The player from Bulgaria is dissatisfied with the verification process. The casino wants the player to submit their documents in person. We rejected the complaint because the player submited fake proof and information.
WinBet Casino BG - Player is struggling to pass the KYC.
Amount: 4,700 лв
WinBet Casino BG
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello ,
I deposited BGN 90 in Winbet and used their bonus for casino slots..If I knew it was so big the scroll would not take it..Anyway I deposited and won from a pragmatist about 1000x .. I scrolled it and now the fun begins.When I started the verification process.
To complete the verification procedure, please send us copies of the following documents:
1. A photo of the front of your ID card placed next to your face.
2. Document certifying your address: bank statement or account for household payments (electricity, water, heating) or document for temporary / permanent address registration showing your address registered on the account (issued up to three months ago)
3. Additional identity document - driver's license or passport
Taka ...
I gave them everything, even my book ...
Here is the next email ..
To complete the verification procedure, please send us copies of the following documents:
1. Identity document: ID card (face and back) or passport (photo page).
2. Photo on the front of your ID card, placed next to your face.
3. Additional identity document - driver's license or passport
** Please note that you need to send us new photos that are taken on a different background from the previous one.
But now they want a different background .... GOOD
we keep giving them everything again.
Here is the next email ..
To complete the verification procedure, please send us copies of the following documents:
A document from the bank certifying the ownership of a bank account.
OK OK, I had a document like that somewhere, I looked for it and attached it ...
Here is the next email:
You need to present us all the previously requested documents in person, namely:
1. Identity document: ID card
2. Document certifying your address: bank statement or account for household payments (electricity, water, heating) or document for temporary / permanent address registration showing your address registered on the account (issued up to three months ago)
3. Additional identity document - driver's license or passport
4. A document from the bank certifying the ownership of the bank account to which you wish to withdraw your profit.
The required documents should be submitted in person at the address: Bulgaria, Sofia p.k. 1799, zh.k. Mladost 2, Sveti Kyprian Street, block 292 on a working day between 08:00 and 16:30
And now they personally want me to bring it to them ...
Unfortunately I will not be able to because I am disabled but they can visit me at my address on my ID card and I will give them whatever they want.
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2 years ago
Dear rusalka,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to review all the details from provided documents.
Do I understand correctly that this was your first withdrawal attempt? Did the casino indicate that there might be something wrong with your documents?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Thank you for your reply, rusalka. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 years ago
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Yes, this is my first attempt to withdraw from them. They did not show me anything or said that my documents were wrong. I have no other communication than this.
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2 years ago
Thank you very much rusalka for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello Rusalka,
I will take care of your complaint from now on. I would like to invite representatives of WinBet casino into the conversation to help us resolve this verification issue. Dear WinBet Casino team, Is it really necessary for Rusalka to provide the verification documentation in person? Are there any alternatives for Rusalka to complete the verification process?
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2 years ago
We would like to ask WinBet 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
Translation
Hello, Rusalka.
Hello, Thomas.
We thank the Casino Guru team for inviting us to this conversation.
At Winbet.bg we have always strived to provide our users with maximum security for their funds and personal data. Based on item 17 of our terms and conditions, which the client has agreed upon when registering on the site, we have the right to request documents to be submitted personally by the holder. Personal presence is required in order to verify his identity. In this way we guarantee that the funds are always sent to their rightful owner.
In this particular case, we have doubts that the bank account provided by the client does not belong to him but to a third party.
As we understand the difficulties that may prevent him from traveling to Sofia, we can offer to bring all the documents sent by him personally to our land-based casino in Stara Zagora, at: Blvd. "Russian" 20A
From our side we can guarantee that the funds in the client's account will be paid immediately after the implementation of item 17 and the completion of the KYC process.
Expect our team to contact you to arrange a convenient time for you to present the required documents.
Greetings!
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2 years ago
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Since I can't leave home I can suggest:
I will send you by post to your postal address by courier. the following documents:
1. Identity document: ID card - Notarized copy
2. Document certifying the address
3. Additional identity document - driver's license or passport - Notarized copy
4. Document from the bank, certifying the ownership of the bank account
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2 years ago
Hello all,
thanks for both your replies and suggestions.
We understand the right and obligation of the casino to verify the identity of the player and the payment method used. Rusalka, could you please explain if your condition prevents you to leave your home completely? How far from you Is the place the casino suggested? Don’t you have an option to ask for the help of your close family or acquaintances to provide transportation and assistance in this case?
As I understand from my communication with the casino, they are trying to come up with alternative solutions. A better understanding of your situation would be much appreciated.
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2 years ago
Translation
Hello,
Dear "rusalka51",
This makes us doubt even more the authenticity of your identity, as we find the photo you attached to Imagestock for free download, and the photo was uploaded there more than 9 years ago: https://www.istockphoto.com/photo / house-arrest-gm178570368-25048439
The only way to complete the verification process will be after the fulfillment of item 17 of the rules and conditions, namely the delivery of the required documents in person at our office.
For our part, we can guarantee that the funds in the client's account will remain there and will be paid immediately after the implementation of item 17 and the completion of the KYC process.
Have a nice day!
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2 years ago
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Maybe it's mine to let you know ...
I will come to Stara Zagora in winbet ... to specify free time
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2 years ago
Rusalka, I am sorry, but we have zero tolerance against faking documents and proofs. The photo you provided is from the stock photo database website. Also, this led us to believe, that you've probably lied to the casino too, and we decided to ban you. If you wish to complete the verification procedure with the casino, you will have to do so without assistance from Casino.Guru
We are closing this complaint as rejected without the possibility of reopening.
