HomeComplaintsWinnita Casino - Player's document verification is delayed.

Winnita Casino - Player's document verification is delayed.

Amount: €200

Winnita Casino
Safety Index:Above average
Submitted: 10 Oct 2024 | Case closed : 29 Oct 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Italy faced issues with document acceptance on the Winnita casino platform and was unsure of how to proceed. The Complaints Team extended the response time by 7 days to allow her to provide the necessary information, but she did not respond to the requests for clarification. As a result, the complaint was rejected due to a lack of communication from her side.

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1 month ago
Translation

They are not accepting my documents on Winnita. What should I do?

Automatic translation:
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1 month ago

Dear agneseg6,

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 you sent 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,

Kristina

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1 month ago
Translation

Ok what should I do because I tried 20 times

Automatic translation:
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1 month ago
Translation

Identity card front and back with selfie

Automatic translation:
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1 month ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 month ago

Hello everyone,


Thank you Winnita Casino for your assistance and suggestions on how agneseg6 should proceed.


agneseg6, please follow the casino's instructions and keep us updated via this thread. Thank you very much.

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3 weeks ago

Dear agneseg6,

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.

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2 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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