Winner Casino RO - Player's withdrawal is delayed due to KYC issues.

Casino Name: Winner.ro

Disputed Amount: 9,198 RON

Description of the issue:

I am submitting this complaint against Winner.ro due to the unreasonable delay and rejection of my account verification (KYC), which is currently blocking my balance of 9,198 RON.

Following a request from their verification team, I submitted an official ING bank statement. Afterwards, they requested a screen recording showing access to my online banking app to verify the document's authenticity.

On August 29, 2026, I provided a clear, unedited screen recording of my mobile device. The video clearly shows:

Active navigation inside the official ING banking application;

Performing manual screen refreshes to show live data;

Opening the transaction history and displaying the specific deposits made to Winner.ro.

Despite providing clear proof of ownership and live access to the bank account, customer support keeps sending generic template responses. They insist that the video is incomplete because it does not show the initial login screen where sensitive credentials (password/PIN/biometrics) are entered.

Requiring a user to record their private banking password or PIN creates a severe security risk and goes far beyond standard KYC requirements. I have already proven full access to the account through live navigation and transaction history.

I request CasinoGuru's assistance in mediating this situation to help finalize the KYC verification and unblock my remaining funds of 9,198 RON without forcing me to compromise my personal banking security credentials.

All relevant proof (email correspondence, chat logs, and video transmission confirmation) is attached.

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.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinnerCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain which biometric information your bank application requires to open? Is any of this information possibly visible on the verification video?
• Is the PIN visible when using screen recording on the device you are accessing?
• Have you used the same device to record the video while accessing your bank application, or have you used a different device?
• If there is any other information you wish to submit, please send it 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