Winnita Casino - Player’s withdrawal is delayed due to constant verification rejections.

Good evening,

For the past eleven days, and at least six times a day, I've been trying to complete the document verification with winnita, which makes it impossible for me to withdraw my winnings. Initially, I won small amounts and withdrew without any problems, but when I requested a withdrawal of 1400 euros, they started asking for verification. This is perfectly understandable if it weren't for the fact that they keep rejecting my selfie photo with the documents and credit card. I've sent dozens of different photos with various documents, holding the card as they instruct "by the side of the mask," making sure the photos are clear and the data readable, and that my face is clearly visible. In short, I've tried everything. I've contacted support with each refusal and every time they repeated the quality standards as the only solution to the problem. I've proposed a video call to carry out the verification process live, I've sent the photo to different operators who themselves said the photos were good and that if I sent them, it would surely be successful. There's no solution! There isn't an email address to send these darn photos to, there's no way to report to the technical department, and you can't speak to a manager. To me, this seems like a scam, plain and simple. Moreover, I saw that another user had filed a complaint for the same reason, which supports my theory.

Dear manuno,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if all your other identity documents have been approved in the verification process, and only your selfies are being rejected?

When uploading a photo for verification, it is important to adhere to the following rules:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Could you kindly forward me the photographs the casino has not approved? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I just received a positive response to the document verification. It makes me think that your intervention was providential. Basically problem solved, thank you very much for the mediation. Veronika, thank you very much too for your availability, I'm sorry I didn't have it when speaking with various operators I asked for an email address to send or to be able to make a video verification call. However, the important thing is to have solved it. Good day

Dear manuno,

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