The player from Ukraine initiated a withdrawal after winning but is facing issues with the casino. He has completed card verification, but five days have passed without any response from the casino.
PingWin Casino - Player’s withdrawal process is delayed.
Amount: 3,500 ₴
PingWin Casino
Safety Index:Above averageSafety Index
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6.5
PingWin Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
I registered, deposited 300 hryvnias, won 4,000, initiated a withdrawal, and then the trouble began.
They are asking for card verification, which I have completed. Five days have passed and now I have no connection with the site. Please help.
Automatic translation:
Public
Public
8 months ago
Dear ppprrr800,
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 advise which identity documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have all your documents except for the payment card been approved?
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,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
8 months ago
The player sent us the following message:
message: 30хв назад прийшли гроші від Ping Win casino . дякую за допомогу в вирішенні питання, Specific casino : pingwincasino.com
Dear ppprrr800,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
