Winnerz Casino - Pelaajan kotiutus on viivästynyt.

I requested a withdrawal a week ago. The next day, I received an email asking me to hold my passport in my left hand and a piece of paper with Winnerz and the date in my right hand because the security department wanted to conduct a check. I sent the selfie, and since then, all I've gotten is the response that the security department hasn't approved it yet. I've since started playing again and made two withdrawals, which I received quickly. Now there's no answer to my question about why the first withdrawal hasn't been processed.

Ich habe vor einer Woche eine Auszahlung beantragt, am nächsten Tag bekam ich ein Mail mit der Aufforderung den Pass in der linken Hand zu halten und in der rechten Hand einen Zettel mit der Aufschrift Winnerz und das Datum weil die Sicherheitsabteilung noch eine Prüfung machen wollte. Ich habe das Selfie geschickt und seit dem bekomme ich immer nur die Antwort, dass die Sicherheitsabteilung noch keine Freigabe gemacht hat. Habe in der Zwischenzeit wieder gespielt und auch 2 Auszahlung gemacht, die auch rasch erhalten habe. Jetzt gibt es keine Antwort auf meine Frage warum die 1 Auszahlung nicht gemacht wird.

Dear Gluecksmaus,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

It can't be the verification because I have already received 2 payouts

Die Verifizierung kann es ja nicht sein da ich bereits 2 Auszahlungen erhalten habe

Could you please specify if you accumulated your 450€ winnings with or without a bonus?

What types of games did you play to accumulate these winnings? Were they slots, live casino games, or did you place bets on sports?

Has the customer support approved the selfie you sent them in the meantime?

If you have any communication with the casino customer support that could be relevant to the investigation of your case, kindly forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

I played slots and I think I used a bonus, but unfortunately I can't say for sure. I'll forward emails from the casino to you. Thanks.

Ich habe slots gespielt und ich glaube dass ich einen Bonus genutzt habe, kann es aber leider nicht mehr sicher sagen. Leite Mails von Casino an Sie weiter. Danke

Thank you very much, Gluecksmaus, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Gluecksmaus,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winnerz Casino representative to join this conversation.

Dear Winnerz Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Thank you for your patience and for the opportunity to provide clarification regarding this case.

On June 4th, the player submitted a withdrawal request. As part of our routine security and risk management procedures, this action triggered our internal security system. It is important to note that such checks are standard practice. These measures are in place to protect both the player and the integrity of our platform.

The first step of the additional verification process was initiated on June 5th, when the player was asked to submit a selfie holding their Proof of Identity and a piece of paper with "Winnerz" and the current date written on it. This is one of the steps that allows us to ensure that the rightful owner is operating the account.

After the player provided the requested materials, our team conducted a thorough review. As part of our enhanced verification process, it was determined that an additional step - a video verification - was required to complete the checks fully. This video verification took place on June 30th.

We are pleased to confirm that the player successfully passed all stages of the verification process. The account is now fully verified with no further restrictions, and the player is free to proceed with withdrawals and continue using the account as normal.

We acknowledge that this process may have caused some delays and frustration, and we sincerely apologise for any inconvenience. However, these procedures are in place to comply with regulatory requirements and to ensure a secure, fair gaming environment for all players.

Should you or the player have any further questions, we are happy to assist at any time.

Thank you for your understanding and cooperation!

Warm regards,

Darja

Dear Gluecksmaus,

I am glad it seems like your verification process has been successful.

Have you been able to request a withdrawal?

Money arrived, thank you

Geld angekommen, danke

Dear Gluecksmaus,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru