The player from Italy is facing issues withdrawing his winnings of €3,300 after providing various identity verification documents, including a selfie of his driver's license. He is now being asked for a notarized copy of his driver's license at a high cost, while also noting that many notary offices are closed for holidays.
WinOlot Casino - Player's withdrawal is delayed by identity verification requests.
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WinOlot Casino
Safety Index 4.5 LowCase summary
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1 week ago
Translation
Hi, I'm having some issues with this casino trying to withdraw my winnings. On July 29th, I made a deposit of €50, declined the deposit bonus, and reached a withdrawable balance of €3,300 thanks to this win.
https://cdn.diamondaggregator.com/games/01PragmaticPlay/replayGame.html?d=MTg5NDAyMzM1MyZ2c3dheXNkb2dzJmh0dHBzOnx8YXBpLmRpYW1vbmRhZ2dyZWdhdG9yLmNvbXxhcGl8cHJhZ21hdGljcGxheXNydiZpdCZFVVI_
After requesting the withdrawal, I was asked to verify my identity. I promptly provided a selfie of my driver's license, proof of residence, and proof of ownership of the Revolut account I used to deposit and request withdrawals. After days of silence, today they asked me to provide a notarized copy of my driver's license. I wondered if it was legitimate to charge me €300 to €500 to have the copy of my document notarized, considering it's August and the vast majority of notary offices are closed for holidays.
Automatic translation:
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3 days ago
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.
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3 days ago
Dear Darz1991,
Thank you very much for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing with the verification process.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to confirm that an account and its funds belong to the rightful owner. It is also common for casinos to request additional documentation during this process.
In certain cases, casinos may also request notarized copies of documents as part of enhanced verification. While I understand that obtaining such documents may be inconvenient or costly, the request itself is not necessarily unusual.
To help me better understand your situation, could you please answer the following questions?
- Which documents have you already submitted to the casino, and when did you submit the most recent one?
- Could you please confirm exactly which document or documents the casino is currently asking you to have notarized?
- Has the casino indicated any specific issue with the documents you previously submitted or explained why notarized documentation is required?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
