The player from Germany deposited €50 and won €1,500 but was unable to access his account due to ongoing verification issues. After two weeks of waiting for instructions and submitting all required documents, he still had not received a payout or a response from the casino. The complaint was escalated to the casino, which eventually confirmed that the account had been verified but noted that there were no pending withdrawal requests or remaining balance. The player reported losing his winnings and decided to close the complaint, expressing dissatisfaction with the casino's support. The issue was resolved, and the complaint was closed as the player would not return to the casino.
Winbay Casino - Player’s account is inaccessible due to delays in verification.
Closed
Our verdict
Other
Amount: €1,500
Winbay Casino
Safety Index 6.9 Above averageCase summary
Discussion
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1 year ago
Translation
I registered with the casino, deposited €50, won €1,500, and booked a withdrawal...the following business day, I was no longer able to access my account due to verification.
I was not contacted by email, so I contacted the live chat...they said to be patient, I would be contacted...when I didn't receive an email, I used the live chat again...they told me to be patient and wait for instructions to upload...and this has been going on for about 2 weeks now...registration doesn't work...I haven't been paid out and no emails are being answered...I have now sent all the documents required for verification via email...according to the live chat...if anyone helps...most of the time they just ask for patience
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1 year ago
Dear storemail1985,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winbay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at this casino?
- Do I understand correctly that the reason given to you as to why your account is blocked is due to verification?
- Which documents were you asked to provide, and which documents did you provide?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
TranslationGood day and thank you for your help,
I registered with the casino on March 7, 2025, and that same evening I deposited €50 via Visa.
With these 50€ I made my winnings on the slot Book of Ra
I then requested a withdrawal of €500 via Visa three days in a row
The following Monday, I wanted to log in to check the status of the request. It says "Your account is currently being reviewed."
I then used the live chat...was asked for patience...I would receive an email requesting documents for verification. I never received this email, and no other emails were answered. In a chat, for which I unfortunately have no transcript, in which I received some help for the first time, I was told to send my ID card, the same with a selfie, an invoice with my address, and my visa on both sides to the support email. I did this, but even a week later, no reply, no reaction...The live chat only tells me to upload the required documents in the customer area under verification...but I can't get there...I sent the chat transcripts by email...
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1 year ago
TranslationToday I learned in the live chat that my ID card was verified... I have to upload all other documents again... why couldn't I be told
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1 year ago
Thanks for the updates, emails and the provided explanation of the situation.
- Have you regained access to your casino account?
- Were you able to verify all your documents since your last post?
- Were you able to request a withdrawal and receive your winnings?
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1 year ago
Dear storemail1985,
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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1 year ago
TranslationHello, about a week ago I was able to log in again, and the payout status was unchanged. I lost all my winnings and simply wrote off the €50 as play money... today, a week later, I received an email notification that the verification was complete... My account will now be deleted.
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1 year ago
Thank you very much, storemail1985, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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1 year ago
Dear storemail1985,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Winbay Casino representative to join this conversation.
Dear Winbay Casino, could you please provide more information about this case?
Looking forward to your reply.
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1 year ago
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.
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1 year ago
Dear storemail1985,
We are sorry to hear about for your experience.
We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
WinBay team.
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1 year ago
Dear storemail1985,
As we checked your account we can see that your account is open and it is verified. However, we see there is no pending withdrawal request and there is no balance as well.
Our team wishes you all the best for your future activities!
Best regards,
WinBay team.
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1 year ago
Dear Winbay Casino,
thank you for your reply.
Dear storemail1985,
Could you please provide an update on the status of your account? Specifically, I would like to confirm whether it is fully verified and if there is a remaining balance available for withdrawal.
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1 year ago
TranslationGood day,
There is no remaining balance. As I wrote before, I gambled away the balance to 0 euros and have not visited the casino since.
This complaint can be closed, but my conclusion is that I will definitely not return to this casino.
Live chat offers no help
No response to email to support...
Therefore, it is better to go to a trustworthy casino.
Greetings Sebastian Spengler
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1 year ago
TranslationIn the customer area it says verification is not necessary...
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1 year ago
Dear storemail1985,
sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Please do not hesitate to contact us if you ever encounter any difficulties with online casinos. We are here to help.
All the best,
Katarina
