Winnita Casino - Player struggles with document verification for withdrawal.

I am unable to withdraw because my documents are not as the casino requires. However, I have perfectly sent these documents, but they never seem to be satisfactory.

Dear didonatomichael13, 

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 by the casino?

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

He won't let me send the photo, I don't know why, however it would be the selfie that doesn't suit him even though it is very clear and specific, I don't know what to do, and for 10 days I haven't been able to withdraw for the documents, send for control

However, yes the identity card, and the payment card was accepted the only thing that doesn't suit the casino seems to be the selfie holding the documents and the payment card but it was done well

My fear that it is a scam site because it is impossible that they never accept my documents

Dear didonatomichael13,

Verification is an important step in our website's process.

Upon reviewing your submissions, I noticed that your previous photos did not meet our quality standards.

For successful verification, please ensure that:

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

To complete the verification process, please upload a new selfie alongside your document that adheres to these guidelines.

Should you have any questions or encounter issues during this process, please don't hesitate to reach out to our support team for assistance.

Best regards,

Winnita Casino Team

Yes, I sent it like 15 times better and better, we don't all have iPhone 15s so you have to accept the photos as they are, you are the only casino that wants a selfie of a person of mine seen nowhere making a fuss, but when I made the deposit you got them took the money without asking for documents or anything, it's easy like that

Dear Winnita Casino representative,

Thank you for getting in touch with us and advising the player with the necessary requirements for the requested photograph.

Dear didonatomichael13,

have you submitted a new photograph that would meet the casino criteria, or are you still experiencing difficulties with your verification? Please let me know.

Dear didonatomichael13,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.