The player from Switzerland was unable to process a payout from the casino, stating that no payout was possible. The player was requested to provide verification documents, including a bank statement, to complete the KYC process. Despite reminders and an extended response time, the player failed to respond or provide the necessary information. Consequently, the complaint was closed due to lack of communication.
WinAirlines Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: 1,900 CHF
WinAirlines Casino
Safety Index:Fresh casinoCase summary
Discussion
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3 weeks ago
Translation
No payout possible!
It is impossible to make the payout.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Mentor_zurich,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Could you please advise whether you have provided documents to verify your account?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
They still want that, but it's not possible, and the number is on the back.
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3 weeks ago
Translation
They want a bank statement! Can anyone help?
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2 weeks ago
Thank you for your reply, Mentor_zurich. I hope I understand correctly that you haven't passed the verification yet. Can you please clarify if you've managed to provide any documents? If so, which ones and when exactly?
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1 week ago
Dear Mentor_zurich,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
