The player from Germany deposited €50 and won €1,500 but is unable to access his account due to ongoing verification issues. After two weeks of waiting for instructions and submitting all required documents, he still hasn't received a payout or a response from the casino.
Winbay Casino - Player’s account is inaccessible due to delays in verification.
Amount: €1,500
Winbay Casino
Safety Index:Fresh casinoSafety Index
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6.7
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Opened
Current status
Waiting for player to reply
1d 16h 15m 26s
Case summary
5 days ago
Public
Public
1 week ago
Translation
I registered with the casino, deposited €50, won €1,500, and booked a withdrawal...the following business day, I was no longer able to access my account due to verification.
I was not contacted by email, so I contacted the live chat...they said to be patient, I would be contacted...when I didn't receive an email, I used the live chat again...they told me to be patient and wait for instructions to upload...and this has been going on for about 2 weeks now...registration doesn't work...I haven't been paid out and no emails are being answered...I have now sent all the documents required for verification via email...according to the live chat...if anyone helps...most of the time they just ask for patience
Automatic translation:
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1 week ago
Dear storemail1985,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winbay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at this casino?
- Do I understand correctly that the reason given to you as to why your account is blocked is due to verification?
- Which documents were you asked to provide, and which documents did you provide?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
Translation
Good day and thank you for your help,
I registered with the casino on March 7, 2025, and that same evening I deposited €50 via Visa.
With these 50€ I made my winnings on the slot Book of Ra
I then requested a withdrawal of €500 via Visa three days in a row
The following Monday, I wanted to log in to check the status of the request. It says "Your account is currently being reviewed."
I then used the live chat...was asked for patience...I would receive an email requesting documents for verification. I never received this email, and no other emails were answered. In a chat, for which I unfortunately have no transcript, in which I received some help for the first time, I was told to send my ID card, the same with a selfie, an invoice with my address, and my visa on both sides to the support email. I did this, but even a week later, no reply, no reaction...The live chat only tells me to upload the required documents in the customer area under verification...but I can't get there...I sent the chat transcripts by email...
Automatic translation:
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1 week ago
Translation
Today I learned in the live chat that my ID card was verified... I have to upload all other documents again... why couldn't I be told
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5 days ago
Thanks for the updates, emails and the provided explanation of the situation.
- Have you regained access to your casino account?
- Were you able to verify all your documents since your last post?
- Were you able to request a withdrawal and receive your winnings?
storemail1985 has 1d 16h 15m 26s to reply
