WinLegends Casino - Player’s enquiring about the account verification.

Hello, I have correctly completed the KYC, from the page. Then I have deposited safely. To find me that at the time of withdrawal they ask for many more documents. With which I comply correctly. To then ask me for a Skype video call, which I only accept If I can translate with a translator, which they refuse, knowing that a friend did it that way. Thank you.

Dear morajuan493,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly and the issue is incomplete account verification due to an upcoming Skype call, is that accurate?

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it. Could you please advise if it would be preferable for you to attend a Skype call if it was conducted in Spanish?

Thank you very much in advance for your reply.

Best regards,

Petronela

That's right, I only speak fluent Spanish.

I gave as a solution to use a translator app, which they refused. I know that a friend made the call like this, for which I do not understand the negative response, nor the reason for the call, knowing that I sent all the documents and selfie that they asked me for It generates absolute distrust and my intention was to continue depositing. They cannot have the money trapped. They also threaten to keep my funds in case I don't pass the call correctly. Instead of generating a solution. My action was completely legal and in order.Thank you for your quick response.

Thank you very much, morajuan493, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.  

Dear morajuan493,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear WinLegends Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Morajuan493,

We have reviewed in detail the information on your complaint.

Your last withdrawal request was submitted on 2023-04-23 for the amount of 15522 ARS.

According to the rules of the casino finance department, asked you to provide documents to verify your account.

Also, additional verification of your account was conducted by the Risk Department of the casino.

All actions with regard to your account have been taken in accordance with the current rules of the casino, which you have agreed to comply with:

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

2.5.1. In some cases, Risk WinLegends Casino Department has the right to request video verification from the player via Skype.

On 26.04.2023 an additional verification of your account was completed and your account was verified. The Finance Department has notified you by email.

On 27.04.2023 the withdrawal request was successfully processed by the financial department of our casino and this amount(15522 ARS) has been successfully transferred to your USDT crypto wallet.

Also, you will be informed about the successful payment of your withdrawal request by e-mail.

Best regards.

WinLegends Casino Risk Department.

Dear WinLegends Casino,

Thank you for your response and the information provided.

Dear morajuan493,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hello, I confirm that I have received the withdrawal. Thank you very much for your attention.

Dear morajuan493,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan