Win.Bet Casino - Player’s withdrawal request is delayed due to verification issues.

Hi. Last week I made a deposit at the casino and won there. I made a withdrawal request of 440e. After a while it was rejected and I tried to make a new withdrawal. I got a message that the withdrawal was not possible and that I had to contact customer service. I contacted them via chat and they said that the account had to be verified. They asked me to send the documents by email. I sent the requested documents. Well, this week I tried to make a new withdrawal request, I got the same message. I went to chat and next they asked for a photo of my passport and a selfie with my passport. Anyway, I have sent them a photo of my driver's license from both sides and a selfie with my driver's license. So first they ask for photos of my driver's license, then it is no longer valid and I have to send photos of my passport. So they are delaying the verification of the account. Anyway, they have promised to verify the account within 72 hours. First they asked for photos of my driver's license, then they say that the driver's license is not valid and require photos of my passport, etc...

Sometimes the conversations are also very bad in the chat. When you ask something, they don't answer anything and you have to start a new chat.

What's even worse is that there's no indication on the casino's website whether the account has been verified or what the situation is. I don't even get any information about account verification by email. And the kyc side hasn't asked for pictures of that passport and they haven't said that a driver's license wouldn't work either. They only say that in the chat.

I'm starting to feel like I won't be able to withdraw my money at all.

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Dear Sari82,

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 take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which 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?
• Could you please clarify whether validity of your driving license expired?

If there is any communication between you and the casino for us to review, please send the information to my email at tomas@casino.guru

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,

Tomas

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

Dear Sari82,

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,

Tomas