The player from Bulgaria has been instructed to present all the personal documents required for the verification in person. She got paid after providing documents.
WinBet Casino BG - Player’s criticizing the verification process.
Amount: 2,600 лв
WinBet Casino BG
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello. First I will send you the last e-mail I received from winbet:
WinBet Online (WinBet Online)
12.10.2021, 10:23 Greenwich + 3
Hello, nmv!
We would like to inform you that access to your account is temporarily restricted.
According to the terms of use of our site, section Deposits and withdrawals, item 17, the Organizer has the right to request documents that are notarized and / or submitted personally by the holder.
You need to present to us all the previously required 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.
If you have any further questions, please do not hesitate to contact us again.
And so...
I want to say that I sent all the documents on the site and they were approved, now they want me to go to Sofia.
1 I am from Plovdiv and I work from Monday to Friday
2 My husband does not need to understand because I have a family and I cannot go without his knowledge.
3 THERE IS ANY PANDEMIC, I DON'T KNOW IF YOU HAVE HEARD
I talked to them on the phone and they tell me that's the only way.
If you want it, it's from 12.10 and I can't go to Sofia, let alone whether they will send me the expenses. If they say in Plovdiv, I go immediately.
Please talk to them, they obviously think they can do whatever they want without a reason and consequences ...
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3 years ago
Dear nmvnmk,
Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue.
Although, we 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. Consequently, we have to emphasize that requesting all the personal documents to be provided in person is a highly unusual procedure.
Could you please advise if you have been offered a Skype call or any kind of verification call? Do I understand correctly that your documents have been accepted previously and your account verified successfully?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
They demanded documents one by one, and the bank statement was the last one, I waited 2 weeks
to do some of their checks and after I asked them what was going on they sent me the above email.
After I called them, they told me that what was written in the e-mail was that. They didn't offer me anything,
but all documents are in accordance with their requirements. I asked them if there was another option because I could not go to Sofia but their answer was categorical that it was their right to demand it.
At no time have they confirmed my account, but after I send them a document, this includes:
2nd identity document
Selfie with ID card
Proof of address
they want a new one for me, but the ones I sent were accepted because they once returned a photo to me because it was not clear.
That is why I wrote that the previous documents were accepted, because otherwise they want me to send them again.
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3 years ago
Thank you very much, nmvnmk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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3 years ago
Hello nmvnmk,
I looked at your complaint and will do my best to help you. I would like to invite WinBet Casino BG into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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3 years ago
Translation
Hello, nmvnmk,
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 rules and conditions, which the client has agreed upon registration 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.
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.
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3 years ago
Dear Casino,
term 17 of your terms and conditions says: "The organizer has the right to request documents that are notarized and / or to be handed over personally by the holder." - why you didn't ask for notarized documents? You know that player is unable to travel to Sofia.
PS nmvnmk: do you have any screenshots of the situation that your documents were previously approved? if yes, send it to my email: viliam.v@casino.guru
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3 years ago
Translation
Hello,
Due to suspicions of generating profits from unscrupulous play by a group of participants and suspicion of misuse of personal data, it is necessary to fulfill point 17 of the general terms and conditions, which reads as follows: "
17. The organizer has the right to request documents that are notarized and / or submitted personally by the holder. "
Based on the position that there may be no abuse, profits are not deducted and will be paid once the point in the rules is met.
With regard to the proposal for verification through the platform you have targeted, it is not possible to complete such verification, as the specified one or another of this type is not licensed to perform such actions and is not part of our general terms and conditions, unlike the cited point 17.
As it is known, in addition to the online platform, Winbet has a network of over 30 ground gaming halls throughout the country. For the sorry at the moment there is no such in Plovdiv, but we can make an exception for the client and she can visit a comfortable gaming hall of the Winbet chain with a preliminary appointment where to complete the verification to save her trip to Sofia.
We undertake to pay the amount after the specified point, with which the participant has agreed, creating her registration, has been fulfilled.
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3 years ago
Dear nmvnmk,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
I see that Haskovo is the closest option and I will be able to go, but I would like to be sure that I will not walk around, and I do not know exactly when I will be able to go. Can winbet confirm what they want me to bring, so that I don't go for a walk, because this will be the top ....
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3 years ago
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Hello, nmvnmk,
Thank you for your understanding. Our team will contact you to specify the details and a convenient time for you to visit our gaming hall. They will also inform you about the documents you need to submit. Then the amount will be paid immediately to the bank account specified by you.
Greetings!
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3 years ago
Dear Casino,
would you be so kind and comment here what should the player provide?
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3 years ago
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Yes of course.
The player is required to provide proof of identity (ID card or passport) and a bank account certificate in her name. The same ones she provided in her game profile.
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3 years ago
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I submitted the required documents in Haskovo Hall on 12.12.2021 at 11 o'clock, after a conversation. I expect the verification and translation to be a fact after confirmation by WinBet.
Thank you for your cooperation!
With respect,
N. Valcheva
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3 years ago
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Hello,
On Sunday, the client provided the necessary documents and the verification was confirmed.
The amount is paid to the account provided by the client.
We thank the Casino Guru team for introducing us to this case.
Greetings!
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3 years ago
Dear nmvnmk,
you should receive your money in the nearest future, let me know when you'll receive them.
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3 years ago
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I am pleased to inform you that the funds have been received.
Thank you for your cooperation!
Happy Holidays!
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3 years ago
Dear nmvnmk,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
