The player from Italy faced difficulties withdrawing €500 won at Winsane casino despite having provided all requested documents, including ID and bank certifications. The casino continued to request additional documentation, which caused frustration and delays in the withdrawal process. The Complaints Team extended the inquiry period but ultimately had to close the complaint due to a lack of response from the player.
Winsane Casino - Player’s withdrawal is delayed due to document issues.
Closed
Our verdict
Player stopped responding
Amount: €500
Winsane Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Good evening, thank you in advance for your help. I have a problem with a withdrawal of €500 won at a slot machine at the Winsane casino. I would like to point out that I have no active bonuses, I chose "no bonus" when I made the deposit. I sent the millions of documents requested (ID, photo, photo of prepaid cards, IBAN certification, everything) but they are still looking for other strange documents such as the card certification. I sent a similar document that my bank gave me, but they still don't accept it. Is there anything I can do? If you need more information I am at your complete disposal. I hope you can help me with this infinite withdrawal. Many thanks in advance
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10 months ago
Dear split380,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please clarify which documents have been approved and which ones have not?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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10 months ago
TranslationGood morning, thanks for the immediate response. My KYC is confirmed, so identity documents, selfies and proof of address have been accepted. I have uploaded photos of the front and back of my prepaid card and the IBAN certificate issued by my bank. I have also uploaded the proof of payment I made, that is, the deposit, really everything. How should I proceed? Thanks always
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10 months ago
TranslationHere are all the millions of documents they requested from me. All uploaded correctly. 
Edited
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10 months ago
Thank you very much for your reply, split380. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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10 months ago
Dear split380,
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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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
