Winward Casino - Вывод средств игроком был отложен, а аккаунт заблокирован.

The problem is that once I completed all the requirements to make the withdrawal, with the withdrawal approved by the casino, the income did not reach me. But the worst thing is that after 15 days I find that my account is uninhabited, making it impossible to access my casino account. In the first communication I have with the casino (10 days after the withdrawal approval) they tell me to keep waiting. Say that I made the income that they require as a condition to make the withdrawal, approved documentation and approved withdrawal.

El problema es que una vez que completé todos los requisitos para realizar el retiro , con el retiro aprobado por el casino, no me llegó el ingreso. Pero lo peor es que pasados 15 días me encuentro con que tengo la cuenta deshabitada, siendo imposible acceder a mi cuenta del casino. En la primera comunicación que tengo con el casino(10 días después de la aprobación del retiro) me dicen q siga esperando. Decir q hice el ingreso q exigen como condicion para hacer el retiro, documentación aprobada y retiro aprobado.

Dear alberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal attempt in this casino? Do I understand correctly that your payment has been processed but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear alberto,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.