The player from Italy was unable to withdraw funds due to repeated rejections of his verification, despite having completed it 15 times with clear images. He requested assistance but did not receive any response. The Complaints Team acknowledged the issue, but the player ultimately decided to let it go, having spent the money in the account and expressing a desire to stop using the casino. The complaint was closed without resolution.
Winnita Casino - Player faces ongoing verification delays.
Amount: €1,000
Winnita Casino
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
I am unable to withdraw my funds because my verification keeps getting rejected, even though I have completed it at least 15 times. The images I send are clear and sharp, but they are always refused. I ask for assistance and they don’t respond, I don’t know what to do.
Automatic translation:
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1 month ago
Dear barbaraduso25,
Thank you very much for submitting your complaint. I’m really sorry to hear about the issue you're facing with your account. I completely understand how frustrating verification can be, especially when you’re eagerly waiting to complete your transaction.
Please understand that the KYC process is a crucial part of ensuring that the money is sent to the rightful owner. Since casinos cannot physically verify each player in person, this process is the most effective way for gambling establishments to protect both players and themselves. It’s something that serious and licensed casinos take very seriously, and while it can take a few working days to complete, this is to ensure everything is verified properly.
- Could you please let me know which documents you’ve already provided and when you sent the most recent one?
- Additionally, did you make sure to submit all the required documents in the correct format and as soon as possible?
- Have any of your documents been approved by the casino yet?
I hope we can work together to resolve this issue quickly. Thank you so much for your cooperation and patience.
Best regards,
Veronika
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1 month ago
Translation
Hi, I sent all the documents they asked for, including: a photo of my driving license, a photo of the front and back of the Postepay and two selfies with my driving license and Postepay in hand. I don't think anything was approved because they asked me to send the documents back. As for the verification, the last time I tried to do it was yesterday and this morning they rejected it again. I forgot to say that I also sent a statement by email.
Edited
Automatic translation:
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3 weeks ago
Please forward me all the documents you sent to the casino for verification, along with all the communication between you and customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.
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3 weeks ago
Translation
Thanks for the help, but I decided to let it go. I spent the money I had in the account and I don't want to use it anymore, since they won't let me delete the account.
Automatic translation:
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3 weeks ago
Thank you for letting me know. This complaint will now be closed. Thank you for your understanding, 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 this or any other casino in the future.
Best regards
Veronika
