Winmasters Casino GR - Player’s withdrawal is delayed due to identification issue.

Good evening, I don't usually write about casinos, but I have had an account at Win Masters for 2-3 years, identified, and today, after wasting $600, I withdrew $1000.

And they tell me that you can't identify 3 cards while the one I made a deposit with is already there. I really don't know what to do. I've already contacted them many times and they don't know what's going on.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Could you please clarify whether you used three different cards to deposit money at this casino? If so, how many of these cards have already been verified?
• When exactly did you send the proofs of ownership for these cards to the casino?
• Have you been asked to submit any other identity documents to the casino for verification?

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

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Good evening, I'm trying to make a withdrawal and they're still asking for identification from the cards I've already made a withdrawal of 180 and then to get the big amount of 1000 they're asking for identification again.

Thank you for your response.

Have you sent any documents for the verification of these payment cards before? Please specify when exactly and which documents you provided.

Also, if you have any communication between you and the casino customer support regarding the problem with the verification, kindly forward it to me at [email protected]. I appreciate your cooperation.

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

Dear Gyaloxartos69,

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,

Veronika