Winabet365 Casino - Player is struggling to complete account verification.

Hello everyone,

I registered more than 1 month ago at www.winabet365.com and made a deposit for $2,000.

I played for a couple of days and my account was limited (usual practice for betting sites).

Once this happened, I went to the money withdrawal section to withdraw the remaining balance corresponding to 1,780 USD and when I try to do so, a message appears that says "Client restricted for action".

I tried with all the payment methods, understanding that I must make the withdrawal for the one I used to deposit (Neteller), as this message appeared I tried with other options and they say "Payment is under maintenance"... that is, no withdrawal system works.

I thought it could be due to the classic account verification that the sites ask for, and I looked for the option to attach the documents, I found it and uploaded everything I needed, Identity Card, POA and Payment Methods, but since I did it more than 2 weeks ago , there has been no review of them.

I looked for how to communicate and THEY DO NOT HAVE live chat (when the site says they have 24/7), I wrote to the contact email that they have helpdesk@winabet365.com and I have not received a response.

I also tried to communicate with those who provide them with their licenses (Curacao) and I did not find a way to make a complaint on their website as if it can be done on others. I write to a contact form that they have and they did not respond either.

I came to your portal because I searched for complaints on the internet about Winabet365 and I found another one made here by a guy from Norway, where it's been almost a week and there's no response from Winabet365.

At this point, it sadly seems to me that the site is ripping off its users.

Any help is appreciated.

Greetings

Dear PoKartes,

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

Hello,

In the original post I explained that Winabet365 does not respond by any means of contact, therefore I have not been informed of anything. I voluntarily uploaded the documents for KYC but they are not reviewed and the site does not offer any kind of support or response.

Thank you very much, PoKartes, 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. 

Hi PoKartes,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Winabet365 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the provided documents from the player?

I'm looking forward to hearing from you.

Kind regards,

Natalia

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.

Hi PoKartes,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia