The player from Portugal is experiencing difficulties withdrawing her winnings due to ongoing verification.
Win MaChance Casino - Player’s struggling to complete account verification. We tried to get in touch with the casino, but there's been no reaction from their side so we were forced to close the complaint as unresolved.
Black points: 84
Amount: €400
Win MaChance Casino
Safety Index:Very lowSafety Index
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2.0
Win MaChance Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
After a week of waiting for my withdrawal to be approved I went to support to ask what was going on. They demanded one more document that had already been sent and approved. I sent. The next day (today) I accessed the account to verify that the withdrawal process was complete and my account had been blocked for "security reasons". I started a chat and they just say that I didn't comply with some point of the regulation but they can't say which.
Automatic translation:
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2 years ago
Dear Anasabel,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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2 years ago
Translation
Hello Petronela
thank you very much for the quick response.
They didn't tell me what the reason was, but they unlocked the account. The documents are still all verified but the survey is not yet completed. My indignation has to do with the fact that it is necessary to re-check documents that have already been checked. And suddenly the account has been blocked. At the moment it is no longer and I will wait for the withdrawal to be successful. I keep you information obviously. Thank you once again. A great day!
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2 years ago
Hello Anasabel,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
Hello good afternoon.
unbelievably they said that the bill would not be verified yet because the proof of address (electricity bill) would expire on the 5th of August. Notice that I sent it on the 22nd of July and that I was told this on the 30th of July. Now the said account was still valid. They said the account had to be valid for 3 weeks…. It doesn't depend on me but on the supplier🙂)) to prove the address what matters if it's about to expire?!? It hasn't expired yet.... Anyway, I'm still waiting.
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2 years ago
Thank you very much, Anasabel, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Anasabel,
I've just reviewed your case and am sorry to hear that you have to deal with such an issue. I'll try my best to help you by contacting the casino, and we'll see what can be done for you when the casino replies.
Dear MaChance Casino, I'd like to invite you to join this conversation and take part in the resolution of the player's complaint. Can you please share more information regarding the player's case?
I'm looking forward to hearing from you!
Kind regards,
Natalia
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2 years ago
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’.
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2 years ago
Hi Anasabel,
I apologize, but since we haven’t received any response from the casino regarding the issue, as per our policy we cannot continue resolving this complaint due to a lack of cooperation from the casino's side and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
Regards,
Natalia
