The player from Australia is complaining about the lengthy verification process. We rejected the complaint because the player didn't respond to our messages and questions.
Hi guys I won alot of money from winnerama around the 1st of June had all my docs in place had one withdrawal then had another pending then got cancelled then they requested for docs with I sent in then went for another withdrawal that also got cancelled now want more docs hand writing and Id and card pics again I think this is abit of a stall can anyone help thanks
Dear Tuck8383,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus?
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,
Petronela