The player from Italy is facing difficulties with withdrawing funds from the casino, as she has submitted documents for verification five times without receiving a response. She plans to escalate the issue due to the lack of communication and feels that it is unacceptable treatment.
Winnita Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €140,000
Winnita Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 54m 9s
Case summary
4 hours ago
Public
Public
20 hours ago
Translation
I've sent my documents for verification 5 times. Emailed, but no response. It feels like a scam. I'm an active player.
If I don't get a response in 2 days, I've already taken screenshots of all withdrawals up to 200 and all the deposits I've made, and I've sent them to my lawyer.
This mockery is unacceptable.
There are 5 or 6 players experiencing the same issue. Is this how you treat everyone?
Automatic translation:
Public
Public
4 hours ago
Dear florentza1990,
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 and verified?
When was the last time you communicated with the casino regarding your verification?
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
Casino Guru is examining the case
