The player from Italy faces difficulties with withdrawing winnings as the casino continuously requests impossible documents, despite providing clear proof of ownership of the card.
Winnita Casino - Player's withdrawal is being delayed by document requests.
Amount: €700
Winnita Casino
Safety Index:Above averageSafety Index
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7.5
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Case opened
Current status
Waiting for Casino Guru to reply
1d 20h 30m 13s
Case summary
5 days ago
Public
Public
5 days ago
Translation
Despite all my explanations, the casino keeps requesting impossible documents to provide. This casino is absolutely outrageous.
I'm attaching a picture of the document request from my bank. Additionally, this screenshot, along with the selfie holding the card, clearly shows that the card is undoubtedly mine. A whole week and it's always the same issue.
They are blatantly trying not to pay out the winnings. After the troubles with Buran, here's another desperate situation.
Automatic translation:
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5 days ago
Dear turuzzu67,
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. Online casinos might not accept proof that is in the incorrect format.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you made deposits in the casino using this payment method only in December, not earlier?
- Is your bank card virtual only?
- Could you please share with me your communication with the casino with the requirements from the casino listed? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
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5 days ago
Translation
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.
I know this and in fact I sent 100 documents and a very personal screenshot to both you and them.
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2 days ago
Translation
This casino is clearly a scam! It doesn't take much to figure it out. Money replayed to lose after canceling the request. I don't understand how it can be considered a casino and I don't understand why you don't notice. I asked for the account to be closed but that request was denied as well, always wasting time with the usual bullshit from support. Case closed. Thanks.
Automatic translation:
Casino Guru is examining the case
