The player from Finland had won 511€ after making a deposit with a bonus. Despite submitting all required documents, except one that wasn't provided by the player's bank, the KYC team had not approved the withdrawal. After waiting longer than the 14-day approval window, the player's inquiries remained unanswered and the live chat continued to advise patience. After resubmitting the documents, she confirmed that the issue had been resolved as she received her winnings. We marked the complaint as 'resolved'.
WinLegends Casino - Delayed response for player’s withdrawal request.
Amount: €511
WinLegends Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I made a deposit with a bonus on 26/01/24 and then won 511e. I sent in the documents that were requested, except for a specific document from the bank which isn't available at my bank. Initially, I received messages stating that the approval of my withdrawal could take up to 14 days. Now it's been considerably longer and the KYC department no longer responds to my inquiries. The live chat isn't helpful either; they keep telling me to wait. Can you assist me?
Automatic translation:
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9 months ago
Dear virpi,
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.
- Could you please explain which documents you weren't able to provide to the casino during verification?
- Could you please send me the correspondence between you and the casino regarding the issue? My email is tomas@casino.guru
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,
Tomas
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9 months ago
Translation
So I submitted this bank page, which I also sent to you, so at first I sent a bank statement showing my address, which they did not accept. They haven't said anything about this bank page yet. I'm trying to know how to set up a conversation for you
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9 months ago
Translation
I am happy to announce that today I received the money in my account when I sent them the documents again, so it all ended well, all is well🤗
Automatic translation:
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9 months ago
Dear virpi,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
