WinnerCasino - Player struggling to complete verification process.

I am having trouble completing the KYC process as it has a QR code to scan and then you upload your documents. I do not have a smart phone but have all required documentation. Live chat says there is no other way to verify. I wonder if you are able to assist with this query?. Much thanks, Kirsty

Dear BarneyTheAngus,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinnerCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is it possible for you to ask a friend or a family member to borrow you a phone in order to complete the verification of your player's account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas, I have emailed you chat with casino.

Thanks for your email.

Could you please share what QR code the casino requires you to proceed?

Have you asked a friend or a family member for help with the process? With what result?

I don't like to ask someone to scan a qr code - risk of virus???.

I understand your concern. Would you be able to take a screenshot of the QR code so we may understand what the situation looks like? I apologize for the inconvenience.

Hi Tomas, sorry for delay, I have emailed you QR code. I am hesitant to borrow phone as this casino sends many text messages during the nightime hours and I have requested they not but they still do. Thanks Kirsty

Thanks for your email.

The QR code seems to lead to a legitimate KYC service provider you should be able to complete with a mobile phone.

I would again recommend you ask a friend or a family member to assist you by providing a mobile device and completing the verification in this way.

Please note, that the casino has a history of not responding to our requests to assist in complaint resolution and unfortunately doesn't offer any alternative dispute resolution on their website. If your KYC is not successful, we might not offer any further assistance in the matter.

I'll wait for your reply.

Dear BarneyTheAngus,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your help. I agree that the case can go no further, and am happy for you to close this. I will hope that when I get a new phone (Australia is shutting down the 3G network so I will have to upgrade) the money is still available to me. I appreciate the service your site provides. Kind regards, Kirsty

We’ve rejected this complaint as per the player’s explicit request. We are here to help. 

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casino in the future. We are here to assist you.