Winner Casino RO - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

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.

If anything seems suspicious, contact us directly.

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

Hello Tomas,

Thank you for taking my case. Here are the clear details regarding your questions:

Login Method & Security: I use a numeric PIN to log into my ING banking application.

PIN Visibility: Because I had to record the screen with another phone, the PIN keyboard is fully visible. Every single digit pressed is displayed on screen, which means recording the login process would directly leak my private banking PIN.

Recording Method: I had to record the screen using a second phone because the ING banking app strictly blocks native screen recording and screenshots on the device for security reasons.

Current Status: In the video I already provided, I recorded myself using the app while already logged in. I performed live page refreshes, navigated to my card details, opened the transaction history, and showed the exact deposits made to Winner.ro.

Winner.ro rejects this video solely because I didn't record myself entering the PIN. Forcing a player to record their secret PIN on camera using a second phone violates basic banking security principles.

Please let me know how we can proceed so Winner.ro accepts the live in-app proof without requiring my private security PIN.

Best regards,

Grosu

Ce urmează du

Dear 3Grosu3,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear 3Grosu3,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winner Casino RO representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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.