Nitrowinner Casino - Pelaajan kotiuttaminen viivästyy KYC-ongelmien vuoksi.

I have played at nitrowinner for a month.

I cannot withdraw my funds due to the site using sumsub. All my documents get approved but then it says I failed KYC. This is due (I think) to when I was scammed two years ago. I was then blacklisted by sumsub and seemingly can never complete verification with them (despite all documents being valid and getting green ticks).

I informed nitrowinner of this, they confirmed my account was confirmed anyway. But when I have tried withdrawing it says I need to complete KYC.

I have informed Nitrowinner but they seemed to ignore that they said they had confirmed my account and just keep saying they will contact Sumsub.

Just going round in circles now.

Please help

Dear kikiwillmo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with your verification and withdrawal at Nitrowinner.

To help us fully understand your situation and proceed with resolving this, I would appreciate it if you could clarify the following:

• Can you confirm when you first registered at Nitrowinner and when the issue with KYC started?
• Have you had any successful withdrawals at Nitrowinner in the past, or was this your first withdrawal attempt?
• What exactly has Nitrowinner told you regarding the verification process, and do you have any written communication confirming their statements about confirming your account?
• Could you also forward any relevant communication, including emails or chats, that show your attempts to resolve this matter with Nitrowinner and Sumsub to petronela.k@casino.guru?

It's important for us to have this information to properly mediate the situation. Your cooperation is crucial to moving forward with this case, and without your input, we won’t be able to proceed.

We believe the casino itself should be able to complete the verification, especially under these unusual circumstances, and will try our best to assist you in resolving this matter.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Can you confirm when you first registered at Nitrowinner and when the issue with KYC started? - OVER A MONTH AGO

Have you had any successful withdrawals at Nitrowinner in the past, or was this your first withdrawal attempt? NO, AS THEY USE SUMSUB AND I CANNOT PASS THAT AS MY DETAILS ARE BLACKLISTED.

What exactly has Nitrowinner told you regarding the verification process, and do you have any written

communication confirming their statements about confirming your account? I HAVE SENT THE EMAILS AND ATTACHED THEM HERE.

Could you also forward any relevant communication, including emails or chats, that show your attempts to resolve this matter with Nitrowinner and Sumsub to petronela.k@casino.guru? DONE

This is now what happens when I try and do sumsub on their site. Happens everytime with sumsub since I got blacklisted like 4 years ago.

Casino has stopped responding to all my emails.

Another scam site?

Thank you very much, kikiwillmo, for providing all the necessary information. I will now transfer your complaint to my colleague, Natalia (natalia.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi kikiwillmo,

I've just reviewed your case and I'm sorry to hear about your verification challenges. I'll reach out to the casino to assist you, and we’ll find out what can be done once they respond.

Dear Nitrowinner Casino, I would like to invite you to join this discussion and help resolve the player's complaint. Could you please provide more details about the case? Specifically, have you received any official reports from Sumsub regarding the player's ongoing verification attempts and the reasons behind the blacklist? Also, have you reviewed the player's documents separately from those submitted to Sumsub?

I look forward to your response. If you have any evidence to support this case, please don't hesitate to email me at natalia.b@casino.guru.

Best regards,

Natalia

The site had already stated they had received my documents and confirmed them and the account. See above.

sumsub won’t tell me or any vendor why they blacklist an individual. Believe me, I have tried and filed complaints.

The casino won’t engage as they are exhibit rogue signs

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They are a zombie casino.

They aren’t replying to any players

Dear kikiwillmo, I have tried to contact the casino but, unfortunately, it hasn't replied to us either. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia