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

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?

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

I sent a bank statement with IBAN and name and surname.. photo of the driving license front and back.. passport hole.. hole with the ATM card front and back with hidden CVV.. photo holding in hand. documents with a height above the head without covering even 2 cm of the face.. this morning I recharged them. verified the clarity and sharpness. still nothing back after 4 emails sent and spoken to 5 different operators

If you check my account I am an active player who has also won tournaments. And another one in progress to win. You lose you win but there is little clarity on the documents because you have to send them 100 times. If I were Rica I would not even have played but since it is an honest win ... I do not see the reason why up to 2 weeks ago withdrawals of 200 euros without problems.. now 14,000 euros are not possible. I have not stolen ... also having a child with disabilities this money is a miracle.. that reading the reviews on the internet a big scam.. it makes us win and then not be able to withdraw anything

Dear Florentza_1990,

Thank you for your feedback about our website.

I’d like to provide a few clarifications regarding this issue.

First, please note that the easiest and fastest way to contact us is through our 24/7 Online Chat. Email responses may take a bit longer. We received two emails from you yesterday on 2024-11-07 at 19:08:38 (UTC), which was outside business hours for the corresponding department. However, you received a response today.

Regarding your verification, to complete the process, we require a bank statement or screenshot for the banking card ending in 4897 and a selfie of you holding your passport.

No other documents have been requested. We are not asking for an IBAN statement, as the IBAN number and bank card number are different.

To finalize verification, the bank statement must contain the card number 533317******4897 and your full name.

I see that you uploaded a few documents shortly after the request; however, the corresponding department has not yet reviewed them, as this process typically takes a few minutes to several hours.

I hope this detailed explanation helps.

Best regards,

Winnita Casino

On the uploaded documents there is the prepaid card used for both top-ups and withdrawals where you can also see the IBAN. I put in a bank document where you can see that the IBAN reported on the card is the same as the name so it belongs to me. There is no name on the prepaid card

The contract was also sent from the bank, the last blue photo and with the paper headed to me... if this is not good either... the request from the lawyer will arrive... and the 7th time they sent it

For clarifications your online support is not good. They give me answers pasted from I don't know where.. it always seems like a robot answers. the automatic reply email always no one who explains which document is requested explicitly. the one from the bank where it writes the number from the card is not written. it says photo of the card photo of identity document photo with the documents in hand. you are not very clear and the 7th time you uploaded the documents without any explanation why it is always rejected.

Documents still rejected..what's the reason? I sent everything and more

7 times rejected..I would like to know which of the photos is not good and does not meet the requirements

Thank you very much, florentza1990, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear florentza1990,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winnita Casino representative to join this conversation.

Dear Winnita Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Uploaded 8 times the documents are rejected..I don't understand why what is not clear.They are made with the Canon camera so good quality

No nice scams..they make you pay..some win but no payments... Scammers..I will advertise you graty from x everything from insta to fb to tik tok

Dear Mirka,

As I have checked, the bank statement is still missing. The user uploaded a questionnaire instead of the requested document. It should be an official document that confirms card ownership.

Dear florentza1990,

As I mentioned before, the easiest way to receive assistance is to contact us via the Online Chat.

Please upload a bank statement for the requested banking card.

Best regards,

Winnita Casino

Do you want me to send you all the documents here? I sent the contract... name, surname, address and card number... don't you understand that your operators are not very well trained? They answer like a robot?

This is the contract when I opened the account with all my data and signature and no paper? I also sent the bank statement but it prints with the last 4 digits of the card visible.. that too was refunded

Dear florentza1990,

We received an update that the bank statement you uploaded today has been accepted. There is now an additional request to upload a photo of the bank card ending in 1595, along with a selfie holding this card.

I’m sorry to hear that you were not fully satisfied with your contact with our colleagues in the Online Chat. From what I can see, our team has consistently provided you with accurate information regarding your verification whenever requested.

Please let us know if there’s anything more we can assist you with.

Best regards,

Winnita Casino

I had sent all the documents and they were in order... only the bank statement was missing, now the photo of the card is not good... but you decide and you don't send it to me like this? Why do you say that the documents are good then they are not good?

Dear florentza1990,

We submitted a document request to you on October 30, 2024, and we appreciate your efforts in successfully verifying all the requested documents. However, we noticed that an additional banking card, ending in 1595 (540056******1595), was used after the request was sent.

Please review our messages more attentively, as it seems you have uploaded a significant number of photos of the card, which was not part of our latest request.

Thank you for your cooperation.

Sincerely,

Winnita Casino

That card was used only once to top up the account, not to withdraw winnings. I have always used my card for withdrawals and it was successful. I uploaded all the required documents, more than clear with high resolution. What else do you want?

That card and my husband's never used for. Withdrawal

What's the point if not. Mine was only used once then deleted and is not used for withdrawals..why should I send you that photo. Use my card for withdrawals and I sent everything you asked for

You have more than absurd requests. I have always withdrawn with my card and they have been successful... I have uploaded all the requested documents. To send a card that I have only topped up without ever withdrawing seems crazy to me. The card is cancelled. So what sense does it make if I have requested withdrawal on my card which can be proven to be mine. Do you want to unblock it or do we continue for another 2 weeks like this?

But do you realize the absurd thing you're asking?

Dear florentza1990,

Please be advised that, according to our Terms and Conditions (Section 8.3), we do not accept funds from third parties, such as friends, relatives, or business partners. Deposits must be made exclusively from accounts, debit cards, or payment systems registered in the customer’s own name. If a violation of this policy is discovered, any associated winnings may be confiscated.

https://winnita.com/en/terms

If you have used a card on our site, we reserve the right to request confirmation of ownership for that card. This policy applies regardless of whether you intend to use the card for withdrawals.

Additionally, answers to your questions can be found in our FAQ section on the verification page.

Please refer to point number 5 for more information.

https://winnita.com/en/verification

Sincerely,

Winnita Casino

Dear florentza1990,

Could you please clarify these pieces of information for better understanding of the situation?

1. You mentioned your husband's card. Do you have a joint bank account, or is he the only account owner?
2. Is the disputed amount 14 000€ or 140 000€? It has been written differently in the thread and while submitting a complaint.

Thank you.

Dear florentza1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don't have a joint account. The amount was 14,000

Dear florentza1990,

As mentioned above, according to the terms and conditions of Winnita Casino, the winnings might be confiscated, when the player uses someone else's payment method to deposit money into the account, which is also a standard rule in other online casinos.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that if this rule has been breached, we might not be able to help. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who's the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player's responsibility to use allowed payment methods only.

I strongly recommend you deposit in any online casino using a payment method in your name exclusively, otherwise, you might face similar issues.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.