The player from Germany had faced issues with account verification despite having submitted all the requested documents, including a video of his wallet, a month earlier. The casino had repeatedly stated that his account would be permanently closed if further verification was not provided, without specifying the problem with the submitted video. We had attempted to assist by requesting additional details about the crypto wallet app and reviewing communications, but due to the player's lack of response to our inquiries and reminders, the complaint had been closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication. After the complaint was reopened, the player provided the requested selfie and completed the verification process successfully. The casino then imposed withdrawal limits lower than those stated in their terms, which the player contested. We engaged with the casino to clarify the withdrawal limits, and after escalation, the player was able to submit increased withdrawal requests. The complaint was then marked as resolved following the player's confirmation of progress in withdrawing his funds.
Wintopia Casino - Player’s account is at risk of being closed.
Resolved
Our verdict
Case closed
Amount: €9,000
Wintopia Casino
Safety Index 8.2 HighCase summary
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