Winaura Casino - Player’s withdrawal is delayed due to verification issues.

I won this money playing Blackjack. I passed KYC and then they asked me for additional information about my financial situation. I completed their questionnaire no problem. Then they asked for a bank statement showing a transaction to my crypto exchange. I sent them my bank statement but the transactions that are made to my crypto account are sent via FIAT and the account is in my name so the transaction is listed on my bank statement as money sent to myself. It won't have the name of the crypto exchange, like if I transfer funds between my bank accounts it won't say the name of the bank it will just say my name who the money is sent to. I have tried to explain this to them but they don't seem to understand how crypto works. I also sent them a screenshot of my crypto wallet showing the transaction made to there casino.

I feel like they are being difficult to try and escape paying me out the money I won.

Dear Trigger777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal of your winnings. To better understand your situation and assist you in resolving the issue, could you please clarify the following:

• Have you received any response from the casino regarding your bank statement or the additional information you provided?
• Did the casino specify the exact information they require in order to process your withdrawal?
• Have you tried reaching out to their customer support for further clarification on the KYC process?
• Have all your other documents been approved during KYC?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika,

I sent them everything they are asking for. They asked also now for source of income proof and listed a few things I can send as proof, one of the being proof of business ownership, so I sent them the proof that I own a business and they have now rejected that document. They are trying every which way possible to not pay me what they owe me.

I hope you can contact them and try to resolve the whatever game they are playing at.

Thanks

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Also, kindly send me the communication between you and the casino regarding the verification of your account. Thank you for your patience and cooperation.

Hi Veronika,

I have emailed you over everything.

Thanks

Thank you for your email. Could you please clarify the name of the owner of the casino account in question? I’ve noticed that the communication between you and the casino mentions two different first names—Jabe and Morgan—so we would like to ensure we’re reviewing the correct account information.

Hi Veronika,

Yes I am the owner of the account, I assume when they mention the name morgan this is a generic reply and not sent by a human.

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

Hello there,

Thank you Trigger777 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winaura Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Thanks Peter

Hello!

We would like to inform you that the verification process is still ongoing.

Specifically, we require documentation for Source of Wealth in PDF format, as well as a statement from your cryptocurrency account showing deposits (incoming transactions) to your casino account.

Although Source of Wealth documentation was previously provided, we are unable to accept scanned copies. Kindly upload the document in PDF format so we can proceed with the review as quickly as possible.

Thank you for your understanding and cooperation.

If you have any additional questions, please let us know.

Best regards,

Winaura Casino

Dear Trigger777,

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.

I am still gathering the documents

I have ben on vacation so I will get them over to them soon

Hello, I have sent them the document they wanted now.

Dear Trigger777,

We would like to inform you that the provided payslip is still in scanned format, which we are unable to accept. Kindly provide the document in PDF format in order for us to proceed.

Regarding the cryptocurrency screenshot you submitted, please note that we cannot accept cropped screenshots. We kindly ask you to provide proof of the account replenishment in the form of a full statement from your cryptocurrency account, showing the relevant replenishment transactions in an uncropped format.

Thank you for your understanding and cooperation. Should you have any questions, please do not hesitate to contact us.

Best regards,

Winaura Casino

I have sent them my bank statement which shows the transaction to my broker

I have sent them the statement that shows the transfer from my bank account to my crypto brokers account.

Every document I send them they reject it!

I have sent them:

Proof of business ownership

Numerous bank statements

Utility bills

Passport

Crypto statements showing the transaction to their casino.

Statement showing how I funded my crypto account.

Pay slip from some freelance work that I do.

I don't think it matters what I send them I think they will reject it.

Please can you help me and speak to them to find out why they are rejecting everything.

Dear Trigger777,

As previously mentioned, we require a screenshot from your cryptocurrency wallet showing the funds being added to the account. Please ensure that the screenshot is complete and uncropped. The document you have provided was rejected as it is a bank statement reflecting a transfer to a third party that was intended to add cryptocurrency funds to your wallet. However, this does not provide us with confirmation that the funds were actually credited. For this reason, we kindly ask you to upload a screenshot from your cryptocurrency wallet clearly showing the transaction reflected in your balance.

In addition, the payslip you submitted has been scanned, and unfortunately, we cannot accept documents in this format. Please upload the original file in PDF format to ensure that it can be verified.

We kindly ask that you upload the required documents through the "Verification" tab in your profile so that our dedicated team can review them promptly and provide you with feedback as quickly as possible.

Should you have any questions regarding the required documents, please do not hesitate to contact us.

Best regards,

Winaura Casino

Dear Trigger777,

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.

I have sent them the screenshot of money coming in to my wallet and another pay slip as they refused the other one.

They are now refusing my other pay slip which is a PDF, they are saying it is forged which is not true. I believe they are just trying any way possible not to pay what I won. Can you suggest how we can move forward please.

So far I have sent them the following>

Proof of ID

Proof of Address

Proof of Deposit

2 Payslips

Proof of Crypto wallet

Proof of business ownership

3 Bank statements

My work contract.

It's absolutely ridiculous, I have suggested I do a video call with them to try and resolve this but they refuse.

Dear Trigger777,

Thank you for your response.

Our team has conducted a thorough review of the submitted document and determined that it does not meet our verification standards due to indications that it may have been altered or tampered with. Despite your assurance that the document is genuine, we must adhere strictly to our requirements to ensure integrity and compliance.

To proceed, please provide an official, unaltered version of the document. This should be a certified original or a copy issued directly by the issuing authority, containing all necessary details such as signatures, stamps, or official seals, and presented in a clear and legible format.

Additionally, regarding your source of wealth documentation, please be advised that you must submit proof showing the origin of the funds used for depositing in our casino. Acceptable documents include, but are not limited to, salary statements, proof of business ownership, sale of property, inheritance payments, or divorce settlements, reflecting the last three months.

We appreciate your cooperation and understanding.

Best regards,

Winaura Casino

Ok tell me what you want? I will take it to the notary and get them to stamp it. Shall I take my proof of business ownership and get them to stamp that? Will that satisfy 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.

Ok thanks, it seems quite clear they are just trying to avoid paying. I appreciate your help.

Hello!

We apologise for the delayed response.

To answer your questions, we require a Source of Wealth documentation only in PDF format.

It can be salary statements, proof of business ownership, sale of property, inheritance payments, or divorce settlements, reflecting the last three months. As mentioned in the previously provided document, it shows indications that it may have been altered or tampered with.

We would like to remind as per our Terms and Conditions on Clause 7.5, it is the sole responsibility of the player to provide legitimate documentation.

To proceed, please provide an official, unaltered version of the document.

Additionally, we still require a screenshot from your cryptocurrency wallet showing the funds being added to the account. Please ensure that the screenshot is complete and uncropped. We kindly ask you to upload a screenshot from your cryptocurrency wallet clearly showing the transaction reflected in your balance.

Thank you for your understanding.

Best regards,

Winaura Casino

Can you answer the previous question please. Will you accept my proof of business ownership if I get the notary to stamp the document proving I own a business before but you said it wasn't dated in the past 3 months?

Dear Trigger777,

Please note that the submitted proof of business ownership has been rejected, as the document was provided in a scanned format. We kindly ask you to provide the document in PDF format. A clear photo of the document with all official stamps may also be considered. Please upload the required document to your casino verification page for review by our dedicated team.

Additionally, we would like to remind you that we are still awaiting documentation from your cryptocurrency wallet confirming the funds credited to the account.

Best regards,

Winaura Casino

Dear Trigger777,

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.

I will go to the notary this week and ask them to stamp my proof of business ownership document and send you a photo of it.

I have already sent you a screenshot of money being deposited in to my crypto wallet.

Thank you for the update Trigger777. Please keep us updated about any new developments.

Dear Trigger777,

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.

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,
Peter
Casino.Guru