WinDetta Casino - Player struggles with account verification and withdrawal.

The platform is very fluid and intuitive, I lost a lot of money at this casino, playing the games normally, as normal as at any other casino.

I made a lot of deposits and on the day I tried to make a withdrawal, they asked to verify my account, I sent all the documents and received a message that my verification was unsuccessful and I would have to contact the financial department via email. Which gives no answer.

I have an account at several casinos and this is the first one that makes it so difficult to make a withdrawal.

Dear Marcos3433, 

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

Have you received any explanation from the casino about which of your identity documents have been rejected?

When did you contact the financial department of the casino?

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, 

Veronika

The situation is sad, after the verification was approved, I thought everything would be fine.

I requested a withdrawal and received a message from the financial department asking for a photo of my bank account and my address (my home) within the bank's application, as no bank has this type of information within the application. And I already proved my address during the verification part. Very difficult to make a withdrawal at this casino, totally unfair the way I am being treated, I have an account at Booi, stake, playfortuna and several others. I've never faced this, they ask for countless documents, and worse, they ask for things that you have no way of obtaining. Basically I think they want me to give up the money, more than 2 days without getting any resolution with support

I still have the problem, I made a video showing my address within the bank application, but they want a screamshot hahahaha, but in screamshot it only shows the address and does not show the bank details and so it is not accepted. In other words, they make withdrawals as difficult as possible, I believe they won't let me withdraw and I've already lost a good part of the money I won.

How come their rating is 8.1 here on the platform?

How do you classify them as Highly Safe??

For the love of God, this is unacceptable, how many players who don't know the Cassino Guru platform and didn't come here to complain, please downgrade this.

Would you be able to visit your bank and request a bank statement that shows your address for the period required by the casino? Some banks may send you your bank statement via email at the end of each month.

Dear Marcos3433,

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.

It is impossible to withdraw money from this casino, they simply make you wait almost 10 days before you lose your money

Do I understand correctly that you played away the money you wanted to withdraw? Could you please specify what the current balance in your casino account is?

Dear Marcos3433,

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.