WinLegends Casino - Player's withdrawal is being delayed by the casino.

Hello,

Winlegends seems to be withholding winnings. Won around 700€ after a few small deposits and a few days later won around 200€ more. When trying to withdraw the 700€ I got e-mails asking for additional documents for KYC which I provided. Then I got an e-mail about an additional check by the risk department right after and then absolutely nothing for three weeks. Both withdrawals are still pending, no response when trying to contact by e-mail and support keeps advicing to wait.

CasinoGuru will you help me with this matter please!

Dear Serveriii, 

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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Hey,

Thanks for your reply!

I have provided a bank statement(which includes my full address), screenshot of my online bank, pictures of my driver's license(front and back), selfies with my drivers license (with winlegends.com open, logged in on my account, in the background, and without) and all my banking information(IBAN, BIC). The last document, which was the bank statement, was sent on 31.1.2024. First selfie with the site and ID card wasn't clear enough so I sent two better ones the same evening, which was on the 30th.

Hello again,

The +700€ withdrawal was processed today, 220€ is still pending, 20 days and counting. I additionally made a withdrawal of 500€ today, I'll keep you posted on the progress of that one. Seeing that I am now completely verified it should be quick, but lets see.

Thank you, Serveriii, for the update. Please let me know when you receive the following withdrawal, and when your other withdrawals are approved and processed. Please keep in mind that usually, we recommend players wait up to 14 days for the winnings to appear in their bank account.

Hello, just here to update that the 220€ withdrawal was processed on monday, so it seems that the winnings are paid out, even though it takes significantly longer than on other sites. I have yet to receive any information on my third withdrawal, but it's only been a few days

Thank you. Please let me know when you receive the €220. Do I understand correctly that your third withdrawal request is still shown as pending?

Yes, the third one is pending, I received the 220€on tuesday!

Hello again,

I have finally received every withdrawal, this complaint can be closed now.

Thanks for you help.

Dear Serveriii,

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,

Veronika

Casino.Guru