iWinFortune Casino - Player’s account is blocked due to verification issues.

Have you made any successful withdrawals before?

-No, I have never made any withdrawals before.

Could you please clarify if you currently have any pending withdrawals?

-No, I do not have any pending withdrawals.

Did you accumulate your winnings with or without an active bonus?

-Without an active bonus.

I opened an account at iWinFortune and made two deposits of €20 each. I have never withdrawn funds before. My current balance is €101.43, won without using any bonus. When I tried to complete the KYC verification, the automatic system rejected my only valid ID: a German residence permit issued by the German government.

For personal reasons I prefer not to share publicly, I do not possess any other type of ID. This residence permit is my sole official government-issued identification.

I explained this to the live chat support and asked for manual verification, but they refused to help, disconnected me from the chat, and blocked me from using it again. Other licensed casinos have faced the same issue with my document but resolved it by manually verifying my account without any problem.

I also emailed their support (support@iwinfortune.com) requesting manual verification. So far, I have received no reply.

This is extremely frustrating and feels unfair. Their refusal to provide an alternative verification method prevents me from completing the KYC process and therefore from withdrawing my legitimately won funds.

I kindly request Casino Guru’s assistance in contacting the casino and asking them to proceed with manual verification of my account using my valid German residence permit.

Casino name: iWinFortune

Website: https://www.iwinfortune1.co

Registered email: [hidden by Casino.Guru team]

Username: None used – account registered only with email

Deposits: 2 × €20

Withdrawals: None yet

Bonuses used: None

Balance at the time of issue: €101.43

Dear player,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please specify if the system requested only an ID document from you or any other documents too (e.g., proof of address, proof of payment method)?
• Was it explained to you why your residence permit card wasn't accepted?
• Have you tried to make a new photo of your document in better quality? 
• What specific reasons did the live chat support provide for refusing manual verification?
• Do you have your valid national ID document or a valid travel pass that can be used for ID verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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1. The system only requests one type of document, and a residence permit is not listed as an option. I tried all available options, but in every case, it was rejected as "invalid".  

2. The photos were taken with a high-quality camera—all details are perfectly visible. If the quality were poor, the system wouldn’t have recognized it as a residence permit in the first place.  

3. Yes, I have a valid and legal residence permit issued by the German government. It is a fully legitimate form of identification, and I’ve used it for KYC verification on multiple other online casinos without issues. In cases where the system didn’t automatically recognize it, support manually verified me within hours.  

4. Support gave vague reasons: "The system doesn’t recognize it," "Manual verification isn’t possible," and "Our ID terms are clear" (which is false—I checked their Terms of Service, and nowhere do they specify valid/invalid documents). After pointing this out, they blocked me from live chat. They repeatedly insisted I use a passport, despite explaining my situation clearly over five times. Eventually, support resorted to one-word replies like "No," "OK," and "Not possible," as if they just wanted to close the chat.  

5. Given that my document is legally valid and other platforms accept it, I expect a transparent explanation or alternative verification methods. The current process seems arbitrary and contradicts standard KYC practices.  Although, after reading the reviews about this casino, I think this will be more about leaving a record and a warning for others who are considering investing here. I don’t think it will be possible to reach any resolution with them

Dear player, can you please specify if you have a valid national ID card, or a national passport, or a travel passport? Generally, a residence permit card cannot be used as an independent identity document, as it only proves your permission to stay and work/study in a country, so it cannot serve as an identity document instead of a document that is issued by the government of a country where you are a citizen.

Additionally, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, my only interactions with the casino were as described earlier (short, vague responses with no real help). They blocked me after 15 minutes of explaining my case—specifically when I pointed out that their Terms and Conditions didn’t support their claims. This all happened in a single live chat session. The email I sent afterward remains unanswered.  

I’ve addressed the remaining details privately via email, as I’m uncomfortable discussing certain aspects publicly. I hope you understand.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Allgr for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask iWinFortune Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter