The player from Italy had successfully won 800 after signing up and depositing without issues, but faced challenges with account verification as the casino repeatedly rejected the documents submitted. The player uploaded documents multiple times but eventually completed the verification process, which allowed for the initial withdrawal to be processed. The issue was marked as resolved when the player received the remaining amount of the requested withdrawal, confirming that the case was solved.
Winnita Casino - Player’s winnings are delayed due to verification issues.
Amount: €800
Winnita Casino
Safety Index:Above averageSafety Index
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7.5
Winnita Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello, please help me.
I signed up at this casino, deposited with Postepay without any issues or verification requests, and won 800.
And that's where the problems started.
They requested verification; I sent all the perfectly legible documents where all the data can be seen, but they always rejected them.
Please help me receive my money.
Automatic translation:
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2 months ago
Hello vdellisola,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winnita Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Dear vdellisola,
Thank you for your feedback.
We want to emphasize that the verification process is a crucial step on our site. You initially uploaded your documents, but after the first attempt, we informed you that one of the documents did not meet our requirements. However, on your second attempt, you successfully verified your account on 2024-10-17 at 06:53:39 UTC.
At that time, one of your transactions was successfully processed.
If you have any further questions or concerns, please don’t hesitate to reach out.
Best regards,
Winnita Casino
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2 months ago
Translation
Yes, if we want to be precise, the documents were uploaded 5 times, but that's fine anyway.
I have received an initial amount of the requested withdrawal.
I look forward to the other 3 with confidence.
So for now problem solved.
Thank you
Automatic translation:
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1 month ago
Dear vdellisola,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
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1 month ago
We’ve reopened this complaint at the request of vdellisola. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear vdellisola,
Your new complaint was rejected and this one reopen. As it has been explained above, withdrawals take up to 14 days and if it's been less, we can only recommend to wait.
I know it may seem frustrating as the casino recommends something else but it is an overall average processing time.
Regards,
Nick
Public
Public
1 month ago
Translation
I received everything this morning, with a slight delay but case solved
Automatic translation:
Public
Public
1 month ago
Dear vdellisola,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
