The player from Brazil completed the automatic verification, but encountered an error and was subjected to manual verification. After submitting additional documents and waiting 14 days, his account remains unverified, preventing him from withdrawing his money.
Winhero Casino - Player's account verification is delayed.
Amount: €218
Winhero Casino
Safety Index:LowSafety Index
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4.9
Winhero Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
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Waiting for Casino Guru to reply
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Case summary
2 hours ago
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2 weeks ago
I did the automatic verification, the 3 dots turned green and then it gave a verification error, they told me they would do the manual verification and 7 days passed and they asked me for more documents, another 7 days have passed and my account still has not been verified, I want to withdraw my money
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2 weeks ago
Hello leandrog532,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winhero Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 week ago
Translation
Hello, friend, I sent it on the 19th, 7 days later they asked me for more documents, such as birth certificate, photo holding paper with a number and I sent it, at no time was approval said, only this request for more documents 7 days after the first ones sent and after these other documents sent I have been waiting for another 8 days and my withdrawal has not been released! I talk to them every day and all I hear is patience, patience.... Patience, right?
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1 week ago
Translation
they're asking for documents every 7 to 8 days, they can ask for them all at once, they ask for them from time to time and I find that absurdly terrible!
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1 week ago
Hello leandrog532,
I understand that it may be frustrating that the casino keep asking for new documents but it is quite standard procedure.
Can you please advise if you did forward them the requested video?
Additionally, keep in mind that verification process may take up to 14 days in case when all the documents are correct.
Looking forward to hearing from you.
Regards,
Nick
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1 week ago
Translation
yes, I sent the video as requested correctly, the problem is time, it's been 18 days!
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2 hours ago
Thank you leandrog532 for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Casino Guru is examining the case
