Tipwin Casino SE - Player's withdrawal is delayed due to account verification issues.

Impossible to verify account. Have submitted passport and other verification documents. photo with passport and face photo but they deny payment to trustly if I do not submit ID card or driver's license with face photo

Unfortunately I have neither an ID card nor a driver's license. Tipwin support does not answer my question about why passports are not accepted and repeats the same answer every time

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Dear Wafkheder54,

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

I understand how upsetting it can be to feel that a casino hasn’t informed you properly about the verification process. However, most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or a few smaller withdrawals without it, but most often, casinos ask for documents at the point of the first withdrawal.

There is no standard practice regarding verification, and we are not in a position to penalize casinos for how they decide to manage their verification process.

To better assist you, could you please answear?

• Could you please let me know which other documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any confirmation emails regarding other documents you submitted?

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

Best regards

Petra

They have demanded a bank statement with tipwin deposit at my bank

Photo of my passport front and back

And facial photo with ID card

I have submitted passports back and forth and bank statements and these are approved. However, they have refused passports with a facial photo and claim that only ID cards or driving licenses are fine.

Unfortunately I have neither a driver's license nor an ID card, only a passport.

Dear Wafkheder54,

Thank you for your reply and for providing the previous details.

• Have you proposed or offered any alternative forms of identification that might be acceptable for verification purposes?
• Additionally, could you please update us on the current status of your account verification, including any emails or messages you have received regarding the verification process?

If possible, please also provide any further communication you have had with the casino. This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

Hi, no response from the casino yet.

I have requested the entire account balance of 9727 SEK.

Have attached email and chat history from tipwin

Tipwin does not have the proposed alternative and does not respond to the message in the chat

Hi! Update. I have now fixed the ID card and sent it in.

Now they demand a passport with a face photo that I have already sent in!. I think this site is actually fraudulent! They simply do not want to pay out!

Now you see the evidence that I already have this!

Now you see that I have all the documents they require! Despite this, they deny time and time again!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Wafkheder54,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra