HomeComplaintsWinBet Casino BG - Player’s struggling to complete the account verification.

WinBet Casino BG - Player’s struggling to complete the account verification.

Black points: 148

Amount: 4,377 лв

WinBet Casino BG
Safety Index:High
Submitted: 05 Feb 2021 | Unresolved : 16 May 2022
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

2 years ago

The player from Bulgaria was experiencing difficulties verifying his account. The casino failed to respond to the player's complaint in the given time frame. The complaint has been, therefore, closed as unresolved.

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3 years ago
Translation

Hello, I have a problem with winbet for 2 weeks, they are bothering me that they are reviewing 1 document and they are not telling me the deadline until they review it.

Automatic translation:
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3 years ago

Dear Илия,

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.

Have you been advised 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

 

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3 years ago
Translation

to write to me 10 days or more ago that they are processing the document from the bank and until then I understand that it takes time but it took a long time and in general it takes up to several days. All other documents have been successfully processed only by the bank.

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3 years ago
Translation

Is there a development every day I contact them and the same thing they tell me that it is processed I ask them if there is a problem what they doubt and they do not tell me anything I ask them for a deadline and they tell me that there is no deadline

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3 years ago

Thank you very much, Илия, for your reply. I will now transfer your complaint to my colleague Andrej 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
Translation

Thanks, let's hope we deal with the problem

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3 years ago

Dear Илия,

I’m sorry to hear about your negative experience. I will try my best to resolve your case as soon as possible.

 

I would like to invite WinBet Casino to this conversation.

Dear WinBet Casino,

Can you please state the reason why Илия‘s player account has not yet been verified?

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3 years ago
Translation

they speak the same document is processed but do not give a deadline or say anything follow your messages for 2 weeks

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3 years ago
Translation

Are there any developments in my case, I see those from Lynn, there are none

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3 years ago

Dear Илия,

Unfortunately, we have not received any response from the casino representative.

 

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’.

Edited by a Casino Guru admin
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3 years ago
Translation

Quite frivolous of them

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3 years ago

Dear Илия,

I apologize, but since we haven’t received any response from the casino in regards to your issue, we cannot continue resolving the complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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