Spielerin hat Probleme, ihre Gewinne zu erhalten, da die Einzahlung noch nicht abgeschlossen ist.

I made a total of 4 deposits with paysayfkarte and didn't know that you had to keep the paysafecard, but it doesn't matter, I received 3 paysafecard receipts from stores where I bought it, only one I couldn't find and they don't want to pay me my money because of a 10 euro paysayf card receipt what I don't have any more, I find very, very common that I don't get my money, I sent them all the necessary documents, but you can't talk to customer service very unfriendly

Ich habe insgesamt 4 Einzahlungen mit paysayfkarte gemacht und wusste nicht das man die paysafekarten aufbewahren muss aber egal ich habe 3 paysafecard belege bekommen von denn Geschäften wo ich es gekauft hatte nur eins habe ich nicht gefunden und die wollen mir mein geld nicht auszahlen wegen einer 10 euro paysayfkarte beleg was ich nicht mehr habe finde ich sehr sehr gemein das ich nicht mein geld bekomme alle benötigten Dokumente habe ich denen geschickt aber mit denn kundendienst kann man nicht sprechen sehr unfreundlich

Dear Nazli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please forward any relevant communication between you and the casino together with receipts you have to kristina.s@casino.guru

Was the rest of your documents approved, please?

I hope, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Nazli,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

gutentag I have them ya replied by e-mail all the documents have been approved by casino winner

gutentag ich habe ihnen per Email geantwortet ya alle Dokumente wurden von casino winner genehmigt

So the rest of your documents have been approved, but you cannot withdraw because you don't have a proof for one of your deposits. Is that correct, please?

Yeah right only because of a 10 Euro paysayf card which I can't have

Ya richtig nur wegen einer 10 Euro paysayfkarte was ich nicht vorliegen kann

Thank you very much Nazli for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you very much for your trouble and quick response

Ich bedanke mich ganz herzlich für Ihre Mühe und schnelle Antwort

Good morning, I wanted to ask if my case is already being processed lg sengül

Guten Morgen ich wollte fragen ob mein Fall schon in Bearbeitung ist lg sengül

Hello Nazli,

I looked at your case and understand your situation. I will contact the casino and see if I can help.

Ok, thank you very much then wait for your answer I hope get my money lg sengül

Ok ich bedanke mich ganz herzlich warte dann auf ihre Antwort ich hoffe bekomme mein geld lg sengül

We would like to ask the Casino Winner to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Good morning casino winner didn't answer if I understood that correctly, I have to wait 7 days lg sengül

Guten morgen hat casino winner nicht geantwortet hab ich das richtig verstanden muss ich noch 7 tage warten lg sengül

Hi Nazli, correct, the casino hasn't replied yet.

And if you don't answer now, I can forget about my winnings or what else can I do lg sengül

Und wenn jetzt nicht antworten sollten kann ich dann mein Gewinn vergessen oder was kann ich noch machen lg sengül

Hi Nazli,

If the casino cares about it's rating on our website, they will reply. In the meantime you can submit a complaint here: https://www.mga.org.mt/support/online-gaming-support/. The MGA is a good licensing authority and has better options and tools to help players.

Hi Nazli, there are several contacts for the casino, I used all of them to get in touch. Let's give it one more day.

Good morning many days for your trouble, we wait until tomorrow from i hope the answers lg sengül

Guten Morgen vielen tag für ihre mühe warten wir bis morgen ab ich hoffe die antworten lg sengül

Hi Nazli, I got a reply from a casino rep. We will discuss the issue and I will keep you updated.

Good morning, I'm really looking forward to your reply, thank you very much lg sengül

Guten Morgen super freu mich sehr dann warte ich auf ihre Antwort bedanke mich ganz herzlich lg sengül

Hello Nazli.

The casino representative contacted us, and based on their information; they don't have you in their database.

They are pointing out that there are two similar casinos:

Casino Winner - https://www.casinowinner.com/ - casino about which are you complaining. 

Winner Casino - https://www.winner.com/ - casino where you have probably account.

Could you please write to us on which of these casinos you have an account.

Thanks.

Winner casino.de@winner.com

We are addressing this complaint to the correct casino. 

Dear Winner Casino representatives, could you please step into the discussion and explain why this missing bill from Paysafecard is so relevant?

Ok thank you I hope the answers thank you

Ok danke ich hoffe die antworten vielen dank

Good morning wanted to ask winner casino did not answer lg sengül nazli

Guten morgen wollte fragen hat winner casino nicht geantwortet lg sengül nazli

We would like to ask the Winner Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good morning ok thank you very much

Guten Morgen ok vielen Dank

Hello Nazli.

Thanks for the information, we are now working on your case and will back to you soon.

Ok, thank you very much

Ok bedanke mich ganz herzlich

Hello wanted to ask the casino replied lg sengül

Guten Tag wollte fragen hat die von casino geantwortet lg sengül

We would like to ask the Winner Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello, if you don't answer in 7 days, where could I complain? I would be very happy if you would give me a few tips lg sengül

Guten tag wenn die in 7 tagen nicht antworten sollten wo könnte ich mich noch beschweren würde mich sehr freuen wenn sie mir paar Tipps geben würden lg sengül

Then you can complain to the regulator, but we are in contact with the casino, and they are working on gathering information and proofs. So it is improbable that they will not answer.

Ok, I understand then I'll wait and hope that the answer I thank you very much for your effort lg sengül

Ok verstehe dann warte ich erstmal und hoffe das die antworten ich bedanke mich ganz herzlich für Ihre Mühe lg sengül

Thank you very much for your help. I am finally getting my winnings. My winnings have been released and transferred. Thank you very much lg sengül nazli

Ich bedanke mich ganz ganz herzlich für Ihre Hilfe bekomme jetzt endlich mein Gewinn mein Gewinn wurde freigegeben und wiert überwiesen vielen Dank lg sengül nazli

Dear Nazli,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.