The player from Italy had registered and played on Winnita, attempting to withdraw 200 euros. After three days, the withdrawal remained impossible due to repeated issues with document verification. After submitting a complaint, the player's documents were promptly verified, and the withdrawal was processed. The player confirmed receipt of the funds, and the complaint was marked as resolved by us.
Winnita Casino - Player’s withdrawal is delayed by verification issues.
Amount: €200
Winnita Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello Casino Guru, I recently registered correctly on the mentioned site (Winnita). I've already played with a bit of money, and now I wanted to make a withdrawal of 200 euros. It's been 3 days now, and there's no possibility to do so because there are issues with the document verification!!! I even had to send a bank statement of my Post Pay to prove that it was mine!! The fact is that with each verification, they tell me there is something wrong!! I hope you can help me!! Awaiting your response.
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2 months ago
Dear Sandrino28,
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?
Have any of your documents been approved yet? Which of your documents are yet to be verified?
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,
Veronika
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2 months ago
Translation
Hi Veronica, thank you for accepting my complaint
I wanted to update you because I don't know why but I just sent you the problem and the documents were immediately verified regularly!
now let's see if the delivery times of my withdrawal requested on 26/06 are respected!!! Thanks again for your dedicated time
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2 months ago
Dear Sandrino28,
As we have checked, you successfully verified your account on June 27, 2024, at 14:56:08 (UTC).
Withdrawals of up to €299 will be credited to your account within three days from the moment the request is submitted, excluding weekends and holidays.
Please note that the withdrawal periods are calculated from the time the last withdrawal request was created.
If you have any questions, please do not hesitate to contact us. We are always happy to help.
Best regards,
Winnita Casino
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2 months ago
Translation
Withdrawal arrived!!! thanks casino Guru and thanks to winnita!!! Whenever you want you can close this complaint!!! Thanks so much again!!!
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2 months ago
Dear Sandrino28,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
