The player from Italy faced repeated verification rejections despite having submitted high-definition images over 2.5 MB. The player suspected that these obstacles were an excuse to prevent him from withdrawing his owed funds. The Complaints Team acknowledged the challenges encountered during the verification process but ultimately concluded that there was little that could be done after the player chose to play the funds again. The complaint was closed, with an invitation for the player to reach out for assistance with future issues.
Winnita Casino - Player's withdrawals are delayed due to verification issues.
Amount: €3,000
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 closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Good day, after trying verification about twenty times, it keeps getting rejected. I have sent what was requested in high definition with images over 2.5 MB. I believe this is simply an excuse to prevent me from withdrawing what I am owed.
Please help me.
Automatic translation:
Public
Public
1 month ago
Dear cfinelli,
Thank you very much for submitting this 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?
Has the casino given you any suggestions about why your documents could not be accepted?
Have any of your documents been approved during verification?
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
Public
Public
1 month ago
Translation
Hello Veronika,
Thanks for your reply. They keep telling me that the documents provided are not of good quality. Since the card used does not have the name on it, they repeatedly asked me for screenshots of the bank where the name is visible, which I sent repeatedly. I even forwarded the bank receipt of the card charge, but this was also not considered valid.
To give you an example, I played at Verde Casino and the documents sent for verification (the same ones) were accepted immediately. However, in this case, they keep telling me that they are not eligible and I can't understand which documents are accepted, since there is no clarity about it.
Automatic translation:
Public
Public
1 month ago
Translation
I asked after the umpteenth buck-passing which documents were accepted and which were not, the answer was this! In my opinion it would be necessary to verify the deposit without problems with an email and even thousands of euros without knowing who they are, then request and block the withdrawal procedures with the excuse of verification (which they should have done when opening the account and first withdrawal), verification that they invent that the documents are not good
Automatic translation:
Public
Public
4 weeks ago
Thank you for the screenshot and for your reply. Before we invite the casino representative to join this complaint thread, could you please forward me all the relevant communication between you and customer support regarding your verification to my email at veronika.l@casino.guru? Also, kindly send me the documents you provided to the casino during the KYC procedure. This will help us better understand the situation and assist you more effectively. Thank you for your cooperation and I look forward to assisting you further.
Public
Public
3 weeks ago
Dear cfinelli,
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.
Public
Public
2 weeks ago
Translation
Dear Veronika, they continued to refuse the verifications undaunted, therefore since I cannot spend my days sending perfectly suitable documents, I gave up like many other players and I played them again, they use this strategy of not paying out with the excuse of the verification so one plays them again and obviously and strangely loses them in a few minutes. I advise avoiding this mess of thieves. I thank you infinitely for your availability, but now I have played them again and I think I had a requested withdrawal of 4000 and more. You who are in this position do something to prevent honest people from being scammed
Automatic translation:
Public
Public
2 weeks ago
Thank you, dear cfinelli, for letting me know. I can imagine how frustrating it must have been to encounter multiple verification issues, especially when you just wanted to enjoy your winnings.
Verification processes can be challenging, and while they are essential for both security and compliance reasons, we understand that repeated difficulties can impact the overall experience. Unfortunately, once funds are played, there is little we can do to recover them.
This complaint will now be closed. I’m truly sorry we couldn’t assist further this time, and we appreciate your patience throughout this process. If you ever encounter any issues with other casinos in the future, please don’t hesitate to reach out—we’re here to help.
Best regards
Veronika
