WinLion Casino - Player claims that payment has been delayed.

I am filing a formal complaint against WinLion Casino for intentionally stalling my withdrawal via repetitive KYC (identity verification) rejections.

The casino has already formally acknowledged and approved my banking details (void cheque) for my withdrawal. However, they are now refusing to release my funds by trapping me in an infinite verification loop. They have repeatedly rejected my identity verification selfies using identical, copy-pasted automated emails claiming the image is "not clear enough" or "low quality."

I have submitted multiple high-resolution photos of my passport alongside the required handwritten note containing the exact text and date requested. The text, my face, and my passport numbers are perfectly sharp, bright, and legible. The casino is acting in bad faith, violating Section 9.3 of their own Terms & Conditions, and using false technical rejections to withhold my legitimate winnings.

I request that Casino Guru intervene, review my submission photos privately to confirm their clarity, and pressure WinLion to manually approve my account and release my payout.

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.

Dear Signature899,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Jean,

Thank you for opening my case. I understand the 14-day tracking window policy.

However, I want to clarify that the delay is due to the casino actively rejecting my fully legible verification documents. WinLion has already approved my financial void cheque. I have since sent multiple high-resolution passport selfies that perfectly match their criteria, but their support team is sending identical, copy-pasted automated emails to reject them.

I have uploaded my clear documents and their rejection emails to the private section of this ticket so you can see they are stalling my KYC process in bad faith.

Thank you,

Cindy

As well as my profile had already been verified exactly one day prior with a confirmed withdrawal of $500, and the deposit was made into my account! Now I’m requesting a second withdrawal, they’re asking for more documents to be verified!

ADDITIONAL CRITICAL EVIDENCE FOR THE MEDIATOR:

Please note that WinLion fully verified my identity and bank account the first time using my void cheque and bank card. They successfully processed my first $500 payout directly to this verified banking method.

The casino is only demanding a secondary selfie and handwritten sign now because I am trying to withdraw the remaining $1,695. My banking details and identity have already been established and proven by the successful first transaction. This secondary requirement is entirely arbitrary and designed to trap my funds.

Update: After firmly pushing back and noting this open complaint, the casino has officially accepted my verification photo as 'absolutely perfect' today. They stated my withdrawal will be approved automatically if everything is in order. I am keeping this complaint open until the full remaining balance of $1,695 is successfully deposited into my bank account.

Message sent from winlion on Wednesday. August 26!

still waiting for my money.

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

Dear Signature899,

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,

Jean