Winnerz Casino - Player’s account was blocked.

Hi! At the 1/5(may) i played at Winnerz.com and luckely won 4874 Euro. They (winnerz.com) asked for POF (proof of funds) because i had deposit a lot of money. I send them my salery note, history of two bank accounts, loans i have been taken and stocks I have sold to be able to gamble. They still requires documents and delaying the witdrawl. Alltough the documents I´ve sent them covers the deposit I made in winnerz multiple times. In one mail I mentioned gambling problems so they shot me down immidietly without asked me. So now I can´ t even login to my account. Please help me, this is very frustrating. Sinceraly Lars

Dear Lars,

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.

Do I understand correctly that verifying the source of income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello, and thank you very much to reply. I understand and appriciate that casinos have rules and regulations. But I have provided all the documents that they have reguiered and I don’t think my identification is the issue. It seems more that they are looking in to how I got the money to gamble. Like im a criminal. I’ve provided them with documents of all kinds of income who covers much more than i deposit in their casino. It all started when I won to much money. They can’t accept that. Sinceraly Lars

Thank you for your reply, Lars. Would you be so kind as to send me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.

Thank you very much Lars for your emails. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winnerz Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru

This client did not win a "large sum", it is an ordinary win at the casino, nothing more. Unfortunately, as soon as we asked to pass SOF check - the client said that he is addicted to the game.

Therefore, we were obliged to close His account due to responsible gaming rules. But it is impossible to withdraw the money without full verification of documents. When a client asks to be blocked instead of being verified, it is considered as suspicious activity.

Since the client did not send all the documents that we requested the first time - his case was redirected to the AML department for more in-depth verification. Furthermore, the client's case was referred to a senior manager of the AML department because several more times he has provided the wrong documents.

We are expecting a response within 7 days.

I would like to draw your attention to the fact that until the client passes a full AML check - any movement of funds on his account is impossible.

Regards

Andrei

But I didn’t asked to be blocked. They blocked me without asking. That is suspicious.

And I have provided all the documents. One of the documents i write serveral times that my loan provider can’t deliver pdf so I sent png instead. But Winnerz aren’t intersested in solving the problem. When I ask guestions they dont answer. I want to solve this now! And how can a "not a large sum" be suspicious?

Hello again. Now I’ve contacted the loan provider a fourth time and begged them for a document in pdf-format. But they can’t do it. It must be another way to solve this?

Hi all,

Thank you for your replies.

Dear Andrei,

Is the PDF document from the loan provider the only thing that is missing? Are there any alternatives that can be provided instead?

Hi team

The problem is that we were already getting the documents in PDF format from fairlo.se, the system where the loan was taken. Other clients could provide them without any problems.

Regarding your question - I can not answer it, because it all depends on what figures will be indicated in this document. Further, this document will be analyzed by the AML department.

Unfortunately, I can not influence the work of the AML department in any way it is a separate structure.

Regards

Andrei

Thank you Andrei for your reply.

Dear Lars,

If other people were able to provide documents in PDF format from "fairlo.se" you should too. I suggest you request the documents again and insist on the PDF format.

Hello again. I have now sent 8 mails to Winnerz Security with confirmed withdrawals I made from Fairlo including pdf with my credit agreement number on. I will also again send the contract of credit agreement. /Lars

Hello. I have received my money now. Thank you Winnerz and casino.guru for help. And sorry for the hassles I caused. /Lars

Thank you Lars for the update.

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter