Winawin Casino - Player dealing with withdrawal delay due to ongoing verification.

my account has been verified included payment methods .have also cashout numerous time each time theu will find a way to delay /block payment this tome out its the neosurf prepaid voucher . no other casino demand s a copy of this ..it defeats the purpose of being portable way to play online . they wint because ididnt keep the voucher beenplaying online for years and no casino has demaded a copy being portable they insist its a regulatory thing . beware this casino will try anything not to pay . to veriify my id it took 3 days numerous photo s of it unacceptable even the copies i used everywhere else . 6 attempts later they aporoved it .also tjis time they tejected it but didnt advise via email. nothing inwroting tosay why any othet time you are advised

Dear kd8p7r6qrt,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand verifying your payment method is the last obstacle in processing your withdrawal request?

Have you used the Neosurf voucher in order to deposit to the casino? What exactly is the casino asking for in order to verify this deposit?

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,

Tomas

they are asjung for the viouchrer . funnily enough after writing this complaint i submiitted a screenshot of my neosurf account ..!not the voucher they paid it . councidence maybe not .. no other casuno has eber asked fir rhe voucher

ok after being paid the 300 as per last complaint . stupidly played and tried to cashout 200 winning s . after collecting the 300 you would think everything is fine but ., alas same excuse of verification issue and flat out wont pay even though ive submitted vouvhers i could find and my neosurf account detailaand hence i thougt why the 300 was paid but now this again .., it seems like they are haopy to take your money but sore losers . help!!

Could you please send me the correspondence with the casino on the topic? My email is tomas@casino.guru

I'll await your reply.

Dear kd8p7r6qrt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Dear kd8p7r6qrt,

Is the withdrawal still pending on your account currently?

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? 

I'll await your reply.

Thanks for your messages.

Please note my email address is tomas@casino.guru

Sending emails to different emails will cause the emails to be either not received or overlooked. Thanks for your understanding.

I checked the emails you sent.

From the email from the casino, it seems they require you need to verify a deposit made to the casino on the 30th of July via Webpay. Did you use a new payment method in order to deposit in the casino? Have you provided a bank statement or similar proof of your deposit to casino support?

Please understand the casino has the right to verify each of the used deposit methods made to the casino.

I'll await your reply.

Dear kd8p7r6qrt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.