Winnita Casino - Player's withdrawal is delayed.

It's been a month and a half since I won. First, it took a while to verify, and then there were the required 14 days for processing the withdrawal. Now, it has been another 14 days that I've been sending the same documents I used for the initial verification, and they keep rejecting them.

Dear moscatellifrancesco,

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 did you send 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, 

Dominika 

Hi, I sent all the requested documents (driving license, identity card, credit cards and even some bank documents that certify that the cards are mine even if the IBAN is clearly visible on one card) the same documents sent in the first check and accepted with difficulty (10 days) now they have rejected them several times.

Good afternoon,

We have reviewed your case, and your withdrawal has been suspended due to a pending verification request. To complete the verification process, it is necessary to confirm that the banking cards belong to you.

To proceed, please upload a bank statement where your name and the bank's stamp (or barcode) are clearly visible. Additionally, it is essential that the bank card numbers (**8637 and **3836) are also visible on the statement.

Thank you for your cooperation.

Best regards,

Winnita Casino

Hi, I went to the post office where they gave me a card statement with my name and number and where the numerous top-ups I made at your casino are also listed.

How can I send these documents if I currently have my account under verification and it won't let me send them?

Dear moscatellifrancesco, have you managed to upload the bank statement?

I went to the post office and they gave me a statement of one card (normal postpay) and the contract sheet of the other (postpay evolution) with the name, surname, signature of the UP and IBAN code on both the card and the contract. The question I ask myself is if one card is not good why don't they release the money on the good card in the meantime? Always as they say if the first one is not good.

I'm desperate Dominica please help me they've been making fun of me since August 18th thanks

One last thing Dominika if they could let me know which of the two cards is not good maybe I could cancel the withdrawal requests thanks

Dear moscatellifrancesco,

We are writing to follow up on our previous request for bank statements associated with your account. As a reminder, we requested statements for the following cards:

1) Card Number: ****3836

2) Card Number: ****8637

Please note that we require official bank statements that clearly display your name, card number, and the bank's name or stamp. Photos of your card or statements of the IBAN number alone do not suffice to verify ownership.

To expedite the verification process, we kindly request that you upload documents (PDF or printed) of the required bank statements. There is no need to include a selfie with the documents.

We appreciate your prompt attention to this matter. Please let us know if you have any questions or require further assistance.

Sincerely,

Winnita Casino

Hi, so I deleted 2 withdrawal requests for a total of 500 euros from the Winnita website and left only the withdrawal requests associated with my Postpay Evolution.

I sent the official sheet of the contract stipulated with PP EVOLUTION with the signature of the post office where my name and surname and my card IBAN are reported, I don't know what else to do (the contract of my card is an official document signed by the post office).

Dear moscatellifrancesco,

If any payment method has been used, it is necessary to prove that it belongs to you and that you have not breached the rules by using a third-party payment method.

To complete the verification process, it is essential to upload all the requested documents. However, I see that you are repeatedly uploading the same documents. For the bank card ending in ****3836, there is no document that proves ownership. The document or screenshot must clearly display your name and the bank card number (not the IBAN number).

A printed page with just information is insufficient to verify that it is an official document from your bank.

I recommend uploading screenshots from your online banking platform or requesting an official statement from your bank that includes both cards, ensuring that the exact card number (not the IBAN) is indicated.

Best regards,

Winnita Casino

Hi, so I think I managed to send the right screenshots today to prove that the cards are mine.

Screenshots taken from the post office website.

I really hope they are good for Winnita otherwise I wouldn't know what to do.

Now I'm waiting for their reply thanks

Dear moscatellifrancesco, do you have any updates regarding the verification?

Hi Dominika no they still don't make me feel anything I'm really tired

Thank you very much, moscatellifrancesco, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi, moscatellifrancesco, from now on I will be assisting you with your case.

Dear Winnita Casino, could you please share any updates after the player provided you with the most recent files a week ago?

Hi Natalia nothing to do I sent some screens from online banking with the last 4 numbers of the card name surname holder a little while ago they canceled the verification. They always write that the quality is not good, every day they find a new one.

I'm feeling like leaving him the money and leaving it alone, I'm really tired... winning money was just a beautiful illusion.

Thank you